Center Operator General Manager

Luis Pabon

Saratoga Springs, NY

518-***-**** • ******@*****.***

Experienced Operations Strategist and Business Leader

•Results-driven and motivated Operations Manager with extensive experience building and motivating teams, and driving substantial gains in efficiency, productivity, and revenue within highly competitive markets. Offers exceptional management skills, leading teams, processes, and initiatives in the achievement of operational and fiscal goals.

•Applies strong attention to detail and exceptional business skills to consistently meet and exceed performance targets in areas that include project management, sales, marketing, training, process improvement, and team leadership.

•Serves as an integral contributor to business growth, establishing clear goals and expectations, and providing the necessary support to overcome challenges and remove roadblocks to success.

AREAS OF EXPERTISE

•Operations Management

•Staff Training/Development

•Project Management

•Revenue Growth

•Automotive Industry

•Budget Administration

•Sales and Marketing

•Award Winning Performance

•Customer Experience

•Team Leadership

•Digital/Social Marketing

•Process Improvement

•Construction industry

PROFESSIONAL EXPERIENCE

OWNER OPERATOR, WINDOW KING OF SARATOGA (2019-Present)

Responsible for all business operations of a home improvement business, specializing in windows and exterior doors. Maintaining a high level of customer satisfaction in an extremely competitive industry.

Evaluate cost estimating deliverables prepared by consultants for cost containment accuracy, uniformity, and completeness

Conduct construction/project site visits gathering relevant information and determine what information is to be used to produce project estimates

Plan supervise and participate in the preparation of construction cost estimates of buildings or other structures from drawings, outlines, and specifications

Direct and coordinate independent contractor teams, analyzing data on all factors that influence costs such as material, labor, equipment, and profit

Prepare technical evaluations, cost estimating, draft reports, memos, and letters and present recommendations to management

GENERAL MANAGER, PAUL MILLER BMW (2018-2020)

Leads vision, strategy, and execution for all facets of operations at this dealership focusing on the sales and servicing of BMW automobiles. Directs teams engaged in Sales, F&I, and Service operations while ensuring the overall quality of the customer experience.

Outstanding results, continually driving revenue and market share in a challenging and highly competitive industry.

GENERAL MANAGER / CENTER OPERATOR, BMW OF SOUTH ALBANY (2016 – 2018)

Fulfilled a critical role overseeing operations at this BMW dealership serving the needs of South Albany and the surrounding area. Developed and executed sales and marketing strategies that bolstered the visibility of the company, continually meeting and surpassing revenue and performance targets.

GENERAL MANAGER / CENTER OPERATOR (PROMOTED FROM GENERAL SALES MANAGER IN 2010

KEELER BMW/MINI (2008 – 2015)

A demonstrated record of success and achievement at this BMW and Mini dealership, marked by a promotion to a position of increased influence, authority, and accountability.

As General Manager, supervised 75 employees across all departments, achieving $2.4M in overall net profit in 2012. Served as the architect of a retail advertising and marketing plan leveraging a winning combination of direct mail, Internet advertising, social media engagement, merchandising, and customer appreciation events.

Successfully achieved 200% YOY growth in Mini used vehicle sales, reaching $6.1M; captured a 5% YOY increase in top line revenue to $85M and a 33% YOY increase in net profitability.

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Luis Pabon

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Strengthened the customer follow-up process, introducing the “Never Lose a Deal” letter, a personalized correspondence delivered to all customers completing physical and online showroom visits, sparking an 8% YOY gain in BMW sales.

Established a new process incorporating participation by the Service Manager to provide credibility to up-sell recommendations, with a 6.8% increase in Customer Pay revenue growth, coupled with a 5.4% increase in YOY gross profit. Customer Pay sales in 2012 translated to $981,000.

Strengthened the overall quality of the customer experience through staff training, the addition of a service greeter, and the innovation of a new vehicle walk-around process. This served as the foundation for recognition by BMW NA for Most Improved Service Initiation Dealership in 2013, advancing from 60th place to 3rd place in one year.

Navigated the dealership through process improvement projects to enhance Balanced Scorecard metrics, resulting in the achievement of Center of Excellence status in 2009 and 2014.

Recognized with multiple awards and accolades for top performance, including Platinum Level for BMW North America’s Profiles in Achievement on four occasions, Victory Lap recipient on two occasions, and selection as a member of the BMW of North America Council of Sales Excellence in 2010.

EARLY CAREER

Sales Manager, Acura of Bedford Hills

Sales Consultant, Curry Acura

Wholesale and Assistant Parts Manager, Acura of Westchester

EDUCATION & CREDENTIALS

Graduate

NADA Dealer Academy

Joe Verde Sales Training

Grant Cardone Sales Training

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