SUMMARY:

• Possess both technical relationship management and financial analysis with 10+ years of high customer service satisfaction scores and leadership, demonstrated by exemplary performance that exceeds national sales levels.
• Sales Management, F&I Management, Credit Underwriting, Inventory Controls, Training and Leadership.
• Implementation of incoming call center and hotline management, strategic marketing plans including development of websites, print advertising, event planning, and public speaking to promote and sell products and services.
• In depth mentoring and coaching talent; able to train employees in new and current products to ensure top sales understanding while maintaining a high customer service focus.
• Possess detailed financial and credit verification analysis expertise and desk auditing skills to review accounts and implement pricing and strategic improvements with clients.
• Highly motivated, self - starter, honest, reliable, productive, effective communicator, well respected among peers.

COMPUTER SKILLS:

• ADP Alliance CRM,
• ACT Pro CRM,
• Constant Contact,
• SAP Production,
• Oracle Hyperion,
• Oracle Siebel,
• SQL,
• Right Now,
• CSR,
• SharePoint,
• Microsoft Office

PROFESSIONAL EXPERIENCE:

Confidential, High Point, NC

Sales Executive and Finance Manager

Responsibilities:

• Committed to the Bentley total client experience from initial contact with the dealership to final delivery of their vehicle.
• Accountable for every aspect of the sales process as well as follow up activities. Use of SAP, CRM and ADP and Dealertrack.
• Key holder of Bentley dealership with secure access at all times.
• Assist with conflict resolution and client needs.
• Partner with lending institutions to facilitate client’s credit and insurance needs.
• Obtain appraisal of client’s trades.
• Manage E-Bay website and implementation of all auctions.
• Assist with inventory controls to ensure proper in stock conditions for maximum sales.

Confidential, Greensboro, NC

Recovery Analyst

• Performed research for unintended overpayment errors due to company or system error, vendor error, client data or process errors, and fraudulent intent.
• Assisted client in identifying root cause and methods to remedy situation.
• Utilized proprietary research tools designed by APEX to compile reporting for clients.

Confidential, Charlotte, NC

RJRT AIM Pay Verification Analyst, Call Center Hotline Analyst

• Processed contract payment requests from RJRT retailers and Territory Managers which demanded full understanding of RJRT specific AIM Pay procedures and policies using SAP for A/R and A/P analysis.
• Consistently met service level agreements required by Experis and RJRT
• Completed Pricing Survey in-store audits for NY, RI, CT, WI, MN, SD and ND to ensure adherence to contract requirements
• Selected to work on the SSOI Development Team and Contract Gap Team
• Served the RJ Reynolds Retail customer and Field Sales staff with information pertaining to their AIM Pay accounts
• Maintained a 100% satisfaction goal with RJ Reynolds
• Provided detailed financial information pertaining to the customers’ account
• Coached the retail customer and field sales staff regarding proper procedures for solving issues with AIM Pay payments and account issues
• Completed AIM Pay operations manual revision for RJRT
• Received Team Award from RJRT - Collaborated with a Process Improvement Team to improve the verification process by implementing consistent standards that improved productivity by 75%

Confidential, Motorcycle Division, Brea, CA

District Technical Service Manager, Hotline Call Center Manager

• Accountable for all service and customer relations in North Carolina and South Carolina
• Communicated new product launches and sales promotions to dealers
• Extensive experience in working with dealership development and service access in their respective areas of responsibility
• Partnered directly with Dealer Principles and Owners to ensure that every customer in the district received the desired level of customer service and professional repairs for all Suzuki motorcycles and ATV’s
• Monitored the Suzuki Technical Hotline to assist dealership personnel with technical issues
• Provided training and resolution for customer service requests
• Presented onsite and offsite demonstrations of full range of products and services available to dealers from American Suzuki Motor Corporation
• Completed of The Glenn Roller Institute Suzuki Business Sales Certification
• Effectively supported the 2008 ATV Magazine Shoot Out and Suzuki Dealer Shows

Confidential, Greensboro, NC

Insurance Sales Representative

• Previously Licensed Insurance Agent in the State of North Carolina in Property and Liability, Life and Health
• Managed the “BMW Performance Insurance” program for the Piedmont Triad;
• Ensured new product launch of all BMW insurance products and sales promotions
• Pursued outside sales and prospecting for Auto, Home and Life insurance clients through mortgage brokerages and commercial businesses
• Managed a book of business consisting of over 1000 clients while achieving Pace Setters and 100% CSI
• Engaged in public speaking events and educational seminars to various size groups of potential clients regarding available insurance products

Confidential, Greensboro, NC

Sales Guide/ Finance and Insurance Manager

• Dedicated to the Land Rover customer from time of entry into the dealership until taking delivery of vehicle
• Empowered to manage every aspect of the sales process
• Key holder of Land Rover dealership with secure access at all times
• Dealt directly with lending institutions to facilitate client’s credit and insurance needs, as well as appraisal of their trades
• Handled E-Bay website and implementation of all auctions
• Assisted with inventory controls to ensure proper in stock conditions for maximum sales
• Scheduled all service appointments for customers and maintained relationships to ensure satisfaction levels were consistently achieved
• Assisted the Parts Manager with purchasing and inventory control; acted as backup Parts Manager
• Onsite and offsite presentations demonstrating full capability of products and services available
• Achieved Off Road Certification with honors
• 100% Customer Satisfaction Index for 5 consecutive years
• Implementation of lead management program to track and increase client needs, placement of products, and increase close ratios by 200%

Confidential, Greensboro, NC

Confidential Service Technician/Parts Professional

• Requisitioned parts and performed repairs and services for customers of Confidential products
• Ensured proper diagnosis of customer stated complaints
• Maintained high standings to aide in the overall and personal CSI ratings of the Confidential dealership, at or above the country's average
• Trained in Bi-Turbo, Electronics, Engine repair, and A8
• Assisted in management and training of new employees

Confidential, Greensboro, NC

Confidential Service Technician

• Performed technical service and repair work on all Jaguars, including new car PDI's and Select Edition Confidential inspections
• Kept abreast of all phases of technical training including new and existing technical bulletins and issues
• Performed electrical diagnosis, tire balancing, tune-ups, A/C detection and repair
• Assisted with service on Subaru and Isuzu during downtimes at Confidential
• Utilized Multimedia trainer and shop manuals

Confidential, King of Prussia, PA

Assistant Store Manager Plumbing and Kitchen Cabinets

• Ensured sales standards and top-level customer service at all times
• Maintained proper staffing and training of full-time and part-time staff consisting of 250 employees
• Delivered job performance reviews, mentoring and coaching of staff
• Created and maintained store displays with assistance from outside vendors and manufacturers
• Partnered with Safety Council to ensure customer and store employees’ safety while stocking store
• Received merchandise and verified proper shipping quantities to ensure accurate payment to vendors
• Performed daily verification of internal vault to ensure revenue was properly accounted for and deposited to bank accounts
• Opened new store in Philadelphia, PA as Department Manager; Promoted to Assistant Store Manager in charge of Plumbing and Kitchen Cabinets
• Wellness Coordinator Program Leader for employees, including comprehensive onsite health evaluations, massage therapy and proper lifting technique clinics
• Implemented Safety Council programs to ensure proper safety procedures were used and understood, including MSDS training and evaluations were completed to test preparedness in the event of emergencies