Customer Service Project Management

PAUL M. MCLAUGHLIN

*** ** **** **** **** Coral, FL 33904 Cell 239-***-**** ****.*************@*****.*** Results-driven and decisive professional offers more than 30 years of progressively responsible success within leadership and sales roles. Offers a track record of achievement. Pro-active and goal-oriented. Excels within challenging and competitive environments. Establishes high standards and objectives and strives to achieve companywide goals. Demonstrates strong leadership, problem solving, analytical, negotiation, and interpersonal abilities. Technically proficient. Additional areas of expertise span:

Sales Forecasting Training and Development Customer Service Contract Negotiations P&L Responsibility Project Management Financial Analysis Process Improvement Sales Development SELECT H IGHLIGHTS

Boosted sales results by heading the development of an innovative and interactive e-business center that meets a wide range of customer needs and effectively markets products and services.

Drove efforts that resulted in a group franchise being named as Canada’s #1 Nissan Dealer. Facilitated growth by researching opportunities and managing efforts that resulted in the successful acquisition and integration of new franchises.

Enhanced the customer experience for Nissan Canada Finance Inc. at the Toronto, Montreal, and Vancouver auto shows through introducing touch screen interactive displays.

Decreased inventory expenses by 30% while boosting sales by 10% through reorganizing the parts department. Lowered costs, enhanced efficiency, and facilitated better customer service by introducing production techniques into service department operations.

Increased CSI scores and fostered strong alliances between departments by launching a service follow-up program for the sales department.

CAREER PROFILE

OWNER OPERATOR, Pine Island Dairy Queen 04.2015-08.2017 Successfully completed all 3 phases of training as well as Serve Safe Certification. Responsible for all aspects of franchise operations hiring and training staff. Repairing and maintaining equipment. Inventory control and ordering DEKRA AUTOMOTIVE, (Contracted to BMW) Regional Warranty Process Manager 07.2014-07.2016 In this highly visible position, I report directly to BMW of North America. I am responsible for reviewing and coaching BMW dealer’s that are struggling in key metrics and need additional assistance to ensure OEM compliance with warranty processes (Goodwill, Stage1 and Stage 8 warranty), CPO enrollments, and CORA/DORA standards. My objective is to lower warranty costs, improve processes and CSI. Self-Employed Automotive Consultant March 2010- 2012 401 Dixie Group of Dealers

Mandate:

- Train Dealers son in all aspects of dealer operations to become General manager of Infiniti

- Increase service sales and cut expenses in Service dept. (Nissan & Infiniti) (+20% net Income)

- Increase Used Vehicle Sales (+50% Infiniti +20% Nissan)

- Increase New Vehicle Sales Infiniti (+20%)

MSX International, a contracted service with Ford Motor Company, Regional Accessory Sales Manager March 2008 – December 2009

Obtain regional accessory target through the installation process model as well as a Sales Driven model designed to provide immediate sales increases to assist Ford’s Vehicle Personalization Division with accomplishing their Regional Accessories Sales & PNVR objectives.

Volkswagen of Fort Myers 2003-2006

Sales Manager

Brought on board as the New Car Manager and was promoted with additional responsibilities based upon demonstrated leadership and sales performance. Managed vehicle fleets to ensure adequate stock availability while minimizing costs. Drove new and used car sales efforts to achieve established revenue and profitability objectives. Conducted research of local markets to identify key segments and devise effective approaches for capturing sales. Supervised the efforts of sales teams, ensuring exceptional service and support for all customers. Monitored activities to produce reports and recommendations vital to organizational decision-making. Oversaw all e- commerce activities. Delegated duties to the sales training manager. Headed collateral assignments as the Brand Standards Manager with accountability for developing policies, processes, and procedures, ensuring compliance with Volkswagen of America requirements. Page 1 of 2

PAUL M. MCLAUGHLIN

928 SE 31st Lane Cape Coral, FL 33904 Cell 239-***-**** ****.*************@*****.*** CAREER PROFILE, CONTINUED

Self-Employed Automotive Consultant 1996-2003

Assessed client operations and financial statements to identify areas for improvement and spearhead changes to streamline processes, reduce costs, improve revenues, and enhance customer satisfaction. Played an integral role in acquisitions, providing sound advice on potential opportunities. Supported automotive start-up operations by overseeing facility design, equipment purchases, hiring, and staff training. Designed, developed, and marketed a showroom lease and finance package for Nissan, Suzuki, Kia, Mazda, and Mitsubishi dealers. Built and maintained productive relationships with various clients, such as: 401 Dixie Infiniti Nissan Georgetown Honda Woodchester Mitsubishi Orangeville Nissan Fairview Nissan Hamilton Volkswagen Audi Woodchester Kia Dermac Nissan Guelph Infiniti Nissan Woodchester Suzuki Woodchester Infiniti Nissan Oakville Infiniti Nissan 401 Dixie Group of Dealers 1994-1995

General Manager

Administered all aspects of operations for Canada’s largest dealer group comprised of five Nissan franchises as well as Honda, Volkswagen, Audi, Infiniti, Suzuki, and Ford. Instituted objectives and developed effective strategies to achieve such goals. Orchestrated efforts between franchises, departments, and functional areas to drive organizational development and enhance results across the group. Analyzed financial statements and key performance indicators to identify potential issues, ensuring goals were consistently achieved.

Burlington Mazda 1992-1993

General Sales Manager

Supervised all sales departments and coordinated efforts to achieve common goals while ensuring standards were met. Introduced fleet sales and grew operations to become the largest fleet supplier in Canada, developing a program that was so successful it was used as a model by Toyota Canada.

Burlington Toyota Inc. Prior-1992

General Manager

Managed the full spectrum of dealership operations, including sales, financing, and service. Also served as General Sales Manager, Business Manager, and Sales Professional.

ACADEMIC CREDENTIALS

Acadia University

Mechanical Engineering

DeVry Institute of Technology

Computer Science Certification

AUTOMOTIVE TRAINING

Adesco F & I Managers course Seaboard Life F & I Managers Sonic Automotive Used Car Managers course Toyota ECP launch advisor Atcon – Advanced Production Techniques Toyota GM Course Page 2 of 2

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