Experience

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  Subaru Distributors Corp.

  • United States
  • Motor Vehicle Manufacturing
  • 1 - 100 Employee

  • Customer Experience and Retail Training Manager

    • Aug 2020 - Present

    As part of its commitment to be More Than a Car Company, Subaru uses the Subaru Love Promise to provide every customer with a gold level Customer Experience (CX) at every touch point, from first contact and throughout the ownership cycle. This position develops and delivers training curriculum to ensure that all Customer Facing Team (CFT) members at the Retailer level embrace the Subaru Love Promise and fully understand the Subaru brand and its unique product lineup. Primary Responsibilities:• Develops and delivers Subaru of America’s (SOA) Love Promise University (LPU) training curriculum to ensure that Subaru Retailer CFTs understand and embrace the Subaru Love Promise at the local level.• Develops and delivers curriculum for both virtual and in-person training with SDC Retailer CFTs on Subaru products, brand initiatives, and all other topics relating to improving the CX.• Provides direct contact with SDC Retailers, meeting with Retailer C Suite and Executive Management Teams, as well as CFTs, to promote the Subaru Love Promise and enhance all aspects of the CX relating to the purchase and ownership of Subaru vehicles.• Subject matter expert for SDC Retailers and SDC internal staff on all Subaru current and future products as well as topics relating to STARLINK, Foundations, SOA’s Pinnacle incentive program(s), and all CX training intiatives.• Primary liaison between SOA, SDC, and Retailer CFTs for troubleshooting relating to SOA incentive and training programs, such as Pinnacle, Foundations, Subaru Owner Loyalty Program (OLP) scoring/reporting and Net Promoter Score (NPS).• Collaborates with all District Managers to monitor overall health of retail network by identifying underperforming retailers or individuals, providing a thorough diagnosis , and delivering relevant training curriculum.• Manages multiple Regional budgets including Regional Retail Training budget and arranges off-site facilities for training events in accordance with such budget.

  • Retail Training Manager

    • Jan 2018 - Aug 2020

    Primary Responsibilities:• Acts to ensure that all retail personnel across SDC territory (all of NY state and the northern half of NJ) meet the highest standards of expertise in Subaru product specifications and customer satisfaction.• Provides direct contact with all SDC retailers (currently 65) and meets with retail management and staff to promote the enhancement of all aspects of the retail customer experience relating to the purchase and service of Subaru vehicles.• Develops and delivers curriculum for in-dealership and classroom-style training with all retail sales consultants, F&I managers, and service advisors on Subaru product specifications, Subaru brand initiatives, and all other topics relating to improving the customer experience.• Develops and delivers curriculum for SDC staff training on Subaru product specifications, Subaru brand initiatives, and all other topics relating to improving the customer experience.• Acts as primary liaison between retail personnel and Subaru of America (SOA) on regional troubleshooting for certain national retail programs, such as Ascent, Foundations training, and Subaru Owner Loyalty Program (OLP).• Works hand-in-hand with all District Sales Managers and all District Parts and Service Managers to monitor overall quality and effectiveness of retail network through diagnosing breakdowns in retail processes (sales and service) and prescribing process improvements.Secondary Responsibilities:• Manages regional retail training budget and arranges off-site facilities for retail training events in accordance with such budget.• Maintains regional inventory of training and promotional supplies.• Performs intensive multi-day training for any newly appointed Subaru retailers.• Attends SDC-sponsored promotional events and auto shows and acts as primary subject matterexpert on Subaru product specifications.

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  American Cancer Society B. Thomas Golisano Hope Lodge Hospitality House

  • Rochester, New York Area

  • Volunteer

    • Sep 2012 - Present
    • Rochester, New York Area

    The Hope Lodge Hospitality House is a service of the American Cancer Society. The Hope Lodge Hospitality House is the first of its kind in the nation, providing temporary free/low cost lodging for cancer, transplant, and trauma patients, and their caregivers. More than just a place to stay, the Lodge offers a nurturing atmosphere to help guests cope with diagnosis and treatment in a safe and secure environment. I volunteer my time, roughly 20-25 hours a month, to do anything from clerical work to vacuuming and folding laundry.

