Customer Service Manager

ROBERT (BOB) BECK

**** ******** ***. ~ Port Hueneme, CA. 93041 ~ 818-***-**** ~ ***********@*****.***

Accomplished Automotive Operations Executive with history of success

PROFILE

Exceptional record of increasing sales, revenues, and operational performance. Special expertise in

marketing, promotions, business development, and customer service. Previously managed trade

show marketing, corporate service and parts, corporate Customer Relations call center, and

district/regional customer service for organizations such as Isuzu, Nissan, and BMW, Excellent

problem solving and analysis skills.

Core Competencies:

Program Management ~ Team Building ~ Strategic Planning ~ Marketing & Promotions

Special Event Management ~ Customer Relations ~ Negotiations ~ Staff & Customer Training

Service Delivery ~ Risk Management ~ Cost & Budget Control ~ Call Center Operations

PROFESSIONAL EXPERIENCE

AUTOMOBILE CLUB OF SOUTHERN CALIFORNIA, Los Angeles, CA 2010 – Present

Largest branch of AAA federation with 6.2 million members and an annual budget of $4B.

Regional Power Sports Representative

Promote collector car products at regional level. Perform analyses of existing business to evaluate

risk and ROI. Promote programs at regional motorsports events. Validate authenticity and value of

vehicles.

• Improved brand awareness by developing and implementing special marketing activities.

• Implemented a consistent process for collector car value and validation evaluations

• Provided procedures to lower loss ratio and add consistency to future risk

• Prepared and produced marketing presentation format for large audiences

ISUZU COMMERCIAL TRUCK OF AMERICA, Anaheim, CA 2000 – 2010

$17B international vehicle manufacturer, formerly GM Isuzu Commercial Truck.

Manager, Vocational Marketing & Trade Shows (2000-2010)

Directed all commercial vehicle vocational trade show activities in U.S. and Canada. Administered

annual budgets as large as $750,000. Communicated extensively with regional management, dealer

staff, and vendors to maximize brand exposure at trade shows.

• Reduced operating costs from $1M to $750,000 while still increasing brand awareness.

• Planned and led 36 shows and up to 10 training sessions per year.

• Improved training program by creating and implementing new training collateral materials.

• Lowered labor costs, shipping expenses, and event set up times by improving displays.

Service & Parts Development (1999-2000)

Investigated and resolved service-related matters. Communicated closely with customers, dealers,

Service & Parts personnel, and vendors.

• Achieved highest possible levels of customer satisfaction with Isuzu products.

• Increased profitability by working with Sales to evaluate fleet operating expenses.

Robert (Bob) Beck ~ Page 2

(Isuzu Commercial Truck of America, continued)

Customer Relations Call Center Manager (1994-1999)

Directed national customer relations call center operations at corporate headquarters. Supervised

staff of 12. Reviewed customer issues and identified resolutions. Responded to state and legal

inquiries regarding customer concerns. Administered budget for addressing customer issues.

• Increased efficiency by centralizing operations to manage customer interactions.

• Enhanced troubleshooting capabilities through better training of call center staff.

CAREER NOTES: Previously held positions of Tool & Equipment Manager, Technical Editor,

Consumer Relations Representative and Parts Technical Specialist with NISSAN MOTOR

CORP. USA. District Parts Manager, Regional Customer Relations Manager, and Regional

Customer Relations Representative with BMW OF NORTH AMERICA. Highlights include

overseeing high-profile programs, building and leading top-performing teams, editing critical

technical service publications, and assisting with tool design for repair shops. Accomplishments:

Increasing equipment and tool sales from $3M to $11M, reducing costs and improving operational

efficiency.

ADDITIONAL EXPERIENCE

ROBERT BECK, Port Hueneme, CA

Motorsports Announcer

Announced and Emcee motorsports events live for National Hot Rod Association, Los Angeles

County Raceway, Irwindale Raceway, and others. Wrote scripts and show content for a weekly

television show, Speed Scene Live. Hosted the TV and Radio show G.A.A,S., Great American Auto

Scene.

EDUCATION

Coursework towards BA Business Management, University of Phoenix, Los Angeles, CA

Coursework in Speech & Broadcasting, L.A. Valley College, Van Nuys, CA. AA Degree

CERTIFICATIONS & TRAINING

Occupational Certificate in Broadcasting

California Insurance License

OEM and Supplier Technical Training

AFFILIATIONS

Various car clubs and associations that are automotive related

SUPPLEMENTARY INFORMATION

Military Service: Aero Space Ground Equipment Repair person, U.S. Air Force

Publications & Presentations: Complete list available on request

Computers: MS Office, various proprietary applications

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