Sales Customer Service

Raymond Chesniak

**** ******* ***** *********@*****.*** Phone 262-***-**** Hartford, WI 53027

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AREAS OF EXPERTISE

• Operations Management • Management / Leadership

• Employee Development • Process / Project Design • Training / Development

• Computer Literate • P & L Management • Budgeting / Cost Reduction

• Analytical problem-solver • Excellent Presentation Skills • Strategic & Business Planning

• Persuasive Communicator • Business Process Optimization • Effective Decision-Maker

QUALIFICATIONS & KEY ACCOMPLISHMENTS

• Reviewed overall expense structure for facility and turned an $80,000 bottom line loss into a $50,000 net profit in 1 year.

• Restructured departments to facilitate growth, efforts included development of Training handbook for hourly and salaried employees, policy and procedure manuals, and training program designed to increase competence, reduce turnover, and enhance ownership of corporate goals and objectives

• Served as key liaison between work force, senior management and outside regulatory agencies on critical business issues, including but not limited to: Sexual Harassment, workers compensation, unemployment compensation, compliance with OSHA regulations

• Provided facility management and overall equipment responsibilities for a $6M 'reorganization project'

• Sought by senior management to provide leadership, recruitment and staffing expertise for $1M start up of 2 new facilities.

• Designed and updated all Information Systems to increase access to shared information, utilization of accurate (real time) tracking of customer orders/concerns, efforts significantly increased satisfaction scores

CAREER PROFILE

Executive Management / Operations / General Management

Professional career reflects over 29 years experience in executive administration, operations management, business analysis, strategic planning and employee training and development in a variety of sales and service industries. Achieved a continuous record of success to increase organizational efficiency and enhance productivity, improve customer satisfaction in a variety of environments. Leadership has been utilized in small start up, medium sized organizational turn around programs and large sales and service organizations. Responsibilities included, but were not limited to policy improvement, employee training and development, inventory control, parts, customer service satisfaction, receiving, facility management, sales, communications, budget and P&L. Served a key liaison between workforce and senior management.

Advance Auto Parts

General Manager, September 2010 – January 2012

• Responsible for all operations involving sales, inventory, delivery and merchandising for store producing 1.5 million dollars per year in sales.

• Directed staff of 14 people on the Retail side and 4 people in the Commercial Department.

• Monitored and maintained 1.5 million dollars in Inventory and performed yearly counts.

• Increased sales by 22% in one year through unique merchandising programs and completion of training for the current sales staff.

• Responsible for solving all customer service issues and maintained exceptional levels of customer satisfaction.

• Provided all training and motivation to sales and front line staff to improve professionalism and customer satisfaction as well as achieve sales goals.

Bauer Built Tire Inc.

Operations Manager, November 2007 - January 2009

• Responsible for all branch operations involving territory sales, sales closer, service, wholesale sales and delivery and warehouse operations.

• Directed staff of 17 people on retail side including 4 sales staff (both inside and outside sales), and supported service staff of 6 people responsible for filling tire and wheel orders for many major companies including: Coca Cola, Veolia Waste, Transport America and Roundy’s etc.

• Coordinated all service calls and dispatched personnel to appropriate locations for tire repairs as needed.

• Monitored and maintained $5 million inventory including quarterly counts.

• Evaluated all business operations and expenses at job inception and reduced operating costs by 27 % which moved store from operating loss of 80k, to a profit of 50k within 1 year.

• Also responsible for purchasing of all supplies and choosing vendors for entire facility.

• Coordinated maintenance and repairs on all company sales and service vehicles.

• Provided all training and motivation to sales and front line staff to improve professionalism and customer satisfaction as well as achieve sales goals.

• Responsible for all equipment repairs and purchases for entire branch. Provided coaching and feedback to entire staff which was used for increasing sales and service productivity.

Culligan Water - Cedarburg, WI.

Branch Operations Manager, 2005 - 2007

• Responsible for all branch operations involving sales, sales closer, service, and route delivery of consumable products.

• Directed Delivery staff of 5 drivers/Service Dept. staff consisting of 6 technicians, trained and supported Route coordinator position.

• Responsible for inventory control throughout monthly period and performed physical counts at month end. Monitored and maintained inventory.

• Responsible for ordering all new equipment and parts for entire branch.

• Responsible for solving all customer service issues and maintained exceptional levels of customer satisfaction.

• Handled all damage insurance claims from inspection to follow through of necessary repairs.

• Designed and wrote business plans which raised revenue levels through progressive marketing plan and fine tuning expense structures.

• Responsible for all pay structures and administrating yearly review process.

Capitol Ford - Madison, WI.

Operations Director, 2003 - 2004

• Performed as Operations Director and complete facility Customer Relations, Director for both Ford and Kia franchises.

• Established Service Drive Maintenance Inspection Program, which generated over $175,000 in additional sales for the calendar year.

• Raised CSI from 49 in Feb. 2003 to 70 in Dec. 2003.

• Raised "Fix it Right, First Time" score from 71 in Feb. 2003 to 82 in Dec. 2003.

• Fine-tuned service processes to acquire Blue Oval Certification.

• Raised training certifications from 35% completed to 65% completion in 1 year.

• Directed 4 Service representatives and 19 Technicians while adding 4 asset trainees for future growth.

• Installed shop Comeback Logs and Productivity Logs to improve efficiency of the Repair Shop.

Saturn Dealership - Greenfield, WI. & Clearwater, FL.

Director of Fixed Operations, 1990 - 2003

• Established opening of two brand new Saturn facilities including Saturn of Milwaukee and Saturn of Greenfield.

• Oversaw all parts and service operations including inventory management, ordering, scheduling of appointments, dispatch work, closing of work orders, processing of shortage claims and customer service.

• Established programs to motivate personnel in increasing service sales.

• Trained and supervised all Service representatives in techniques for effective selling and merchandising of Auto Service and products.

• Provided all accounting for two departments including processing of claims, balancing of warranty and sublet schedules.

• Hired, trained and supervised staff in Service Warranty Administration.

• Assisted office manager with daily accounting functions.

• A key participant in making the Service Department profitable within 3 months of Grand Opening for Greenfield location and 7 months for Clearwater location.

• Coordinated growth of the Service Department to the third largest in Service/Sales and Gross among a group of 14 stores in 4 years after opening.

• Attained highest percentage of gross profit retention in the district (15 dealerships).

• Selected as the Dealership's Customer Relations Liaison by the Saturn Assistance Center.

• Selected as the Dealership's System Administrator to troubleshoot all problems.

EDUCATION AND TRAINING

PC Pro Schools 2009

Microsoft Certifications (MCP,MCDST) 2009

Reynolds & Reynolds School

Certificate, Computer, 1988

Automatic Data Processing & Basic courses in Reynolds Computer System

St. Petersburg College

B.A., Business/Computer Science, 1981

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