Customer Service Social Media

Cedric L. Ellis

Woodbridge, VA *****

601-***-**** • ***********@*****.***

Veteran Preference: 30%+ Disabled Veteran

Employment authority category: Military Spouses, under Executive Order (E.O.) 13473 Qualifications:

Experienced customer service professional with extensive experience delivering exceptional service, managing inventory, supply and logistics, and resolving customer issues. Responsible for anticipating future products on by analyzing historical data, market trends, and other factors. Optimized inventory management by ensuring timely availability of inventory thereby minimizing shortages. Key skills include communication, problem-solving, conflict resolution, and proficiency with customer service software and tools such as letters, reports, spreadsheets, and databases.

Achieved significant quarterly bonuses for outstanding sales performance, increasing sales by double-digit percentages. Proficient in the Microsoft Office suite, providing clear and effective communication with team members, addressing concerns, giving feedback, and ensuring role clarity. Skilled in delegating tasks based on strengths, mediating conflicts, identifying and mitigating risks and issues such as overstocking or shortages, optimizing supply chains, and adapting to changing market conditions and external factors. Professional Experience:

Internet Manager

Roger-Dabbs Chevrolet, Brandon, MS

May 2021- August 2023 fulltime, 50hrs/wk

Sales professional responsible for internet sales. Coordinated and managed supply and inventory operations; included monitoring inventory and analyzing patterns to maintain adequate stock to meet customer needs.

Conducted analysis and assessment of inventory and assisted with daily operations, performed additional duties that were necessary to drive sales as well as used leadership skills to build a strong team of employees. Duties included security practices for ensuring the safeguarding of classified information. Administrative office experience, highly organized, providing detailed information regarding vehicle inquiry. Exceptional communication skills speaking with a high volume of customers. Understood and complied with the federal, state, and local regulations for successful operations.

Sales Strategy

• Managed online sales leads by handling inquiries from potential customers received through the dealership’s website, third-party sites, and social media platforms

• Implemented and oversaw online marketing campaigns, including email marketing, social media advertising, and search engines

• Used customer interactions to follow up on leads, and maintain customer relationships

• Ensured that the online inventory was up-to-date and accurately reflected the vehicles available for sale

• Guided customers through online sales process, from initial contact to finalizing the sale.

• Monitored key performance indicators, such as lead conversion rates, website traffic, and sales metrics, utilizing the data to improve online sales strategies

• Worked closely with other departments such as finance to ensure a seamless customer experience

• Effectively engaged with internet customers via phone, email, or in person, providing information about the dealership, products, and services.

• Promptly responded to customer inquiries and directed their message to the appropriate personnel

• Stayed informed about new products, features, and accessories by attending relevant training

• Understood and adhered to legal compliances helped the auto dealership operate legally, avoid penalties, and maintain a positive reputation with customers. General Sales Manager (GSM)

Nissan of Meridian and New South Ford, Meridian, MS March 2017- May 2021 fulltime, 55hrs/wk

Senior management position that managed and oversaw the overall administration and operations of two dealerships, achieving an average of 150 sales per month. Responsible for profitability across both new and used vehicle departments. Conducted weekly sales and training meetings with employees and managers to strategize and achieve sales and gross profit objectives. Oversaw hiring and performance monitoring of managers and staff. Coordinated procurement of new and used vehicles, and managed inventory orders accordingly. Ensured the success of the dealership by having strong leadership skills, applied strategic thinking, and excellent communication skills. Ensured compliance with federal, state, and local regulations to support successful operations.

• Ensured customers understood clear disclosure of credit terms

• Explained detailed warranty information and advised on mechanical and electrical systems

• Abided by mandated safeguarding of customer information

• Ensured vehicles met safety standards and recall regulations

• Monitored and enforced laws against discriminatory lending practices

• Provided regular training to sales staff and management on relevant laws and regulations; provided ongoing training and development for the sales team to improve their skills and performances

• Conducted regular/weekly sales meetings

• Ensured that all regular internal audits, practices, and procedures complied with current laws

• Maintained thorough and accurate records of all transactions, communications, and compliance efforts

• Managed and lead sales teams, including sales managers, salespeople, and administrative staff

• Set goals and objectives to ensure the teams met or exceeded the goals

• Developed and implemented sales strategies to increase vehicle sales and profitability

• Analyzed market trends and competitor activities to adjust strategies accordingly

• Ensured a high level of customer satisfaction and addressed any customer service issues that would arise

• Managed the dealership’s inventory, including ordering new vehicles and ensuring the lot was well-stocked with a variety of models

• Montinored the inventory turnover and implanted strategies to move aged inventory

• Developed and managed the sales department’s budget, including forecasting sales and expenses

• Monitored key financial metrics such as gross profit, net profit, and expenses

• Coordinated with the marketing department to plan and execute sales and promotions and advertising campaigns; utilized various marketing channels to attract potential customers

• Analyzed sales data and generated reports to track performance and identify areas for improvement

• Presented sales performance reports to upper management

• Ensured the sales department complied with all federal, state, and local laws and regulations governing auto sales

• Worked closely with other departments as finance, service and parts to ensure a seamless customer experience

Car Salesman

Watson Quality Ford, Jackson, MS

January 2015 – March 2017 fulltime, 50hrs/wk

New South Ford Nissan, Meridian, MS,

May 2005- December 2014 50hrs/wk

Certified Sales Consultant: Ford and Nissan

Experience includes high-impact sales and consistently exceeding challenging sales objectives. Effective in negotiating and closing deals to increase company sales. Proficiently sold a wide range of new vehicles as well as used vehicles of all makes and models. Kept an active social media presence to reach new customers.

