Episode 92: From Call Center to Fixed Ops Manager: The Man Who Never Stopped Learning– Fixed Ops Focus with Dave Rogers and Steve Shaw
This week on Fixed Ops Focus, Steve Shaw and Dave Rogers sit down with Marcello Gloria, Fixed Operations Manager at Empire Auto Group — and it turns into a reunion. Dave and Marcello go all the way back to when Marcello was “just” a call center operator at CDK, and the two of them reminisce about the old days, share some laughs, and tell the story of how far hard work can take you.
Because Marcello was one of those rare people who was always hungry — hungry for information, hungry for knowledge, working on his craft every single day. He climbed fast, from call center associate to Fixed Operations Manager, and he did it the right way: through process improvement and smart systems design (a true computer wizard). Just as important, Marcello talks about the values that carried him — being transparent, telling the truth, and always doing the right thing for the customer.
If you want a blueprint for growing a career and a department — working ON the business, staying a student of the business, and leading with integrity — this fun, honest conversation is a must-watch.
In this episode:
- From CDK call center operator to Fixed Operations Manager
- Staying hungry — being a lifelong student of the business
- Growing through process improvement and systems design
- Working ON the business, not just in it
- Transparency, truth, and always doing right by the customer
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