Customer Service Management

TIMOTHY K. VELIQUETTE

***** **** **** ***** ***** 909-***-****

Yucaipa, California 92399 Mobile 909-***-****

Email abqyny@r.postjobfree.com

PRESIDENT / GENERAL MANAGER

Exceeding profitability goals / turning around underperforming units / increased revenue and market shares/team motivation specialist.

Dynamic, competitive management professional with 25+ years experience in the retail, commercial and wholesale automotive industry. Imaginative and innovative individual with proven management, sales, advertising, marketing and new business development skills. Broad-based experience in all automotive aftermarket environments. A history of significant profit, volume and customer satisfaction achievements, illustrating the ability to combine cost control, revenue growth and process improvements through effective staff training and motivation.

CORE COMPETENCIES INCLUDE:

Sales/Marketing Leadership Finance, Budgeting/Cost Management

Strategy, Vision/Mission Planning Public Relations/Media Affairs

Profitability/Cost Analysis Policy and Procedure Development

Market Research and Analysis Government Relations/Regulations

Billing, Collections/Cash Management Human Resource Management

Negotiations and Strategic Alliances Team Building/Performance Improvement

Published Author/Motivational Speaker Retail Site Development

PROFESSIONAL EXPERIENCE

2010 to Present/Transformation Management/Diesel Injection High Performance Pro Shop

Commissioned to transform a failing 60 year old diesel fuel systems manufacturing company back to profitable status, design new business model, add three new divisions and move the company from a 4,000 square foot facility to a 22,000 square foot “Super Pro Shop” organization. Directly responsible for: forming policy and procedure to streamline existing divisions, while designing and creating the framework for three new divisions.

Key Achievements:

• Working closely with contractors, equipment companies, city, county and state officials, architects, manufacturers, leasing companies and real estate developers to design an efficient and profitable business model to hand back over to the ownership.

• At completion of the project the board was handed a new business model complete with six sigma manufacturing process, a new CRIN Common Rail diesel manufacturing division, complete with clean room.

• All new policy and procedure manuals, including fully trained and expanded staff, with an EDD compliant human resourced department.

• A completely re-designed inventory control system including BAR coding and new private label packaging.

• An expanded fleet service department including state-of-the-art equipment capable of servicing several hundred vehicles per month.

• A new fully automated and interactive internet website, with a fully functioning computer software program capable of running all divisions efficiently and profitable.

• Designed and constructed a retail showroom showcasing major brand as well as their newly formed private label brand products.

• In addition the company was moved from an un-desirable low traffic area to a major high-traffic corridor of the Inland Empire.

• The company was ultimately transformed to a modern, state-of-the-art high-volume, high-profit leader in the Southern California Diesel Industry.

1985-2009/President and General Manager/ Plus 1 Performance Tire and Automotive Centers

Directly responsible for: overall sales, marketing and profitability for high volume tire and automotive multi-unit organization. Define and implement long and short-term objectives; oversee and control all daily operations, policy and procedure implementation, advertising/promotions and strategic direction. Set and administer budgets, initiate cost controls to ensure profitability. Recruit, hire and motivate multi-unit staff including key management and support personnel for sales, service and inventory departments; evaluate overall and individual performance, devise and implement proactive management training processes. Establish departmental goals with management team, which are based on exceeding the expectations of customers through continuously improving products and services. Provide an environment of mutual trust and respect and demand the highest ethical standards from staff and management.

Key Achievements:

• Successful start-up of corporation in San Diego markets through innovative advertising and marketing campaign. Implementing new ground breaking management and business model which resulted in exceeding industry growth standard for new start-ups.

• Created new policy and procedure which resulted in the successful hiring motivating and retaining of quality personnel by producing a positive work environment, resulting in increased employee retention and excellent customer satisfaction.

• Designed innovative program for commercial account and large employer discount group business increasing revenue 50% and establishing strong base for new locations.

• Increased revenue 50% per year and pioneered a successful multi-store pilot program, negotiating creative lease agreements with developers to insure minimal start-up costs.

• Designed and negotiated creative delivery schedules with suppliers which resulted in 50% less inventory on hand, higher turnover rates and 30% revenue increase.

• Negotiated strategic alliances with suppliers and manufacturers to insure large credit lines and first option to all “special buy” inventories, increasing profits by 25%.

• Developed and administered innovative advertising campaigns; moving away from industry norm, creating a complete new consumer buying experience, resulting in a 38% increase in customer base.

• Computerized corporation and worked with software company to custom write programs which strategically and consistently improved production, service and tracking levels while reducing costs up to 20%.

• Acquired several failing locations, negotiated properties at 60% of appraised value. Through innovative advertising and marketing drove these locations to be companies highest grossing units.

• Through excellence in service and workmanship was named number one company in So. California area for customer service, resulting in 40% revenue increase.

• Elected So. California president for nation-wide independent dealer group, managing marketing and advertising programs for 50+ dealerships, readying locations for promotions, tracking overall results and setting up for successful trade show events.

Education

Bachelor’s degree not complete

AA equivalent in Business Administration and Psychology

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