Customer Service Sales

Dereck A. West

***** ******** **** **********, ** 48111 734-***-**** adku08@r.postjobfree.com

Qualifications Summary

Innovative and tenacious leader with excellent coaching abilities and customer service skills. Critical thinker and decision-maker with strong problem-solving and organizational skills. Accomplished business development strategist with success growing sales. Proficient at leading change, reducing cost, improving service levels and utilizing resources to meet deadlines. Adept at listening to customers and identifying needs and solutions to fit the need. Strong ability to oversee all aspects of operations. Background in leading teams that meet and exceed company goals. Well-versed in developing and implementing processes that increase efficiency, sales, and profitability. Ability to smoothly manage complex and conflicting needs in a dynamic environment.

Core Competencies

Operations Management Staff Supervision Human Resources

Automotive Service Estimating Training Mentoring Budget Planning

Customer Service Relations Marketing Advertising Quality Control

Revenue Profit Loss Retail Sales Management Leadership

Inventory Management Business Development Merchandising

Strategic Business Planning Warranty Compliance Price Negotiations

Customer Loyalty Process Improvement Communications

Professional Experience

Hines Park Lincoln Plymouth, MI

Service Advisor November 2020 – Present

Liaison between service technicians and dealership customers. Assisting customers in determining problems with their vehicle while providing accurate repair descriptions to technicians. Scheduling appointments and estimating cost of repair. Conducting inspections, test driving vehicles if needed and explaining repairs to the customer.

BMW of Ann Arbor – Suburban Collection Ann Arbor, MI

Assistant Service Manager May 2014 to October 2020

Initiate automotive services and repairs by ascertaining performance problems and services requested. Verify warranty and service contract coverage. Develop estimates and write repair orders while maintaining customer rapport and records. Direct eleven automotive technicians to diagnose, estimate, and repair vehicles. Ensure that every customer is driving a safe and reliable vehicle. Train and mentor the porters and service advisors. Provide outstanding customer service. Resolve problems on a daily basis.

Accomplishments:

Suburban President's Club Winner, 2015, 2016, 2017, 2018 and 2019

Service and parts sales exceeded $2.9M in 2019.

Ranked #2 Service Advisor for sales and customer service within the Suburban Collection, 2019.

Consistently meet or exceed sales goals.

Dereck A. West

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Germain Automotive / Howard Cooper (Volkswagen, Audi, Porsche) Ann Arbor, MI

Service Advisor July 2008 to May 2014

Provided expert technical explanations and resolved product disputes between customer, dealer, and manufacturers. Ensured highest quality repair status, including educating and resolving customer technical issues and vehicle operation problems. Directed fourteen automotive technicians to diagnose, estimate, and repair vehicles. Conferred with customers to obtain descriptions of problems, discuss work to be performed and suggest future repair requirements. Prepared service estimates, ordered parts, and contacted customers to explain needed repairs, estimated costs, and repair timeframe. Provided outstanding customer service.

Accomplishments:

Built repeat business and customer loyalty by maintaining excellent customer service index surveys.

Achieved superior dollar per hour rate on each repair order.

Earned Master Certification from Volkswagen AG.

Petland Belleville and Lansing, MI

Owner 1997 to 2008

Managed store operations for two franchised pet stores with $2.3M in annual sales. Handled the budget planning and tracking, accounting, and payroll. Directed inventory control, receiving, and merchandising. Supervised 30 full- and part-time employees. Created and implemented marketing and advertising plans. Provided excellent customer service and public relations. Interviewed, hired, trained, coached, mentored, and scheduled employees.

Accomplishments:

Earned Nicholas Alexander Progress Award for improving sales and profitability, 2002 and 2004.

Nominated for Store of the Year, 2003, 2005, and 2006.

The Belleville store had the largest grand opening in the company's history. Both stores were high-performing and in the top 10% in sales nationwide.

Education

Western Michigan University / Kalamazoo, MI

Bachelor’s of Organizational Communications, 1994

Computer Skills: MS Word, MS Excel, ADP, Reynolds, Karma. X -time

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