Customer Service Sales

Ian A. Miller

**** *. ****** ****** ***. #*** Tampa, FL 33607

813-***-**** ***********@*****.***

Experience

October 2012 – July 2014 Fox Rent A Car, Tampa, FL (founded in 1989, as a discount car rental brand catering to airport travelers)

Supervisor

• Supported and motivated employees; ensured they have the resources and training to do their job

• Sets goals to achieve company financial and service targets for location

• Instilled Customer Service as a top priority to all employees

• Maximized revenue while minimizing and controlling costs

• Set goals for payroll expense to transactional volume; established schedules based on transactional volume

• Monitored sales practices to avoid deceptive sales practices and reported findings to the General Manager

• Monitored the customer service rendered by all rental agents to make sure the Six Step Service-Based Sales process is followed and company standards of customer service are maintained

• Followed all company policies and procedures

• Participated in all phases of employee management, including but not limited to: recruiting, discipline, training, performance reviews, and scheduling

• Monitored and reviewed pricing and availability of fleet with General Manager and Rate Manager; stayed in tuned with local market conditions to maximize pricing

• Addressed and responded to customer complaints in a timely manner

• Ensured the location is a safe working environment for all employees

November 2011- October 2012 CompUSA, Brandon, FL (retailer and reseller of consumer electronics, technology products and computer services)

Technical Service Supervisor

• Held directly responsible for leading the Technical Services staff of six associates and ensuring that the Technical Services team provided excellent service to customers.

• Trained and developed three service advisors to ensure proper execution of the sales process and check in procedure.

• Established performance measures, goals, objectives and priorities for Technical staff to provide technical direction, set project priorities, and ensure Technical activities are completed on time using project planning and organizational techniques.

October 2010- August 2011 Sears Outlet, Tampa, FL (outlet version of Sears department stores located in various retail locations across the United States)

Assistant Store Manager

As an Outlet Manager I was personally responsible for setting up the store. In my last six months I assumed the store manager role since the company had been attempting to recruit a candidate. The first store manager who trained me transferred to another position shortly after I was hired and his replacement tendered his resignation within three weeks of being in the store. I then became the only salaried manager in my store and assumed all of his responsibilities in addition to my own. I was very fortunate enough to be in charge of every aspect of the stores operation which included:

• Sales Manager Responsible for hiring, training and coaching all selling associates on the proper Sears selling techniques. Maintaining all selling matrix for the store such as contribution per hour, Protection Agreements (warrantees), credit applications, returns/cancellations, customer service surveys and others.

• Operations Manager Responsible for ordering all supplies, maintaining the facility, payment of accounts receivable, profit and loss reconcilement, and all additional reports.

• Human Resource Manager Responsible for processing new hires, writing new schedules based on the balance of sale and submitting weekly payroll, complying with all State and Government regulations.

• Loss Prevention Manager Responsible for daily deposits, cash overages and shortages, monthly loss prevention compliance audits, weekly safety inspections, and all Sears LP reports including: Returns, Overrides, Voids, CCTV Logs.

• Merchandise Manager Responsible for setting up all bi-weekly sales floor presentations. Daily presentation standards maintained throughout the day. Creating powerful floor presentation in order to drive sales.

Numbers and Recognition

• 2010 Total YTD Score Card Ranking #27 out of 104 Stores

• 2010 Master Protection Agreement Sales (Extended Warranties) YTD Ranked #3 in the company out of 104 stores at 11.60%

• 2011 February Week 1 YTD Total Score Card Ranking #1 in the company out of 104 Stores

• 2011 February Week 1 YTD Ranked #4 out of 104 Stores Sales to Plan at 119%

• 2011 March Week 4 MTD Total Score Card Ranking #20 out of 104 Stores

March 2009-August 2010 Dollar Thrifty Automotive Group, Tampa, FL (holding company for Thrifty Car Rental and Dollar Rent A Car)

Operations Manager

Held directly responsible for greeting customers and responding to service issues, tracking fleet and equipment inventory, preparing reports, optimizing operation efficiency through employee coaching and coordinating lot movement. Supervised, coached, selected, assigned, scheduled, trained and evaluated subordinate personnel (i.e. Rental Sales Agents, Staff Assistants, Bus Drivers and Service Agents), recommended and initiated associated personnel actions, and responded to employee relations issues. Oversaw fleet turnaround and distribution processes ensuring efficient utilization and vehicle maintenance records and quality; coordinated transportation of vehicles to and from ready lines, rental return area, maintenance garage, impound, etc.

July 2008- February 2009 Ferman Acura/Mazda, Tampa, FL (locally owned and operated since 1895, Ferman Motor Car Company has been serving the automotive needs of the Tampa Bay area for generations)

Sales/Leasing Consultant

Closed sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; delivered new automobiles. Qualified buyers by understanding buyer's requirements and interests; matching requirements and interests to various models; building rapport. Developed buyers by maintaining rapport with previous customers; suggesting trade-ins, greeting drop-ins, responding to inquiries and recommending sales campaigns.

August 2007- June 2008 Best Buy, Boca Raton, FL (an American specialty retailer of consumer electronics in the United States, accounting for 19% of the market)

Magnolia Sales Professional

Built relationships with customers while selling products, services and solutions by getting to know customers and helping to solve their unique end to end needs. Asked lifestyle questions to thoroughly understand customer needs, offered relevant services, solutions, and accessories so customer can make informed decision to complete their purchase. Utilized all relevant sales tools to drive profitable growth. Leveraged on-line resources, tools, and peer knowledge to self-train. Attended and participated in all required training and meetings.

Education

University of South Florida Tampa, Florida

Bachelor of Arts in Economics, August 2007

Sigma Alpha Lambda Chapter of USF

Cumulative GPA: 3.2

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