ALLEN L. WILSON

TALLAHASSEE, FL 850-***-**** adyeug@r.postjobfree.com LINKEDIN.COM/IN/ALLENWILSONPROFILE

Director-level leader poised for strategic sales, account management, and customer success roles focused on driving high-volume and high-ticket sales. Combines broad-based experience in retail, wholesale, and service sectors, with consultative approach to achieve challenging objectives. Well-versed in assessing key client priorities and developing aligned plans to surpass expectations. Talent for identifying opportunities to improve business performance and client relationships. Experienced in recruiting, training, and developing talented teams.

CORE COMPETENCIES

Sales Management New Business Development Strategic Marketing Strategic Account Management

Customer Satisfaction & Success Operations Leadership High Performance Team Leadership

Service-Level Agreements Regulatory Compliance Reporting & Documentation Training & Mentoring

PROFESSIONAL EXPERIENCE

RESIDENTIAL ELEVATORS INC. TALLAHASSEE, FL 02/23 Present

Customer Service Director

Supervisory Responsibilities

Recruits, interviews, hires, and trains departmental staff

Oversees the daily workload of the department

Provides constructive and timely performance evaluations

Handles discipline and termination of employees in accordance with company policy

Duties/Responsibilities

Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience

Established performance metrics for customer service representatives

Established service levels and requirements for the department

Developed and implemented methods to record, asses, and analyze customer feedback

Developed and implemented training and quality assurance programs for new hires and existing employees

Drafted and implemented the department’s budget

Acted as a liaison between the customer service department and other divisions of the company

AMERICAN AUTO SHIELD TALLAHASSEE, FL

Vehicle service contract developer and automotive claims administrator.

Technical Claims Adjuster I 08/22 01/23

Work closely with customers, addressing inquiries and ensuring continuous delivery of quality services and support. Perform comprehensive reviews of contract coverage terms / conditions and inspection reports – maintaining commitment to cost-effective claims adjudication in alignment with coding and documentation standards. Utilize computer claims systems to enter claims, generate estimates, and prepare evaluation / repair summaries. Manage loss investigations, recommend further action on claims exceeding limits, and collaborate with supervisor on approvals.

PETER BOULWARE TOYOTA TALLAHASSEE, FL

Largest Toyota dealership in North Florida with #1 volume ranking in West of Jacksonville, FL.

Service Director 08/20 07/22

Returned to organization to steer full-scale turnaround of service department. Articulated priorities for reversing persistent revenue losses, raising customer satisfaction index, and increasing staffing and employee retention. Drove excellence in service platform, covering sales, profitability, compliance, productivity, growth, and collaboration among leaders, service representatives, vendors, and clients. Fueled business with creative development and launch of high-impact promotional materials / campaigns. Built talented team, managing recruitment, selection, and training in addition to applying motivational leadership techniques to optimize individual and team performance.

Rapidly ramped up service department staff 60%+, hiring and training business development agents, service advisors and technicians, porters, detailers, and administrative staff.

Increased customer service index from 2.9 to 4.8 (5-point scale) in less than one year by cultivating corporate culture shift and infusing individual staff accountability for consistently delivering high-quality work.

Achieved $400K gross monthly profit, reversing profit position from red to black by instituting new expense controls – including hybrid production-based and hourly rate method for lube techs and detailers compensation.

FEDDON AUTOMOTIVE GROUP TALLAHASSEE, FL

60+-year old auto dealer with six operating locations.

Service Director 09/18 08/20

Recruited to launch and direct service operations focused on boosting profitability and customer service quality. Worked with internal / external stakeholders to achieve individual and group objectives. Established culture of multidisciplinary collaboration, cohesion, and compliance. Selected, developed, and retained highly engaged teams focused on surpassing expectations while adhering to laws, regulations, and corporate standards.

Established service department infrastructure, delineated financials, structured detail department, recruited and trained service advisors / technicians, and defined compensation plans.

Achieved profitability in 30 days, well ahead of typical 9-12 month timeline for dealerships, with implementation of expert dealership accounting and expense control best practices.

BOBBIN TRACE AUTOMOTIVE DBA LEGACY TOYOTA TALLAHASSEE, FL

Now Peter Boulware Toyota (above).

Service Director 10/16 08/18

Advanced to role to focus on elevating quality and profitability of service operations through strategic team building, resources allocation, and cross-functional collaboration. Oversaw adherence to laws, regulations, and organizational standards. Provided teams with the support, tools, and motivation to surpass goals while maximizing client journey.

Instituted mandatory training regimen for service technicians, evolving instructional engagement by linking training to higher compensation.

Maximized staff retention by optimizing employee scheduling for ideal work-life balance, motivating employees to maintain peak performance.

Service Manager 10/12 10/16

Coordinated service department operations, including staffing, performance monitoring, and continuous delivery of top quality services to customers.

Assistant Service Manager / Service Advisor 09/06 11/12

Liaised with customers throughout development and implementation of maintenance and repair work orders. Teamed with technicians to address customer needs and inquiries in alignment with warranties, service-level agreements, and top performance standards.

STEWART PARK HOMES THOMASVILLE, GA

Retailer of private residential cottages, cabins, and RVs.

Territory Account Manager 06/05 09/06

Built and managed dealer network within assigned territory, providing all aspects of prospecting, marketing / sales strategies planning, floor plan changes, staff / management training, and customer service optimization to ensure quality deliverables.

TALLAHASSEE FORD TALLAHASSEE, FL

Premier new and used Ford dealership serving Leon, Gasden, Wakulla, Jefferson, Madison, Grady and Thomas Counties.

Sales Associate 04/02 06/05

Performed sale of new and pre-owned vehicles, including negotiation of terms and conditions in alignment with dealer and manufacturer customer service standards.

EDUCATION

Francis Marion University Florence, SC Bachelor of Science in Business Administration

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