Customer Service Manager
Resume:
Michael W. O'Keefe
Nashua, NH
********@*****.***
Objective
My objective is to utilize my sales, customer service and negotiating
skills to help maximize my success as well as my employer's goals.
Work Experience
Quick Lane Manager
12/2009-Present Best Ford Lincoln Mercury
I run a business within a business. I make some cold calls', I make
appointments for consumers to get their car/truck maintenance. When they
arrive, I greet them, inspect their car outside, point out anything
opportunities here to the customer. Then write ticket, hand it off to one
of my two Ford Certified Technicians who in turn will do a full inspection
while doing the recommended service, then it is up to me to sell services
to customer. Maintaining harmony between myself and customers' as well as
between technicians.
Sales Associate (Manager in Training)
1/2007 - 8/2007 Town Fair Tire Centers
7/2008 - Present
Using Town Fair's six step selling system, I assist consumers with buying
new tires for their automobiles, as well as services and warranties that
would help protect their investment. Since I started back with the company
five months ago, I have had the highest retail margin, 76% road hazard
warranty penetration and alignment to tire ratio in the entire region.
Assistant Store Manager
8/2007 - 7/2008 CVS Pharmacy, Billerica, MA
I was in charge of everything from recruiting, hiring and training, to
setting up seasonal plan-o-grams to ringing at the registers etc. I would
unload the weekly delivery truck as well as putting merchandise on the
floor and in overstock. I also kept inventory at a reasonable shrink
level. I investigated and apprehended shoplifters, and reviewed
surveillance tape for authorities.
Service Advisor / Team Leader
5/2006 - 1/2007 Ira Toyota, Danvers, MA
I utilized my customer service and sales skills to help customers by
advising them on servicing their vehicle, while maximizing profit for the
department.
Sales Merchandising Manager
1/2002 - 5/2006 The Scotts Company, Marysville, OH
I was responsible for a territory that made $5 million in sales per year
for large retailers, with an increase of sales every year. I was a mentor
and a manager who interviewed, hired and trained 11 employees, who would
help me achieve my yearly goals by assisting consumers in store and by
building product displays around high traffic areas of the store.
Education
American Financial Certification in Automotive
Finance and Insurance
League City, TX
Middlesex Community Computer Forensics/Fire Science
College
Bedford, MA
The Lee Institute Certification in Real
Estate Sales
Boston, MA
Military
United States Army disabled Veteran
Massachusetts Army National Guard Infantryman (8 years)
Skills
Microsoft Word, Excel, Power Point, Chamberware, Advent, ADP, Reynolds &
Reynolds, Encase, negotiating, sales, customer service, problem solving.
Hobbies
Head Hockey coach 9-10 year old age group, working out, spending time with
my family
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