Customer Service Sales

Russell B Penfield

***** ********** **. ********, ** 20165

703-***-**** :: **********@*****.***

EXPERIENCE:

GENERAL MANAGER DON BEYER VOLVO KIA SUBURU APRIL 2014-FEB 2015

Increased gross profit seven of ten months during employment

Established refined processes to streamline sales

Started and implemented a Business Development Center to improve Customer Service Index

Increased baseline Customer Service Index measures for sales and service departments

Audited and addressed compliance issues above industry standards

Maintained the relationships of customers and service departments for marketability and responsiveness

Leveraged CRM to aid the sales department in prospecting and generating leads and sales

Oversight of the finance department to ensure balance between compliance and profitability

GENERAL MANAGER LINDSAY CADILLAC OCTOBER 2007-MARCH 2014

Increased 1st years sales to an average of 30% above baseline per month.

Improved and maintained Customer Service Index rating at or above zone and national levels

Achieved 10th ranking in Unit Sales in 2009 and 2010 from ranking 21st in the nation

Within 6 months increased net profit by 300%

Maintained the relationships of customers and service departments for marketability and responsiveness

Improved Internet Closing ratio form 4% in 2008 to 15% by 2013

Oversight of the finance department to ensure balance between compliance and profitability

Refined the Desking process aimed for profitability and accuracy

GENERAL SALES MANAGER RADLEY ACURA 1994-2007

Aided in the effort to take the 50th ranked Acura dealership in the nation to the 2nd largest Acura dealership in the nation

Trained and developed a team of 30 people

Oversight of resource allocation with regard to team schedule and coverage

Improved and maintained Customer Service Index rating at or above zone and national levels

Increased Unit Sales from 95 per month to 275 units per month

Lead and motivated the Sales department and provided ad hoc training as needed

Trained and developed a team of 30 people

INDUSTRY SKILLS OVERVIEW:

Process refinement to alleviate bottlenecks in existing protocols for streamlining and automating

Determine capacity for efficient use of resources (time/employee) for maximum profitability and customer service

Provide leadership and add value to the established teams to bring them up to full potential

Subject matter expertise in the car industry gained from over 20+ years

References:

Beyer Group

John Altman, Chief Operations Officer 202-***-****

Tom Blackburn, Director of Used Car 301-***-****

Lindsay Group/Lindsay Cadillac

Chip Lindsay, Owner 703-***-****

Mike Lindsay, Owner 703-***-**** John Smallwood, Chief Operations Officer 301-***-****

Lynne Douglas, Head of Accounting 703-***-****

Cadillac

Steve Smith, District Representative 914-***-****

Radley Acura

Mark Smith, General Manager 703-***-****

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