Management

QUALIFICATIONS PROFILE

Remarkably astute, dynamic, and tenacious executive equipped with broad-based experience in the field of Customer Service, Business Operations, and Sales. Show competency in penetrating and growing highly profitable regions and territories as well as in implementing effective strategies and plans to optimize retail operations efficiency, increase sales, and improve performance. Regarded as a natural born leader adept at developing highly productive teams to deliver the highest quality and integrity products and services. Accustomed to building long-term quality relationships with diverse customers by addressing their needs and ensuring utmost satisfaction. Proven ability to multi-task in a fast-paced and fiercely competitive environment. Willing to relocate.

AREAS OF EXPERTISE

- Territory and Account Management

- Outstanding Customer Service and Relations

- Time Prioritization and Budget Control

- Continuous Process and Productivity Improvement

- Sales Strategic Action Plans

- Leadership, Training, and Team Building

- Conflict Resolution and Decision Making

- Superior Interpersonal and Presentation Skills

- Organized with Strong Analytical Abilities

- Articulate Oral and Written Communication

SUMMARY OF EXPERIENCE

BUSINESS MANAGEMENT AND OPERATIONS

- Directed and coordinated daily operational business aspects focused on sales, customer service, and profitability

- Administered budget / financial activities for the organization to fund operations, maximize investments, and increase efficiency

- Effectively managed and supervised all business initiatives to achieve target quotas and profitability

- Conceptualized and developed innovative strategies to penetrate, grow, and retain customers

- Evaluated operational records and reports of store managers to project sales and to determine store profitability

- Conducted sales forecasting and strategic planning to ensure the sale and profitability of products and services while analyzing business developments and monitoring market trends

CUSTOMER SERVICE AND RELATIONS

- Built and cultivated long-term quality relationship with clients to provide total satisfaction as well as to generate sales and new business opportunities

- Regularly interacted with customers to provide information in response to inquiries about products and services as well as to address and resolve complaints within time constraints

LEADERSHIP, TRAINING, AND SUPERVISION

- Meticulously led more than 60 employees, scheduled work hours, resolved conflicts, and determined salaries

- Conducted training to employees to achieve the highest level of staff performance toward fulfillment of corporate goals and objectives

- Fostered a positive working environment and team unity to employees to develop their competencies in providing world-class customer experience

MAJOR ACCOMPLISHMENTS

VEHICLE MAINTENANCE TEAM LEADER - PHH ARVAL, SPARKS, MD 2007–PRESENT

- Improved customer service and increased client satisfaction by creating a program that add GVW to C&Rs lessening wrong tow equipment being sent for breakdowns

- Conceptualized a program to revamp procedure for vehicles not added to system but still needing service

- Received the “Winner’s Circle Award” by exemplifying outstanding performance in customer service

- Rose from rank and promoted twice in a six-month period for demonstrating high-degree of personal commitment, dedication, and efficiency

- Significantly reduced receivables from $12K to $2K within two months and brought the payable cycle from more than 120 days down to 45 days

- Achieved three ASE Certifications and commended for Perfect Attendance

- Garnered two “R2R (Rally to Results) Awards” for innovative ideas on cost reduction and productivity improvement

OWNER - AFAB SERVICES, LINTHICUM, MD 1993–PRESENT

- Generated up to $30K yearly income from a high point of eight customers

OWNER - SIGN-A-RAMA OF BEL AIR - BEL AIR, MD 2005–2006

- Obtained one of six international awards for store appearance selected from more than 750 stores

- Achieved the monthly operating profit within seven months of existence in the industry

- Successfully marketed and sold the business

INDEPENDENT CONTRACTOR - CENTRAL DELIVERY SERVICE - BELTSVILLE, MD 1993–2005

- Won “Driver of the Month” for six consecutive years

- Awarded by Mercantile Bank with a cash reward for transporting employees home during snowstorm

- Recognized by the Staples Business Delivery for providing outstanding service and efficiency

- Flawlessly drove in excess of 1 million miles without a moving violation

SERVICE DIRECTOR - FOX AUTOMOTIVE - BALTIMORE, MD 1990–1992

- Elevated productivity by 24% by organizing and implementing a team concept

- Greatly surpassed sales and profit goals thus increasing sales by 31% within the first six months

- Augmented customer satisfaction index from 38% to 86% through implementation of new procedures for customer service

DISTRICT MANAGER - KIMMEL AUTOMOTIVE - BALTIMORE, MD 1987–1990

- Responsible for site selection as well as in planning and opening three new stores

- Provided expert oversight to subordinate managerial personnel involved in operating 12 retail chain stores

- Amplified sales and customer service by restructuring and improving the store delivery system

STORE MANAGER - FIRESTONE - BALTIMORE, MD 1985–1987 / 1982–1984

- Successfully promoted to store manager after 90-day training period for demonstrating exemplary performance

- Attained a 92% success rate in collecting $25K+ in commercial accounts after a 22 store buy-out

- Appointed as the store operations troubleshooter and effectively managed seven different stores during a five year period

OWNER - THE WAX MAN - BALTIMORE, MD 1984–1985

- Played a key role in opening the 2nd location and increasing sales by 35% in the first 90 days in the business

- Successfully negotiated government contract for auction vehicles

- Personally selected by the Board of Directors to manage The Wax Man franchise company

AUTO CENTER MANAGER - MONTGOMERY WARD, BALTIMORE, MD 1970–1982

- Displayed unsurpassed leadership and expertise for the 10th largest automotive center while simultaneously managing the 4th largest garden center in the country

- Earned “Top National Award” for elevating department sales for two consecutive times

- Honored as the youngest person in company history to manage a large volume department at age 20

EDUCATION

University of Maryland, College Park, MD | University of Baltimore, Baltimore, MD

PROFESSIONAL TRAINING

A+ Certification and Microsoft Certified System Engineer, AmeriTrain Computer Training: 2000

Automotive Service Excellence Certification; Certified in Brakes, Steering and Suspension and as a Service Consultant: 2007-2008

COMMUNITY INVOLVEMENT

Participated in the fundraising activities for the Special Olympics in Maryland

Polar Bear Plunger for four consecutive times and raised more than $70K this year

Deep Creek Dunker for two times and recognized as one of approximately 100 “Double Dunkers”

Volunteer of Habitat for Humanity

Former Treasurer / Vice President, Woods Edge Community Board of Directors

Former Treasurer / Governor, Free State Corvette Club

TECHNICAL PROFICIENCY

Microsoft Office Suite: Word, EWFM, NICE, Avaya, and QuickBooks

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