Sales Service

Mark Herold

832-***-**** • ****.******@*****.***

Houston, Texas 77094 • linkedin.com/in/mark-herold-2796b831

Corporate Sales/Service Trainer Manufacturer Dealer Support

Accomplished and performance-driven professional with comprehensive retail experience in automotive sales and service positions.

Proven success in overseeing sales and service management functions as well as developing and delivering training content and processes across multiple channels and platforms. Experienced in creating and employing new hire on-boarding and training processes that reflect an organizations desired experience for their clients. Critical thinker and problem-solver with expertise in identifying opportunities, preparing training materials, and facilitating process improvement across the company. Adept at providing training to sales and service teams on methodologies that support established targets. Demonstrate excellent organizational and analytical skills required to track operational measures and analyze results. Articulate communicator; exhibiting excellent technical writing and strong presentation skills.

Areas of Expertise

·Strategic Planning & Execution

·Service Process Development

·Sales Management

·Continuous Improvement Process

·Performance Enhancement

·Operational Excellence

·Sales Training Development

·Learning Management System

·Team Leadership

Career Experience

Asbury Automotive Group, Duluth, Georgia 2011 to 2019

Director of Process Development

Led, directed, and managed overall process development activities to ensure smooth running of functions. Conducted detailed analysis to identify and capitalize on opportunities to facilitate process improvement throughout the company. Planned, created, and maintained online and print training content for various departments, including sales, fixed operations, compliance, F&I, risk retention, and HR. Liaised with sales and service national directors to design and deliver training content, including digital, print, and video on-demand courseware (VOD). Organized and monitored annual national recognition programs for sales and service personnel.

Key Contributions:

●Supervised and managed national sales training team, provided active functional support to deliver excellent performance, and shared constructive feedback to enhance productivity.

●Developed and employed employee performance management and retention initiatives in coordination with executive team.

●Introduced a new customer focused sales approach across a dealer network of 88 franchise dealerships that aided in streamlining the new hire introductory and ongoing training process.

●Designed and documented an entry level lube tech service technician training curriculum in collaboration with fixed operations directors.

THE Warranty Group (Resource Automotive), Chicago, Illinois 2002 to 2011

Regional Developer

Rendered expert services as a regional developer and recognized as a top producing developer in client retention. Adopted best practices and procedures to ensure successful implementation of manufacturer’s initiatives, including Volvo Cars of North America VCSI, American Honda EXCELL, and Nissan/Infiniti of North America Customer Touch Point Review and Kia KDEP. Planned and implemented continuous improvement initiative for various clients, including Asbury Automotive Group, Group1 Automotive, Gillman Automotive, South East Texas Classic Automotive, Penske Automotive Group, Tom Benson Automotive Group, and John Eagle Automotive Group.

Key Contributions:

●Played a key role in earning the “Premier Partner Award” from American Honda Motor company.

●Developed and installed a continuous improvement program covering sales, service, and parts departments, resulting in significant increase in customer satisfaction and reduce turnover.

●Delivered excellent performance and results as a Certified Continuous Improvement Management Instructor and Certified Dealer Validation Workshop Instructor.

Education & Credentials

Coursework toward Business Degree, University of Houston, Houston, Texas

Powerbuilder 6.0, Futurewise Technical Institute

Technical Proficiencies

Windows Office Tools, (Word, Excel, PowerPoint, Visio, Publisher)

Video Production (Final Cut Pro X, Adobe Captivate, Photoshop)

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