Sales Support Service Operations

ALBERT L. FRIZALONE

Fort Myers, FL ***** 239-***-**** ********@***.***

Skills

• Purchasing strategies/client acquisition • Sales support

• Customer relations/service • Customer Satisfaction (CSI)

• Dealer/Technician Training • Sales/Service Management Training

• Account Development/Revenue Growth • Networking/Prospecting

• CDK & Reynolds & Reynolds Proficient • CARDONE Fixed Operations

• NADA Fixed Operations Training • Strategic Planning and Zoning

• Program Development & Integration • Work with Carrier, Daikin, Lennox, etc. Professional Summary

Results-driven operator/manager with a proven track record in strategic planning, managing, and improving operations and departmental development and innovation. Specializes in program and procedure implementation, training, service, and sales in both HVAC and the automotive industry. Experienced in hands-on training and identifying areas of strength and weakness to implement company growth, policies, standards, and operational efficiency. Skilled in optimizing productivity and bottom-line results through system improvements. Adept at growing and maintaining a substantial customer base. Out-of-the-box thinker with over 30 years of industry experience and excellence, specializing in service. Proven background in establishing and nurturing lucrative partnerships. Hardworking and driven professional equipped to revitalize sales and service operations.

Work History

SALES/SERVICE MANAGER 04/2023 to Current

CFS MECHANICAL SERVICES ROOFING & HVAC – Fort Myers, FL Implement, develop and coordinate HVAC division for sales and service operations to complement original roofing company

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• Achieved $5 million in sales from a zero base within 18 months Negotiated favorable pricing terms with suppliers, increasing profit margins without compromising on product quality

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Recruited, interviewed and hired employees including supervisors, sales persons and technicians to support new HVAC branch

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• Increased sales revenue through effective cross-selling and upselling techniques Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions

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Implemented efficient processes for order management, reducing errors and improving overall customer experience

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• Collaborated with marketing department to develop promotional materials that effectively showcased products and services offered

Developed strong relationships with key clients, expanding the company''s market share within the region

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• Built relationships with customers and community to establish long-term business growth

• Enhanced profitability by developing pipelines utilizing marketing and sales strategies Troubleshot sales and service operations to increase profitability and bring positive organizational change

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Service Operations Manager 04/2022 to 04/2023

Conditioned Air – Naples, FL

Provide customer service that meets or exceeds customer expectations to create and maintain professional business relationship and increase opportunities for growth

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Mentor/coach/supervise field staff to develop technical skills, HVAC technical knowledge, processes, procedures and understanding high level of customer service and safety required in field

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• Proficient in building and keeping loyal customer base

• Increased Google reviews from 3.5 to 4.8

• Reduced obsolete inventory by $400,000 in 3 warehouses

• Reduced filter loss by 125%

• Increased productivity by 150%

• Increased maintenance contracts by 75%

• Reduced 'drive-time' by 70%

• Set proper 'skill levels' of technician to increase 'fixed right' during first visit

• Monitored technicians' hours and call completion daily Oversaw and established good relationship with 72 technicians creating positive work environment and developed lasting professional relationships

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Established marketing plans to ensure Service Dept is aggressively seeking new customers and new market opportunities

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• Answered every single customer complaint or question with 100% satisfaction

• Worked closely with dispatch and billing, warehouse, and purchasing departments

• Familiar with Lennox, Carrier, Daikin, and many other AC systems Service & Parts Director/Consultant 04/2019 to 01/2022 Cook Motorcars Ltd. – Aberdeen, MD

• Dealer Process Improvement for multiple dealerships, Chrysler, Dodge and Mazda Complete development and transformation of dealership service and warranty department and policies, including customer satisfaction, service management training, internet marketing, performance improvement, business growth, consumer demographics and stellar operations such as installation of express oil change programs and varying software

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• All aspects of service analyzed and revised including mechanical, service and warranty Proven results in significant improvement of service department bottom line and CSI improvement from 50% to 99%; Warranty submissions from 76 days down to 1.7 days

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Dealer Consultant Service & Training 02/2015 to 07/2018 MSX International – Fountain Valley, CA

• Premium Dealer Process Improvement

• Complete development and transformation of dealership service department and policies, including customer satisfaction, service management training, internet marketing, performance improvement, business growth, consumer demographics and stellar operations such as installation of express oil change programs and varying software

• All aspects of service analyzed and revised including mechanical, service and warranty Proven results in significant improvement of service department bottom line and CSI at a rate of 98%

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• Specific Software implementation and Training

Proprietary software-as-a-service helps automotive dealerships and sales teams better understand and predict exactly which customers are ready to buy, the reasons why, and the key offers and incentives most likely to close the sale

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Its micro-marketing engine then delivers the right message at the right time to those customers, ensuring higher conversion rates and a stronger ROI

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Service & Parts Director/Consultant 01/2014 to 02/2015 A-Z Automotive Inc. – Whitestone, NY

• Origination and complete setup of Service Department, inclusive of Employee handbook Implemented training programs, certifications, rebuilt team and created customer service program

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• Handling of City contracts and tremendous daily volume Education

Associate of Arts: Business Administration And Management St. John's University - Jamaica, NY

REFERENCES UPON REQUEST

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