Arnel Marquez

OEM Brands( Hyundai, Jeep, Ram, Fiat and Chrysler )
-Managing Service Service Advisors and technicians.
-Communicated with OEM Field Operation Manager with Operations and Maintaining brand Standards.
-Reporting Required KPIs for Brand and Corprate. From Yearly Business Plan KPI to Monthly KPI reporting and year end reporting. Create action plans for revenue, shop, training, CX and busniess Plan.
-Conduct Recalls and Stops sales for vehicle affected.
- From a Productivity of 80% to having an average of 120% per technician.
-Increased Labor Sales overall and Gross Profit increase. Total increase in 30% retail sales
-Main KPI Reporting.
*Service Sales report
*Service Retetion Report (maintaining and increase Service Retention)
*CX
*Create Action Plan on any gaps in Brand Standards.
CX Score Average 916 as of 2025
Increased in technicain Productivity in work shop translates to increase in Gross Revenue.

-Managed BMW Service Service Advisors and technicians.
-Create Monthly Sales Forecasting and Yearly Budgets
-Communicated with OEM Field Operation Manager with Operations and Maintaining BMW brand Standards.
-Reporting Required KPIs for BMW Brand and Corprate. From Yearly Business Plan KPI to Monthly KPI reporting and year end reporting. Create action plans for revenue, shop, training, NPS and busniess Plan.
-Conduct Recalls and Stops sales for vehicle affected.
-Converted Technicians from hourly to flat rate. From a Productivity of 80% to having an average of 120% per technician.
-Increased Labor Sales overall and Gross Profit increase. Total increase in 15%
-Main BMW KPI Reporting.
*Service Sales report
*Recall and Stop Sales Completion report
*Service Retetion Report (maintaining and increase Service Retention)
*NPS and Mystery Shop Report
*Create Action Plan on any gaps in BMW Standa

-Managed Toyota and Lexus Service Service Advisors and technicians.
-Create Monthly Sales Forecasting and Yearly Budgets
-Technicians productivity 120% to having an average of 140% per technician.
-Certified Technicians From Team21 to TeamGP
-Certified Serivice Advisors for Toyota's TSA21 Program
-Communicated with OEM Field Operation Manager with Operations and Maintaining Toyota and Lexus brand Standards. (TMC and TTC)
-Reporting Required KPIs for Toyota Brand and Corprate. From Yearly Business Plan KPI to Monthly KPI reporting and year end reporting. Create action plans for revenue, shop, recall completion, training, NPS and busniess Plan. (CEDA)
-Conduct Recalls and Stops sales for vehicles affected.
*2022 achieved 98% completion for Takata Airbag recall
-Increased Labor Sales overall and Gross Profit. Year on Year
*Increased 60% in Retail sales
-Main Toyota KPI Reporting. CEDA
*Service Sales report
*Recall and Stop Sales Completion report
*Service 7YR Retetion Report (maintaining and increase Service Retention)
_Reaching 7YR Retention 68% for Toyota and 80% for Lexus
*NPS and Mystery Shop Report
*Create Action Plan on any gaps in CEDA.
OSHA Sharp Certified Shop 2022-2023
Part of the Cintellate Software introduction to Guam and training staff to upload Health and Safety related files.
iPower Champion - Aftersales Process GAP anaysis and correction for Incahpe (APAC)
MCF Champion - Reporting, Audit and correction in diviation
CEDA Awards
2017 Bronze Award
2018 Bronze Award
2019 Silver Award
2020 Silver Award
2021 Silver Award
2022 Gold Award ( First in Atkins Kroll History to recieve Gold award From TMC

-Managed GM Service Service Advisors and technicians.
-Communicated with OEM Field Operation Manager with Operations and Maintaining GM brand Standards.
-Conduct Recalls and Stops sales for vehicle affected.
-Converted Technicians from hourly to flat rate. From a Productivity of 75% to having an average of 110% per technician.
-Increased Labor Sales overall and Gross Profit increase. Total increase in 30%
-Created a efficient work flow process from Appointment, write up, dispatch, Work in progress (tech) and Booking.
-Perform and Commnicate Used Car reconditioning to sales Managers.
-Cross-trained Toyota and Lexus Service Management while as a Chevy Service Manager.
* training with CEDA KPIs for Toyota

Greeting customers and actively listening to their vehicle concerns.
Explaining technical details of repairs and maintenance in an understandable way.
Providing quotes for services and obtaining customer approval.
Keeping customers informed about the progress of their vehicle's service and any changes.
Handling customer complaints and ensuring their satisfaction.

Scheduling service appointments and coordinating with technicians.
Liaising with technicians to understand repair requirements and timelines.
Recommending additional services and maintenance options.

Processing orders, invoices, and payments.
Maintaining accurate records of customer interactions and vehicle service history.
Utilizing specialized automotive computer software.

Driving the sale of technicians' time and meeting sales forecasts.
Advising customers on proper car maintenance and care.
Potentially marketing the dealership's services.

TSA 21 Certified 2005
Cross Trained for Chevrolet Service Manager

• Account Management: Open/close checking, savings, and other accounts; process transactions, transfers, and payments; maintain customer information.
• Sales & Referrals: Proactively recommend and sell bank products (loans, mortgages, credit cards, investments) to meet targets; refer clients to specialists (wealth management, insurance).
• Customer Service: Serve as the primary contact, resolve disputes, explain complex banking services, and provide general financial guidance.
• Financial Guidance: Offer advice on basic financial planning, retirement, and education savings.
• Teller Duties: Handle cash, process withdrawals/deposits, and perform other teller functions as needed.
• Compliance: Adhere to banking regulations, perform BSA/OFAC checks, and report suspicious activity.

• Operational Management: Oversee opening and closing procedures, daily cash handling, and register reconciliation.
• Staff Leadership: Recruit, train, and schedule employees, ensuring the team is skilled in both sales and creative tasks like balloon arrangement.
• Creative Services: Manage high-demand services such as customized balloon experiences, themed decor consultations, and on-site event setup.
• Inventory & Trends: Track seasonal stock levels (e.g., holidays, graduations) and stay updated on latest party trends to maintain relevant product offerings.
• Visual Merchandising: Design and maintain engaging storefront displays and internal floor plans to drive impulse purchases.
• Customer Experience: Act as a lead role model in providing exemplary service, resolving escalated complaints, and guiding customers through event planning details.