Customer Service Pre Owned
Resume:
Stephen Arnold
Ypsilanti, MI *****
*********@*****.***
Automotive for life.
Work Experience
Multi Brand Sales Professional
Exclusive Automotive Group - Ashburn, VA
May 2020 to March 2023
Multi Brand Sales Professional-
Sold new and pre owned vehicles.
New brands sold - Bentley/Aston Martin/Koenigsegg/Karma Store ran with 5 salespeople. I primarily focused on the pre owned sales but always sold a few new cars each month. Much easier to explain via telephone or in person. I am confident my skills,knowledge,experience,and sheer work ethic would be beneficial to your company. New Car Salesman / floor closer
KOONS STERLING FORD - Sterling, VA
March 2010 to April 2020
After my 1rst month there I was the #1 salesman and never fell for 10 years. I achieved level 4 for ford. Which is the highest award and level that Ford uses to acknowledge their elite. You have to sell 200 plus new cars, 30 Certified Pre Owned vehicles, Maintain an average of $3400 per copy on the front, minimum 65% of your customers must finance, above 35% penetration on warranty,maintenance,and gap,Customer Service Index must be above region, and 65% of your customers must do first service with us. They wanted to make ensure you were supporting all departments and keeping your customers in routine of coming to the dealership.They’re happy you’re taking care of their car. Lastly, I left there to take on the challenge of selling Bentleys,AstonMartins,Karma, and Koenigsegg. I have fun at work and I know the road map to completing the sale. Including the first follow up touch that should come 1-3 hours post delivery.
Please let me know your thoughts as I am very confident that my skills,knowledge,and passion for customer service and sales would serve as a positive addition to your company. Helper/2nd Pressman/Operator/Lead Press Operator/Pressroom Supervisor/ Production Manager
Pollard Banknote Limited - Ypsilanti, MI
December 1987 to February 2003
We just landed a few big lottery (scratch off) contracts so my mentor and leader was one position ahead of me at all times. It was early on that he realized that he could not advance unless I was prepared to advance to replace his role. The difference was, That he already had 8 years of printing under his belt where I had none. So, it was constant learning,proving,observing,training,and tons of pressure as his advancement in the company depended on being capable to step directly in his shoes without the company missing a beat. I loved every minute of it. Because of that unique situation I was able to start there as a helper making $6.25 an hour and ended my career there as a very successful Production Manager. In charge of the printing presses,fan folder, shrink wrap machine,boxers,shipping/receiving, and quality Control. Huge accomplishment.
Education
2 years of college. -- Midland in Business Management/Automotive Marketing Northwood University-Michigan - Midland, MI
August 1986 to December 1987
Skills
• Production Management
• Business Management
• Production Planning
• Lean Manufacturing
• Plant Management
• Lean
• Manufacturing
• Logistics
• Sales Management
• Product Development
• Project Management
• Process Improvement
• SAP
• Dementia Care
• Pricing
• Team Management
• Supply Chain
• Strategic Planning
• Budgeting
• Sales management
• Business development
• Retail sales
• Team management
• Leadership
• Supervising experience
• Project management
• Google Docs
• Dealership experience
• Analysis skills
• Recruiting
• Mentoring
• Marketing
• Negotiation
• Pricing
• Customer service
Awards
Level 4 -Ford Motor Company
December 2014
Achieving Level 4 is an honor to have achieved. It’s criteria is on a floating scale as each year it’s based off being minimally 20% higher than the top level 3. It consist of a top notch mix of new sales,pre owned sales,closing ratio,gross per copy, customer service index, percentage of customers financing,purchasing warranty,maintenance, and gap coverage. Certifications and Licenses
Assistant Chemist
January 1999 to March 2001
State required that we had to had to have a chemist on duty 24hrs a day. We had a biologist /chemist there during the day and because I had most schooling, I was given title of Chemist Assistant ( I took some crash courses and they gave me the title cause the state required it to maintain the color and integrity of the scratch off tickets remained consistent so it couldn’t be cheated. So, I learned to match colors and maintain viscosities.
Achieved level 4 with Ford
January 2013 to Present
Highest award a ford employee can achieve.
Groups
OPERATIONS MANAGER of Roadblock Protective Systems - Aftermarket Automotive company
April 2004 to June 2006
Companies focus was solely about total vehicle protection. I did active sales with all the Hi line dealers and scheduled the work daily. Did paint protection film,windshield treatment,wheel protection, full details, and tint windows. When the housing market crashed a few years later so did we. Nobody was spending $ on extra things. So, the business shut down. Additional Information
• CUSTOMER RELATIONS MANAGER/FACILITATOR
• This job taught me to manage my time in the best way. Customer MUST feel they are important to the functionality of the business throughout the entire process and afterwards also. The Honda store was doing so bad with customer service index. When I arrived the sales department was in the low 80’s and the service department was in the high 70’s. Absolutely loved that challenge. Inside a complete year we achieved “Presidents Award”!I The owner was back to getting his vacations from Honda and getting acknowledged at dealer principal meetings. It was actually a highlight in my career to be the adhesive that was connecting the once “non communicating” departments . So, I did spend time winning the owner over and just getting him to trust me and that we could do it without with the team we had in place. Had to re direct the focus placing customer satisfaction above all. My job was to get the dealership flowing the way a high volume top notch dealership operates. So I learned a lot about customer service in that job. I learned how to ask for a perfect survey but firstly I learned how to ensure we earned the perfect survey. Stressful but very rewarding.
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