Led the sales of an average of 18 cars monthly while managing a lot of 25 pre-owned vehicles with an average turn-rate of two weeks. Managed store operations by interpreting, communicating, and executing policies and procedures as well as analyzed financial performance to capitalize on opportunities for improvement

- Owned the customer journey from end to end and continually worked to improve customer satisfaction.

- Actively monitored customer service trends to make necessary improvements and continuously improved communication, processes, and relationships to elevate the customer experience.

- Owned every aspect of dealership’s performance by setting targets through execution while automating processes.

- Completed regular audits of inventory data, sales data, and financial data to ensure efficient record-keeping processes are being followed.

- Analyzed financial data to assess business performance to ensure meeting forecast and profitability

- Led the full cycle of selling and buying of new and used vehicles through various platforms and maintained a consistently quick inventory turnaround through ensuring an efficient auction process.

Led the sales team to drive business growth and ensure dealership success. Worked cross-functionally to deliver strong results while ensuring superior customer satisfaction.

- Hired a strong team of high performing and diverse leaders and took personal responsibility for their onboarding and continued development.

- Addressed low performance and barriers quickly and resolved all people and safety issues in a timely and effective manner.

- Multiplied the team’s capabilities and unleashed their potential through continuously motivating and actively coaching them towards their goals development by providing actionable feedback.

- Energized and built a team culture of high performance and trust while championing inclusion, diversity and psychological safety.

- Partnered cross-functionally to ensure efficient operational processes in alignment with the dealership’s objectives and strategies.

- Developed various strategies such as save-a-deal and portfolio/service drive management to improve business performance and greater customer capture.

- Collaborated with marketing on various campaign through different channels that included hard mail, Broadcast emails, internal and external newsletter content, TV and radio and SEO/SEM.

- Led an overall monthly department assessment by analyzing website statistics, campaign performance, and sales staff evaluation to maximize ROI.

Selected Achievements

- Ranked 4th in the nation in New Vehicle Sales consecutively from 2015 – 2018. Top 3 consistently in the western region in New vehicle sales, pre-owned and MINI Next (Certified Pre-Owned).

- Opened MINI at Bellevue Square pop-up retail store in a growth market. Increased sales by 20% YOY.

- Implementation of a Service Drive & a Portfolio Process. Focused on increasing Lease penetration.

- Held one of the highest replacement rates in lease of over 50% and 18% for retail clients.

- Grew the Pre-owned vehicles business by 42%.

Led New Sales department sthrough setting team goals, facilitating daily meetings, and coaching members to reach monthly objectives. Evaluated departmental work volumes and performance against key performance indicators (KPIs) and metrics.

- Transformed underperforming sales team of 18 representatives by cultivating a team environment and corporate culture that prioritized superior and effective customer service (CSI).

- Developed advertising and marketing plan; implemented and measured promotions targeting new/existing clients.

- Identified and monitored competitor performance and market conditions/trends to ensure timely and effective reaction to market changes.

- Spearheaded creation of a mobile-friendly website to improve customer access, allowing customers to search inventory, calculate payments, and contact the dealership via chat on mobile devices.

Selected Achievements

- Increased department profit from $60K to more than $250K per month.

- Exceeded annual sales quota by >60% year over year.

- Provided exceptional service and delivery, influencing user reviews on Yelp, Google, and DealerRater

Scheduled appointments with new clients and followed-up with prospective customers. Maintained timely communications, developed rapport and cultivated customer trust, negotiated and closed deals.

- Awarded a Silver Level district regional distinction based on 2010 YTD sales performance 

- Achieved a CSI regional rating of 98.2 out of 100.
- Served as key contributor to sales team achieving the Dealer of Distinction of 2010 award.

Led a team of 20+ sales representatives to effectively support clients, products, and services.

- Achieved 80-90 deals per month with an average of $1,200 profit per client

- Increased earnings 23% by expanding inventory of new accessories and parts.

- Drove closing ratios from 9% to 22% by refining communications, improving response times.