Sales Customer Service

**** ******* ****, ****** ** *****

630-***-**** *****.*****@*********.***

CECIL YOUNG

CAREER SUMMARY

Operations manager with diversified experience in operations, full P&L responsibilities, business development, and profitability. Performed duties in all aspects of rental, leasing, and customer service within the trucking industry. Demonstrated leadership in management roles, while continuously seeking opportunities for self-improvement. Ability to develop and train cross functional teams and build solid internal/external customer relations. Widely recognized for superior skills in leadership, team building, employee development, increasing area productivity and profitability, and creating significant business relationships. Consistently exceeded sales and marketing objectives. Described as energetic, highly respected, with strong values, and a passion for serving customers.

PROFESSIONAL EXPIRENCE

Assistant District Rental Manager, PENSKE Truck Leasing, 2004- 2011

• Responsible for 12.9 million dollar business plan

• Expertise in resolving escalated customer service issues

• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies

• Screening & interviewing prospective rental representatives

• Responsible for opening agents in new market areas and setting monthly revenue goals and quarterly performance reviews/ audits

• Contributed to portions of District business plan development

• Accountable for controllable expense of P&L for improvement on various product lines

• Monitoring G&L lines on various spreadsheets to forecast monthly DOP for district

• PENSKE Agent and District location audits of weekly business reports

• Accountable for overseeing receivables & bad debt accounts

• Responsible for display, sales and inventory of consumer moving supplies

• Effectively manage rental departments of district locations as well as any branches, rental marts and agents

• Responsible for direct supervision, training, and coaching of rental associates at multiple locations

• Act as liaison between internal customers (i.e. maintenance department, lease sales representatives, district administrators) and administration associates

• Suggested new products that increased earnings by 23%

• Productivity ideas implemented throughout entire Chicagoland Area

Rental Sales Representative, PENSKE Truck Leasing, 2003- 2004

• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business

• Surpassed sales quota of $600,000 by 16%

• Preformed in person and telephone cold sales calls to generate new prospective business

• Contacted regular and prospective customers to demonstrate products, explain product features, and solicit orders

• Delivered prepared sales talks, using scripts and improvisation in order to describe products or services, and to persuade potential customers to purchase a product or service

• Adjusted sales scripts to better target the needs and interests of specific individuals

• Prepared estimates and bids that meet specific customer needs

• Monitored market conditions, product innovations, and competitors’ products, prices, and sales

Rental Representative, PENSKE Truck Leasing, 2002- 2003

• Supported sales reps in opening new accounts and upgrading existing service

• Quickly and effectively solved customer challenges

• Maintained quality control/ satisfaction records, constantly seeking new ways to improve service

• Selected to coach and mentor new rental representatives on daily rental activities

• Achieved perfect scores on all phone surveys

• Performed daily inventory of moving assets and damage assessments

• Answered telephones to provide information and receive orders

• Assisted business rental customers, full service lease customers, and consumer rental customers

• Inspected and adjusted rental items to meet needs of customers

KEY SKILLS

• Change Acceleration Process (CAP)

• Management Leadership Training

• Six Sigma – Green Belt

• Socratic Presentation

• Socratic Dialogue

• Socratic Account Management

• Socratic Selling

EDUCATION

Concordia University River Forest, Il

Business Administration and Management

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