Maintained key client relationships to successfully sell vehicles valued from $10k to $70k. Developed sales strategies and set sale goals to ensure peak performance. Established relationships with new customers; maintained contact with existing customers through meetings, emails and by phone; followed up with current and potential customers to produce leads and close sales. Advised customers regarding payment options; loans and leasing banking terms; Conducted test drives to demonstrate automotive features. Negotiated delivery and price variations; updated management daily; records of sales and orders; kept track of quantities and inventory of cars on display; kept up to date on changes in pricing, leasing programs, incentives, etc.

• Welcomed customers as they entered the dealership and created a friendly atmosphere

• Asked questions to understand what the customer was looking for in a vehicle, including their preferences, budget, and intended use

• Offered detailed information about various vehicles, models, features, options, and pricing

• Arranged and accompanied customers on test drives, explained features, and answered questions during the drive

• Discussed and explained pricing, trade-in values, and financing options with customers

• Negotiated terms to reach a mutually agreeable deal

• Assisted customers after the sale to ensure satisfaction and addressed any post-sale concerns

• Maintained relationships for potential future sales and referrals

• Kept detailed records of customer interactions, sales, and follow-up activities in the dealership’s system

• Stayed informed about the dealership’s current inventory, including new arrivals and any vehicles that needed to be moved

• Participated in regular training sessions to stay updated on new products, sales techniques, and industry trends

• Ensured all sales activity complied with federal, state, and local regulations Military Experience:

US Army Reserve: 13 years

Platoon Sergeant/Finance Assistant Ft. Benning, GA Part-time/48hours/month

Ensured accountability for over 60 soldiers; inspected soldiers’ uniforms and living arrangements. As a Finance Assistant, assisted soldiers with minor and or critical pay problems; processed travel vouchers and travel orders; received three Certificates of Achievement and one Army Commendation Medal.

• Acted as the principal advisor to the Platoon Leader on all matters concerning the enlisted personnel

• Lead and supervised the daily activities of the platoon, ensuring tasks were completed efficiently and effectively

• Mentored and developed junior non-commissioned officers (NCOs) and enlisted soldiers, providing guidance on military skills, professional development, and personal issues

• Enforced standards and military regulations

• Assessed and evaluated the training needs and performances of soldiers

• Assisted the Platoon Leader in planning and executing missions and operations

• Maintained accurate records of the platoon’s personnel, including leave, promotions, and disciplinary actions

• Ensured that soldiers’ administrative needs were met, such as pay issues and medical appointments

• Oversaw the logistical needs of the platoon, ensuring that soldiers have the necessary supplies and equipment

• Acted as a liaison between the platoon and higher command, conveying information and ensuring that orders were understood and implemented

• Provided counseling and support to soldiers on professional and personal issues, helping them navigate challenges to develop their careers

• Ensured that all safety protocols and procedures were followed during training and operations to minimize risk of accidents and injuries Truck Driver –Baghdad, Iraq, fulltime/12 months

Responsible for operating and maintaining a variety of military vehicles including trucks, Humvees, and other transport vehicles. Crucial in providing logistical support for military operations. Hauled ammunition, supplies, water, food and other necessities the soldiers needed to survive on the battlefield. Received one Army Commendation for excellence service in Iraq.

• Operated military transport vehicles to move personnel, equipment, and various supplies to various locations

• Drove in diverse conditions, including off-road convoys, and in hazardous environments

• Planned routes to avoid hazards and ensure timely delivery of cargo

• Performed routine maintenance checks on vehicles, including oil changes, tire inspections, and brake checks

• Identified and reported mechanical issues and ensured vehicles were in good working conditions

• Adhered to safety protocols, standards and regulations while operating vehicles

• Conducted safety inspections to ensure cargo was secured properly

• Load and unload cargo, ensuring it was properly secured and balanced within the vehicle

• Handled various types of cargo, including hazardous materials, ammunition, and sensitive equipment

• Maintained accurate records of cargo, including manifests and delivery receipts

• Ensured all necessary paperwork was completed and filed correctly

• Maintained constant communication with dispatchers, commanders, and other personnel to provide updates on delivery status

• Used radios to coordinate with convoy members and report any issues

• Responded to emergencies, including vehicle breakdowns, accidents, and other incidents

• Supported combat operations by transporting troops and equipment to and from the battlefield

Special Equipment Vehicle (Sev) Driver –Bloomington, Indiana, fulltime/24 months Escorted and guarded various civilian and military vehicles equipped with classified and dangerous equipment. Kept accountability for over 60 Government Credit Cards. Possessed a Secret Security Clearance and received one certificate of achievement for exceptional service as a Sev Driver.

• Provided transportation for ammunition and medical support

• Maneuvered the SEV safely for operation support

• Conducted routine maintenance checks to ensure the vehicle was operations and ready for use

• Supported military operations by transporting personnel, equipment, supplies to designated locations

• Maintained communication with command and fellow soldiers to coordinate movements and respond to mission requirements

• Ensured the safety and security of the vehicle, passengers, and cargo during operations

• Participated in ongoing training to improve skills in vehicle operations, maintenance, and mission-specific tasks

Education and Training:

Meridian, MS High School, Diploma

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