Sales Customer Service
Resume:
Mark A. Pobocik
San Antonio, Texas 78228
******@*******.***
professional summary:
. Successful track record of initiating and executing innovative sales and
marketing strategies
. Exceptional negotiation, mediation and problem solving abilities
. Strong project management aptitude and ability to effectively prioritize
tasks in fast-paced environments
. Established customer relationship skillfulness
. Superior writing, presentation and communication skills
. Demonstrated employee and client training proficiency
. Proven leader, team builder and motivator
. Solid background in marketing strategy formulation
. Bilingual - fluency in Spanish
experience: GENERAL MOTORS CORP., Corpus Christi, TX
June 1999 - North America Vehicle Sales, Service and Marketing (VSSM)
Sep.2009 District Sales Manager - South Central Region & North Central
Region
Manage regional business policies, objectives and initiatives
as established by GM, and develop and promote advertising,
marketing and sales plans to drive sales and capture market
share. Provided leadership and coordination of regional sales
and marketing functions, developed and implemented sales and
marketing strategies, and delivered support and consultation on
all sales and service matters
o Optimized dealership operating efficiency, profitability and
customer satisfaction scores through constant analysis of
sales, operations, financial data, and inventory levels.
o Audit dealer financial incentives and ensure dealer
compliance.
o Monitor the dealer's compliance with the Dealer Sales and
Service Agreement.
o I have been central in planning, coordinating, and managing
special marketing & advertising events, such as Boat Shows,
Auto Shows, and the Olympic Torch relay.
o Developed and oversaw training processes of dealership
personnel, and lectured on product specifics, sales and
promotions, brand building, and customer relationship
management.
o Created and executed innovative region-specific advertising
and marketing plans/internet marketing and promotions, and
control and allocate multi-million dollar regional
advertising budget.
o Achieved highest year-over-year regional and national sales
for two consecutive years, and turned around Dealer Customer
Service Index (CSI) score from lowest in region to second
highest.
o Advised dealers on maintaining an effective CRM (customer
relationship management) process.
o Improved Certified Used Vehicle (CUV) sales from last in
region to being continually in the top 5.
o Counseled dealers on their inventory process for new & used
vehicles to ensure accurate inventory mix and control.
o Optimized regional inventory product mix to increase sales
and market share of GM brand portfolio.
o Analyzed market conditions, competitor breakdown and sales
operation optimization to identify and develop new business
opportunities.
o Developed 3- and 12-month new vehicle sales forecasting
methodologies, and counseled sales managers to improve
profitability through analysis of operations, financial
data, staffing and inventory optimization.
o Selected as GM liaison for charity organizations and events
in Corpus Christi and San Antonio (e.g., Conservation
Association, Make-A-Wish, Hispanic Chamber of Commerce).
1998 - 1999 ELECTRONIC DATA SYSTEMS (EDS), Detroit, MI
Business Analyst - Inbound Sales Support / General Motors North
American Operations
Provided inbound business-to-business sales support for General
Motors North American Operations, with an intense focus on
customer service, responsiveness and reliability
o Provided assistance to GM dealer network with reference to
product ordering, delivery, transfers and incentive
compatibility.
o Liaison between corporate, factories and retail network
regarding order status, production constraints and target
production schedules, and handled payment status and open
account status.
o Trained junior team members on relevant product, service and
problem resolution methodologies, and provided ongoing
support and mentoring to subordinates, support staff and
dealer personnel.
o Developed and maintained extensive knowledge base of a
diversity of products, processes and services.
o Provided supply chain support including distribution and
logistics to final destination.
Mark
A.Pobocik
Page 2
1996 - 1998 ELECTRONIC DATA SYSTEMS, Springhill, TN
Customer Assistance Manager - Territory Team Leader / Saturn
Corporation
Managed contact center relationships for Saturn's North
American customer base, and provided leadership, direction and
supervision of customer service staff to ensure consistent
implementation of policies, practices and procedures
o Managed a portion of the Saturn unit in a proactive way to
develop a team that offered the highest level of customer
service possible, which included performance appraisals and
employee relations.
o Identified potential problems and developed appropriate
solutions and action plans with regard to business issues
that affected customer service and satisfaction.
o Trained and mentored new Customer Assistance Managers, and
performed written performance reviews.
o Suggested and implemented improvements in customer service
processes, enabling department to run more efficiently, and
implemented and executed solutions as needed.
1989 - 1993 WAYNE COUNTY SHERIFF DEPT., Detroit, MI
Deputy Sheriff
Responsible for supervising inmates in Wayne County jail
facilities, ensuring that order, discipline, safety and
security were maintained
o Managed inmate living units, handled inmate discipline,
responded to inmate requests, supervised inmates, and
resolved inmate problems.
o Supervise family and professional visits to inmates, inspect
credentials, and review incoming and outgoing mail.
Scrutinize living areas to insure cleanliness, orderliness,
compliance of jail regulations, and for any contraband
o Prepared written reports of all incidents and accidents
among jail inmates.
o Provided courthouse security, transportation of prisoners,
and service of court generated documents.
o Administered preparation of prisoners for court appearances,
doctor/hospital visits and appointments, transportation to
State facilities, and provided general security and guard
duty for county jail.
1982 - 1988 UNITED STATES AIR FORCE
Air Force Security Specialist
Provided physical and personnel security on United States Air
Force bases in North America and Europe to safeguard personnel,
resources and facilities.
o Employed Air Base Ground Defense tactics, and provided quick
alarm response and patrol duties.
o Performed desk sergeant duties, and scheduled and
implemented convoy duties of priority resources. Managed
reports and investigations of crimes, or incidents reported
during shift period.
o As a desk sergeant, I managed, implemented, and dispatched
patrols in accordance with security policies and procedures
in base wide exercises concerning emergency responses to
chemical, biological attacks, terrorist threats, and natural
disasters, as well as actual situations and emergencies.
Provided a comprehensive written blog of all security and
law enforcement activities throughout the shift period, and
provided briefings to the security commander and base
commander.
o Provided oversight and security of local non U.S contractors
and workers in security sensitive areas.
o Responded to base emergencies and building alarms, and
secured crime scenes.
o Trained in the protection of the President,
report/countering intel threat, crime prevention, law of
armed conflict, explosive safety, physical security
awareness, and protection from terrorism.
o Provided physical security for priority resource to prevent
unauthorized access.
o Supervised and coordinated instruction and training of new
troops with regard to base protocol.
education: THE UNIVERSITY OF MICHIGAN-FLINT
Bachelor of Arts, 1995
. Emphases in Communications and Spanish
. GPA 3.5/4.0
THE UNIVERSITY OF COSTA RICA, San Jos , Costa Rica
Advanced Spanish Curriculum, Fall 1995
. Concentration in Spanish Grammar and Conversation
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