Customer Service Sales

Michael Sullivan

E-mail: ********.**@*****.*** * Hillside Drive, Sutton, MA 01590, PH 617-***-****

Objective: To secure a challenging position in sales management with a company that has philosophies centered

around quality, customer service, and progressive growth

Achievements: Over 10 years of experience in the highly competitive equipment and automotive industries with a focus on Sales

Management, customer development, leadership, and ultimate customer service and satisfaction

NEMC – Successfully launched, developed, and managed ground up Vehicle Logistics Company, 2013-current

Sunbelt – Reduced employee turnover by 75%, resulting in increased sales & customer satisfaction FY08

Infiniti - Awarded #1 Metro Team, the highest, most distinguished national award for FY02; #2 for FY03

Infiniti - Awarded national #1 Customer Service Satisfaction district in FY02 and FY03

Hertz – Four promotions including the opportunity to run metro location with the highest overall growth

Experience:

06/09 - General Manager, New England Motor Cars & Transport LLC, Plymouth, MA

Responsible for managing used vehicle sales leads to increase market penetration and maintain gross profit

Attend auctions, and purchase correct mix of inventory to meet market demands

Reduced shop turn-around time by 35% to make inventory front-line ready

Implemented ground up best policies and procedures for vehicle transport division

Increased customer base for the transportation and logistics business by 75%

Opened new channels for the transportation business including exports, haul-away, and enclosed carrier transports

5/08 – 06/09 Senior Marketing Consultant, Caterpillar Inc, Global Rental & Used Equipment Dept, Peoria, IL

Assist Caterpillar dealers with operating, improving, and analyzing their used equipment, service, and rental sales

Develop best practices for sales, operations, marketing, Cat Certified Used Equipment, and asset management

Design and implement strategic marketing plans, four year business plans, trough plans, and yearly business plan

Complete Business process improvement – design, implementation, and sustainability

Design and monitor marketing campaign ROI

8/05 – 5/08 General Manager, Sunbelt Rentals / Nations Rent, Shrewsbury, MA

Responsible for territory sales of new and used construction equipment, rentals, finance, and service

Managed four Outside Sales Territory Managers, three Inside sales representatives, and a support staff of 20

Handled all factory relations with product ordering, service, support, and allocation

Managed wholesale auction sales for equipment deemed not profitable to retain

Total P/L responsibility resulting in a 11% increase year over year in NOP

Increased shop efficiency by implementing best practices, adding a service manager, and taking on additional retail

Successfully managed territory through effective personnel management, customer contact, and relationship building

Participated in municipal bids, increasing success rate by 25%

Designed and implemented a safety program focusing on compliance with DOT, ANSI, and OSHA regulations

Protected company assets through internal controls, audit procedures, and implementing policy

Monitored competitive moves, product knowledge, and trends to help grow the territories sales and market share

01/01 – 4/05 Regional Distribution Specialist, Nissan North America, Infiniti Division, Northeast Region

Responsible for coordinating regional vehicle allocations through automated and manual distribution systems.

Reviewed monthly production orders and assist in monitoring NNA and dealer inventory levels

Monitor days supply, trim series, model mix and color and make recommendations to correct inventory imbalances

Supported dealer operations managers and dealer principal in the wholesale process by assisting with order placement, tracking sold orders, and by expediting the shipment/transport of vehicles and VPC operations

Trained and assisted dealership personnel on automated vehicle ordering systems and automated vehicle incentive systems, enabling dealers to order the correct mix of vehicles and monitor sales incentives

Responded to dealer inquiries on all facets of the distribution process, including questions regarding vehicle availability, vehicle order status, service loan car allocations, and shipping schedules

Managed port installed accessories, based on retail market conditions, with a monthly objective of $6M

District Manager, Dealer Parts and Service, Nissan North America, New England/New York

Accountable for major metropolitan district dealerships (New England and New York State) to build the Infiniti brand and to achieve enduring profitable growth through the establishment of corporate sales objectives related to wholesale of vehicles, parts, service, and accessories.

