Customer Service Call Center
Resume:
Michael Ladd
Sales and Call Center Management, Automotive, Finance, BDC Manager
Galivants Ferry, SC 29544
**************@*****.***
Highly motivated individual with over 20 years of experience in Automotive Sales Management, Finance, and Call- Center Sales/Marketing, Client and Lender Relations, Product Penetration, Risk Assessment, Negotiation. Seeking a position with a reputable company who values loyalty and hard work, allowing all Team members room for advancement. Authorized to work in the US for any employer
Work Experience
Sales and Customer Service Manager
Redline Powersports - Myrtle Beach, SC
November 2022 to February 2023
• Processed incoming leads from inception to the sale.
• Worked with CRM vendors to create call scripts, follow up, and proper planning.
• Trained others in steps to the sale.
• Handled complaints from guests providing a suitable resolution.
• Trained Finance Managers on deal structuring, submitting, menu cross-selling, and methods to increase profit.
Sales and BDC/ Internet Leader
Grand Strand Nissan - Myrtle Beach, SC
January 2019 to October 2022
• Managed sales leads from inbound to completion of transaction."Cradle to Grave."
• Reviewed Credit Bureaus, Pay stubs, other required stipulations to be in accordance with Lender approvals.
• Trained others in steps to the sale, as well as inbound and outbound phone techniques, resulting in a high client "show" and "close" percentage.
• Handled customer complaints and provided resolutions.
• Generated leads by prospecting current and future customers.
• Proficient in Microsoft Office, VINsolutions, Podium Web chat and other Cox Automotive Services.
• Maintained a perfect CSI % ensuring 100% customer satisfaction. Finance Manager/ Compliance Director
RICK HENDRICK CHEVROLET CHARLESTON - Charleston, SC August 2017 to November 2018
• Protected the Dealers Assets
• Certified in the following JM&A Finance and courses:
• "Skills for the Business Manager"
• "F&I Legal and Ethical Standards (FILES)"
• "How to be a Deal Maker- Master Series"
• "Advanced F&I Closing- Master Series"
• AFIP Certified and S.C. Notary.
• Skilled in the Reynolds docuPAD interactive menu presentation and document processing system.
• Worked closely with the Title Team to learn proper ways to ensure all deals are compliant.
• Maintained extreme attention to detail and paperwork. Met monthly goals of F&I income, penetration, and maintained a proper C.I.T. schedule.
• Developed strong relationships with lender analysts and field representatives. DESK MANAGER/ INTERNET DIRECTOR
RICK HENDRICK CHEVROLET CHARLESTON - Charleton, SC March 2014 to August 2017
• Managed sales desk, structuring deals to optimize gross and max out allowance based on lender guidelines.
• Implemented new processes to maximize prospecting and capturing inbound calls, converting them to appointments and sales.
• Set monthly and annual performance goals and objectives, while coaching the Team daily to ensure goals were met.
• Worked with Hendrick Corporate to develop scripts for various call types, Internet leads, and Service Drive conversion opportunities.
• Collaborated with representatives from CarGurus, Cars.com, CarFax, Homenet, vAuto, TRUEcar, Costco, Sam's Club, etc in order to maximize leads and brand exposure.
• Desked all Internet and B.D.C. Deals for the Internet Sales Team.
• Trained and coached others using CRM tools including VinSolutions, Eleads, CarWars, Reynolds Desking, ERA-IGNITE, HomeNet, as well as the ReyRey Contact Management System. National Account Director
THE WOLFINGTON GROUP
August 2005 to February 2014
• Responsible for selling, coaching and working direct mail sales events.
• Traveled the country working with hundreds of dealers on increasing gross profit, while maintaining high C.S.I.
• Provided sales training as part of the event package. Coached daily on proper steps to the sale, and advanced closing techniques.
• Due to growth within the Hendrick Automotive Group, I was asked to focus efforts solely on their stores.
• Managed marketing and sales training for dozens of Hendrick stores, eventually being asked to join their Team full time.
Restaurant Manager
STONEWOOD GRILL & TAVERN - Raleigh, NC
June 2000 to August 2005
• Trained and Hired employees in both Front and Back of House
• Managed Food and Beverage Cost and waste control.
• Coached Team members on steps of service, time management, and Guest Satisfaction
• Worked with GM and Regional Director to constantly improve ways to increase sales.
• Handled daily and monthly inventory and forecasting. Education
Bachelor of Science in Finance, Hotel and Restaurant Management The University of South Carolina - Columbia, SC
August 1996 to May 2000
Skills
• Business Development
• Retail Management
• Live Chat
• CRM Software
• Sales Management
• Forecasting
• Account Management
• Restaurant Management
• Customer service (10+ years)
• Leadership
• Marketing
• Restaurant Experience
• Salesforce
• Event Planning
• Upselling
• Recruiting
• Negotiation
• Communication skills
• Teaching
• Sales
• Time management
• Microsoft Office
• Microsoft Word
• Inside sales
• B2B sales
• Customer service
• Hospitality
• Culinary experience
• Financial Management
• Financial Analysis
• Financial Report Writing
• Profit & Loss
• Strategic Planning
• Cold Calling
• Budgeting
• Accounts Receivable
• Merchandising
• Outside Sales
• Conflict management
• Management
• Business Analysis
• Financial Modeling
• Analytics
• Payroll
• Cost control
• Pricing
Assessments
Sales skills — Expert
June 2022
Influencing and negotiating with customers
Full results: Expert
Retail customer service — Highly Proficient
June 2022
Responding to customer situations in a retail setting Full results: Highly Proficient
Customer focus & orientation — Expert
June 2022
Responding to customer situations with sensitivity Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
• Association of Finance and Insurance Professionals Certification
• SC Notary
Contact this candidate