Experience

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  Jack Williams Tire Company, Inc.

  • Milford, Pennsylvania, United States

  • General Manager

    • Jan 2021 - Present
    • Milford, Pennsylvania, United States

    • Works within the annual budget to create and approve plans for the store including sales goals, profit projections, capital requirements and workforce requirements.• Enforces and ensures the compliance of all staff with all pre-established store operating procedures and State regulations.• Oversees the maintenance and general upkeep of the location facilities to produce high quality service/products at the lowest possible cost.• Ensures staff receive the appropriate training for their respective position and maintain current certifications and licensing requirements; identifies professional development opportunities for staff to meet succession plans within the retail location.• Reviews daily deposit analysis form and ensures proper handling of deposit.• Conducts regular staff meetings with assigned personnel and assures awareness of and appropriate action on company progress and needs; attends all company mandated training sessions and meetings.• Maintains a flexible work schedule to include weekend, evening, and holiday hours.• Give customers updates on status of vehicle using quarter time method and perform Active Delivery when complete.• Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled.• Ensures that the daily inventory of technicians' time is consistently sold to service customers. • Distribute work between technicians efficiently.• Spend quality time building relationship with the customer.

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  Franklin Sussex Hyundai

  • Sussex, New Jersey

  • Service Consultant

    • Mar 2018 - Sep 2021
    • Sussex, New Jersey

    Oversee flow of Drive Lane. Ensure that customers receive prompt, courteous, and effective service. Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression with the customer. Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled Ensures that the daily inventory of technicians' time is consistently sold to service customers. Distribute work between technicians efficientlyMaster Certified Service ConsultantExpert Certified Service Manager

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  Toyota World of Newton

  • Newton, New Jersey

  • Assistant Service Manager

    • Jun 2015 - Mar 2018
    • Newton, New Jersey

    Greet customers and assist them with any inquiriesVehicle walk around and documentation of customer concerns to enable the Technician to properly diagnose and service the vehicle.Consult with customer on applicable service specials.Prioritize required services, and be prepared to provide options upon request.Keep customer informed on completion times, service expenses, and possible changes. Follows up progress of each repair order during the day and contact clients by phone or e-mailService Advisors remain involved with delivery of vehicle to customer upon completion to assure all customer concerns can be addressed.Spend quality time building relationship with the customer.Know the product well enough to answer characteristic and operational questions regarding the customer’s vehicle.Keeps Service Manager informed of all problems and potential problems involving clients, repairs, and equipment

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  Sears Holdings Corporation

  • Assistant Store Manager - Brand Central

    • Jun 2012 - Jun 2015

    Provides disciplined leadership including setting clear expectations and holding the team and self accountable for results.Inspects departments and consults with associates daily to identify opportunities and develop and prioritize action plans with timely follow up.Executes customer focused strategies, policies and programs as measured by Customer Satisfaction Survey data and verbatim comments.Selects, develops and manages performance of individuals and team, measured by appropriate performance reports/scorecards/dashboards.Attracts, hires and on-boards store staff as measured by appropriate performance scorecard, retention and new hire survey results.Executes the client’s (brand/business) plan consistently across departments and provide ongoing fact based feedback to Store Manager and appropriate business including competitive intelligence.Business Literacy, Assortment Accuracy, Take it Home Today, Display Disposition/Floor Sample processes.Provides Store Manager with fact based, real time feedback on the product life cycle including assortment, pricing, inventory flow, marketing support, transition/exit strategies, etc. in order to highlight opportunities for clients.Leads and monitors store level margin drivers, e.g., solution selling, accessory attachment rate, inactive inventory, price change execution.Performs weekly & monthly training exercises with associates on selling solutions and with other managers on coaching associate behaviors, team building, and customer service.

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  Radio Shack

  • Middletown NY 10940

  • Store Manager

    • May 2010 - Jun 2012
    • Middletown NY 10940

    Meet and exceed sales goals by training associates in all aspects of our business (sales, operations, and customer service).Managed the controllable categories on the store’s profit and loss statement - Made sure all associate are aware of current promotions, controlled sales tags, very high control on shrink (highest inventory shrink =$400) and made sure all returns / recalls were handled quickly and correctly.Achieved / exceeded store sales goals as well as profit targets. I was able to compete with larger stores in higher markets. I was able to achieve this by building a loyal customer base through superior customer service.Recruit, hire and retain top tier associates - I set up a training plan which insured every new hire was able to learn our business no matter what level of experience they came in with.Coach and counsel associates - I put together a business plan on coaching, training and customer service for associates which was so effective it was adopted by my district and is now being used as a template by 19 stores.I worked as a DM Assistant overlooking the success of 4 other stores in my district. This includes cycle counts, inventory, final interviews, coaching, terminations, and general activities.

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  Wal-Mart

  • Milford PA

  • Assistant Store Manager - Hardlines & Electronics

    • Feb 2008 - May 2010
    • Milford PA

    Hardlines Manager (Auto, Lawn/Garden, Toys, Sporting Goods, Stationary, Crafts, and Electronics).Meet and exceed sales goals by training associates in their hands on tasks as well as customer service.Maintain balance of the Profit and Loss statement by controlling expenses including bad debt, payroll, supplies, shrink, write offs, and other general store expenses.Staffing, scheduling, and oversee training of new associates.Team training and development for new company focus.Lead customer engagement focus by overseeing Customer Service Supervisor, associate training, and customer participation events.Developed and merchandised sales events for assorted agendas including humanitarian aid, internal moral building, and product promotion.Drive sales by maintaining inventory integrity, setting and reaching departmental attachment goals, and associate behavioral development.

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  Circuit City

  • Paramus NJ

  • Supervisor - Various departments

    • Jun 2003 - Feb 2008
    • Paramus NJ

    Started as computer associate and worked up to Firedog Inhome Tech and finally Department Supervisor in Imaging, Warehouse and Customer Service.