Achieved corporate profitability through the wholesales parts and accessories to Infiniti dealerships

Maximized profit through swift and thoughtful decisions based on a clear understanding of Infiniti’s strategy

Successfully launched two new Infiniti dealerships in the Boston market

Michael P. Sullivan

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Consistently contributed to and coached dealers on building the brand value by delivering on the Infiniti Brand Promise

Implemented Customer Service Action Plans, to assist dealers in the development of strategies to enhance customer sales process

Partnered with dealerships to increase profitability, control warranty expense, manage parts inventory and resolve any open consumer affairs files

Teamed with Dealer Operations Manager with special projects including market representation issues, training, marketing and advertising

Developed annual marketing program that supported the Infiniti Brand, resulting in an increase in service retention, parts sales and customer satisfaction

Conducted in-dealership training on customer service, sales, product knowledge and building a stronger brand

Acted as a liaison between dealerships and Infiniti Corporate in communicating corporate policy, dispute resolution and local market conditions / competitive actions

08/93 – 1/01 City Manager, The Hertz Corporation, Burlington, VT / Manchester, NH

Responsible for the overall operation of the Burlington, Vermont location until July 2000, then promoted to the Manchester, NH location, a larger and more profitable market.

General Manager responsible for managing a 1200 vehicle fleet with annual sales of $12 million

Responsible for 12 managers and 120 hourly employees at the Manchester location, and 2 managers and 40 hourly employees at the Burlington location

Partnered with the Travel Industry Sales Manager to effectively grow travel industry business

Identified and resolved customer service issues resulting in an increase in the Customer Satisfaction Index

Exceeded monthly sales objectives for optional services and upselling larger fleet

Achieved highest customer service ratio in the Northeast region

Achieved business development objectives through acquiring and expanding new local accounts

Maintained the leading market share in a highly competitive service industry

Managed fleet purchases and sales based on business demands and forecasting

Upheld corporate quality and productivity standards through personnel management and employee satisfaction

Sustained competitive pricing utilizing market trend analysis and advanced forecasting reports

Administered all aspects of human resources, distribution/logistics, security, safety, and fleet

Established and maintained profitable relationships with outside vendors for parts and services

Senior Station Manager, The Hertz Corporation, Boston, MA

Assistant City Manager responsible for the overall daily operation of the location

Responsible for 21 managers and 200 hourly employees in a union environment

Managed a 10,000 vehicle fleet, at maximum utilization, resulting in being the most profitable location in the country

Identified areas of service failure to ensure the highest level of customer service possible, lowering the Customer Dissatisfaction Index by 35%

Forecast rental projections for the city based on advanced reservation build

Delegated objectives and areas of responsibility to all managers, that results in the effective daily operation of the location and improve the managers skill set

City Revenue Manager, The Hertz Corporation, Boston, MA

Coached and trained the Counter Sales Representatives on sales skills that enabled them to sell Hertz’ Optional Services and Upselling to larger vehicles

Exceeded all sales goals and surpassed previous years results

Monitored fleet to ensure rates/upsells covered fleet expenses

Supervised the revenue management program according to policy which resulted in an increase in revenue and sales penetration over previous year

Distribution Manager, The Hertz Corporation, Boston, MA

Fleet Manager responsible for managing a daily rental fleet 0f 12000 vehicles

Distributed vehicles between 12 profit centers utilizing 120 union transporters and various trucking companies

Handled In-fleeting and De-fleeting based on advanced reservation build

Education: Westfield State College, Westfield, Massachusetts

Bachelor of Science May 1993

Computer

Skills: Microsoft Office, Microsoft Outlook, Lotus Notes, AS-400 Applications, DMS systems

Training: Zenger-Miller Leadership Training, Sales Train- the-Trainer

Keywords: Sales, OEM, Automotive Management, Sales Management, Global Sales, Consultant, Territory Management, Dealer Operations, Goodwill, VPC, Vehicle Distribution, Dealer Development, Dealer Contact, Certified Pre Owned, Warranty Administration, extended Service Contracts, Parts and Service Fixed Operations, Maintenance, Strategic Planning, Business Process Improvement, CRM systems, Customer Needs Assessment, Retail Merchandising, Brand Management, P/L responsibility, Lean, 6-Sigma, TQM, General Manager, District Manager, Branch Manager, Human Resources, Coaching, Personnel Development, Rental Fleet Management, Remarketing, Auction, GSA Sales, Quality Improvement, Customer Service, Budgeting, Sales Forecast, Luxury Sales

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