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  Van Bortel Subaru

  • Motor Vehicle Manufacturing
  • 1 - 100 Employee

  • Sales Consultant, Social Media Administrator, and International Sales Manager

    • Aug 2003 - Dec 2017

    As a Sales Consultant at Van Bortel I've been able to develop a unique rapport with customers. Because of our dealership's no pressure atmosphere I'm able to consult with clients rather than "sell" them. I explain the benefits of our product, the benefits of our dealership and its process, and the benefits of combining those two things to help the consumer select the new or used vehicle that best fits their needs. I've been able to work so closely with customers that I've become a trusted confidant. Some of my best friends in Rochester started off as clients and that is something I am most proud of.The role of Social Media Administrator is equally as exciting. I am responsible for not only keeping customers engaged and interested in our dealership and our product but am equally responsible for occasionally being the "first line of defense" in fielding a dissatisfied customer's comment or review as well as monitoring any posts or reviews on sites such as Yelp! or Facebook. I ensure that our digital reputation stays intact and mirrors our stellar public reputation and that the integrity of our business is accurately depicted. Since early 2007 I have been responsible for facilitating the purchase and export of nearly 1,000 new and used Van Bortel Subarus, mainly to Canada, but to Holland, Bellarus, Russia, and Poland. It has been one of the most interesting learning experiences in my tenure at Van Bortel allowing me to gain intricate knowledge of the crossborder purchase process and differences in foreign market product, US Customs and Canadian laws, and reciprocal agreements between Subaru of America and Subaru of Canada. Because of the smoothness of our transaction experience I've been able to develop many repeat customers. I have also assisted in an advisory role with our sister Van Bortel dealerships in exporting new and used Ford models and hope to offer the same assistance to the brand new Van Bortel Chevrolet.

  • Business Department Manager

    • Jun 2016 - Jul 2017

    Promoted to lead newly restructured Business Office in conjunction with co-manager in order toboost profits. Oversee staff of four Assistant Business Managers to streamline speed andaccuracy in DMV paperwork and promote financing deals by preferred financial institutions.Monitor funding of contracts by financial institution in a timely manner. Track individualprofitability of each Assistant Business Manager identifying strengths and weaknesses whileensuring cohesive group effort to reach projected goals. Provide guidance, coaching, andproduct training in areas in which improvement is needed individually. Explain benefits ofpurchasing additional coverage and insurance to protect customers’ investments. Work closelywith sales staff to ensure customers receive full disclosure prior to delivery and frequently assistsales staff in providing extensive product knowledge in order to further improve overall purchaseexperience. Assisted with the development, roll out, and management of a vehicle deliveryprocess. Using a staff of dedicated Delivery Assistants has resulted in earning the nation’shighest delivery process score within one year based on customer satisfaction rating for theoverall purchase process in the finalization of their new vehicle purchase.

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  RocHOPE Young Professionals Group, The American Cancer Society

  • Rochester, New York Area

  • Marketing and PR Chair

    • Oct 2012 - Aug 2013
    • Rochester, New York Area

    Young Professionals of the Hope Lodge Hospitality House is a community-based volunteer committee made up of young adults dedicated to assisting the American Cancer Society in its mission to eliminate cancer through research, education, advocacy, and service.The purpose of the group is to organize and participate in events to raise funds for and increase awareness of the American Cancer Society B. Thomas Golisano Hope Lodge Hospitality House in Rochester, NY. We plan to hold various fundraising events throughout the year. In addition to raising funds and increasing awareness, these events also serve to provide young professionals a great opportunity to network, socialize, and give back to the community.The Hope Lodge Hospitality House is the first of its kind in the nation, providing temporary free/low cost lodging for cancer, transplant, and trauma patients, and their caregivers. More than just a place to stay, the Lodge offers a nurturing atmosphere to help guests cope with diagnosis and treatment in a safe and secure environment. I volunteer my time to organize fundraising events to benefit the RocHOPE Young Professionals group by spreading awareness of the group and The Hope Lodge. Our intent is to gain additional members to RocHOPE as well as raise money for The Hope Lodge and The American Cancer Society.

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  JMK SAAB

  • Finance Manager

    • 1999 - 2001