Customer Service Manager

Kenneth J. Wilkinson

Professional Experience

Life Insurance General Agent and Independent Broker--Ohio National Financial Services Camarillo, CA October 16, 2011–Present.

Currently working as a producing general agent to perform comprehensive personal retirement planning and business continuation strategies utilizing an array of financial products.

Service Consultant Bob Smith BMW. Calabasas, CA December, 2010 May, 2012

Service advisor managing sales of service and managing customer expectations to create relationships with clients and an experience that surpasses their expectations on an ongoing basis.

Service Consultant Santa Monica BMW. Santa Monica, CA August, 2010 December 2010

This consulting position that was created for 90 day evaluation of a struggling service and parts department.

Performed department consulting in order to create a more effective and profitable service

department; working to create a new standard for customer service and customer satisfaction.

I was recruited to Santa Monica specifically based upon my success and experience with BMW previously by the director, Ronald Webber.

Financial Advisor –MassMutual Financial Group, Walker Financial Partners, LLC. Westlake Village, CA December, 2006–December 2010

Career Agent with MassMutual conducting business through MassMutual Financial Group as well as other life insurance companies. Successfully built a growing business in the field of financial services, specializing in comprehensive financial modeling and planning for business owners and individuals.

Built economic models to help clients determine if what they currently are doing and the products they own, will accomplish what they desire; focusing on efficiency and velocity of money.

Became a member of the “Partner’s Group” in second year with firm.

Managing Associate, performing training of LEAP, Wealth In Motion Software and performing joint work with associates seeking to increase their production and skill set.

Obtained “Leaders Club” production levels 2007, 2008 and on pace for 2009.

Fast Start Qualifier 2007.

Rising Leader Qualifier 2007, 2008 and 2009.

Assistant Service Manager – Rusnak BMW, Thousand Oaks, CA February, 2001 – December, 2006

Began as a service advisor in 2001 and was promoted to Assistant Service Manager in 2003. As the managing advisor I handled client concerns that escalated above their advisor and took the responsibility to coordinate and delegate. Our goal was to assure the client received the best possible experience in order to retain customer loyalty and achieve a very high customer satisfaction index, while maintaining profitability margins and staying within our warranty index allowance.

Played a key role in increasing customer retention and customer satisfaction in a saturated market place.

Helped to motivate a dynamic team to achieve several honors, including the BMW Center of Excellence.

Assisted in managing 5 service advisors and 15+ service technicians to become the most profitable service department in Rusnak BMW history, increasing year after year, while maintaining the highest standards in CSI for 5 years in a row.

Wrote the highest level of personal production for 3 years as a service advisor.

Held 8 ASE mechanical certifications including L1, advanced engine performance specialist.

Store Manager – Monaco Motors (European Car Specialist), Canoga Park, CA 1998- February, 2001

Directed all facets of daily operations including sales, marketing, business development, and customer service.

Supervised 15 employees on a daily basis.

Led efforts to expand the customer base while maintaining increased retention levels.

Store Manager –SpeeDee Automotive, West Hills, CA 1997-1998

Managed all operational matters with the franchise.

Contributed to sales, business development, and strategic planning responsibilities.

Store Manager – Big O Tires, Canoga Park, CA 1991-1997

Opened a brand new store in 1991.

Hired and trained team responsible for achieving a sizeable profit in first two years.

Streamlined business processes, introduced cost containment initiatives, and increased productivity due to sound management acumen.

Professional Certifications

Series 65 Corporate Registered Investment Advisor Representative since May, 2008

Series 6 Securities License since June 2007

Series 63 Securities License since June 2007

Series 7 Securities License since December 2010

Life, Health & Disability Insurance License, August 2006 to Present

LEAP Licensed, August 2006 to 2013

BMW CORA Certified Service Advisor 2001-2007 and again in 2011 and 2012

ASE Certified Automotive Technician certifications expired 2004 in the following:

Advanced Engine Performance (L1)

Engine Performance

Engine Repair

Brakes

Heating and Air Conditioning

Manual Drive Train & Axles

Suspension & Steering

Electrical, Electronic Systems

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