General Manager Customer Service

STEPHEN A. JAIKISSOON

Palm Bay, FL ***** 413-***-**** ***********@*****.*** linkedin.com/pub/steve-jaikissoon/38/a49/b15 GENERAL MANAGER

STRATEGIC PLANNING & IMPLEMENTATION PROFIT OPTIMIZATION TEAM LEADERSHIP Visionary professional with extensive experience in orchestrating all facets of automotive operations, from production and supply chain management to sales, marketing, and customer service to drive business growth. Astute manager with sound proficiencies in optimizing production processes, enhancing supply chain efficiency, deploying advanced manufacturing techniques, and applying cutting-edge technologies to enhance product quality and reduce time-to-market. Adept at leading cross-functional teams, nurturing key stakeholder relationships, and fostering a culture of continuous improvement to deliver superior performance and exceed customer expectations. Proven background in working with high-profile brands, including Lincoln Mercury, Chrysler Jeep Dodge, Subaru, Kia, Hyundai, Mazda, Mitsubishi, Nissan, and Infiniti. PROFESSIONAL OVERVIEW

GENERAL MANAGER BONIFACE HAIRS 2014 TO PRESENT

Oversee all aspects of employee management by managing and mentoring a cross-functional team of approximately 100 staff members. Ensure smooth operations and maintain financial health by handling budgeting, finance, sales, and dealership requirements.

Achieved top 5 ranking in the district and top 25 nationwide through surpassing predefined targets.

Maintained Customer Satisfaction Index (CSI) consistently above 95% by understanding client needs and boosting customer service quality.

GENERAL MANAGER LIA AUTO GROUP, ENFIELD CT, NORTH HAMPTON MA 2003 TO 2013 Realized better P&L control and overall performance enhancement by recruiting, developing staff, and implementing improved processes. Fostered a cooperative team atmosphere by coordinating efforts of business, sales, lease, service managers, associates, and finance personnel while setting and achieving monthly front and back-end goals and forecasts.

Improved market presence and performance by reforming, rebranding, and repositioning Lia’s Nissan, Volkswagen, Hyundai, and Kia dealerships.

Increased dealership visibility and sales by developing and executing marketing and advertising strategies across television, internet, and radio platforms.

Boosted sales and customer satisfaction by closely analyzing client demand, monitoring consumer trends, and distributing product knowledge.

Enhanced team performance and morale by interviewing, hiring, and mentoring new employees and managing a dynamic team of approximately 25 to 30 staff members.

Achieved significant growth in sales revenue and front and back-end profit through strategic management and implementation of best practices.

Elevated customer service performance by identifying key areas for enhancement and executing targeted training and improvement initiatives.

EARLY CAREER

GENERAL MANAGER HARTE AUTO GROUP, HARTFORD, CT

Heightened sales and customer satisfaction by leveraging a detailed understanding of trends in buying and leasing merchandise. Raised customer loyalty, product sales, and overall revenue by devising and employing strategic initiatives.

Catapulted departmental revenues, including Customer Satisfaction Index (CSI) through strategic sales and customer service efforts.

STEPHEN A. JAIKISSOON

GENERAL MANAGER, BETERA SUBARU BETERA CAR TRUCK DEALERSHIPS, WEST SPRINGFIELD, MA Boosted staff skills by hiring, training, and managing a team of 42 focusing on customer qualifying, product knowledge, selling, negotiating, and closing techniques. Maximized team potential by identifying individual strengths and utilizing proven training techniques for material retention.

Augmented repeat and referral business by training staff in cross-selling post-sale services and setting specific goals.

Increased back-end sales by training finance managers to align buyers with appropriate lenders.

Maximized local market share by directing TV, radio, news media, direct mail, and internet advertising and marketing initiatives, tracking results for maximum ROI.

Achieved over 50% sales growth within one year, ranking first in district sales revenues through deploying effective strategies.

GENERAL MANAGER, BETERA DODGE

Restored dealership profitability by re-staffing sales and service management, training sales professionals in networking, referrals, and efficient resource use, and handling escalated customer issues.

Improved service quality by retraining all personnel and fostering a customer-service-oriented environment.

Achieved high customer loyalty, repeat sales, and referrals by applying targeted marketing, promotional, and sales strategies specific to local customer demographics.

Increased dealership sales from an average of 90 units to 165 units monthly by driving effective sales and service strategies.

BETERA CHRYSLER / PLYMOUTH / JEEP

Launched new dealership as directed by Corporate Manager, orienting and training permanent GM. Maintained broad business perspective and bottom-line focus by emphasizing staff relations and team motivation. Built the largest Jeep dealership in Western Massachusetts with dedicated team of 50 employees. BETERA LINCOLN – MERCURY

Led daily operations of 45 managers and sales professionals by developing and administering budgets, monitoring P&L, and implementing expense controls.

Enhanced customer experience and professional work environment by designing a new floor plan.

Optimized inventory control by overseeing new car purchases and acquiring high-quality, late-model used vehicles.

Consistently exceeded sales quotas by establishing profitability requirements and formulating sales criteria for each deal.

Accomplished dealership profitability by accelerating monthly unit sales from 65 to 100. EDUCATION AND PROFESSIONAL DEVELOPMENT

Studies in Business Management, University of Toronto, Canada Structured studies and seminary in P&L Management, Recruiting, Staff Development, Marketing, Merchandising, Human Resources, Interpersonal Skills, and Customer Service TECHNICAL PROFICIENCIES

Reynolds & Reynolds, PC Windows 95/98/ME/XP/7 & 8, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project, and Outlook)

PROFESSIONAL AFFILIATIONS

Ambassador The Shrine Club, Springfield, MA 1994 to Present

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