Walter D. Trusdell

Professional Summary:

Highly motivated manager with 24 years of client relationship management experience skilled in identifying consumer needs, fostering client loyalty, and collaborating with cross-functional teams to ensure seamless client experiences. Proven ability to thrive in a remote work environment while delivering exceptional results under moderate supervision.

• Build and maintain strong relationships with clients by engaging with them through onsite visits and virtual screen share engagements.
• Manage and maintain a portfolio of 100+ dealership accounts.
• Collaborate daily with Implementation and Support teams for successful website launches for new clients.
• Work with vehicle manufacturers directly to ensure client websites meet compliance guidlines.
• Act as the client advocate internally, effectively communicating client needs to various departments.
• Identify customer interest in additional products, harvest additional accounts, and upsell product functionality to increase revenue growth, while focusing on complete customer satisfaction.
• Respond quickly to client contacts and provide guidance they need. Influence clients on how to use and leverage the capabilities of the product to meet their business objectives.
• Closely monitor system 'red flags'/emergencies with clients and take immediate action.
• Work jointly with other Performance Managers to ensure seamless and consistent experiences for clients with multiple products.

• Managed a team of 5 Business Development Representatives for a very successful Subaru, Volvo, and Lincoln franchise.
• Significantly increased Subaru "Mystery Shopper" score results from 25% to 85%.
• Developed and implemented new customer experience and sales procedures, leading to improved quality assurance measures.
• Coached the sales team on effective inbound call handling and appointment setting.
• Implemented processes and training to decrease average customer internet inquiry response times by 60%.

● Managed 6-person sales and service team. Service representative’s would field incoming calls and set appointments for 50-75 customers per day. Sales representatives were required to reach out to and speak to over 100+ customers per day via inbound phone calls, text, outbound phone calls, and email in an effort to set appointments.

● Responsible for $30K-$65K in additional monthly revenue per month by launching a new initiative to focus on customers who had previously declined recommended services by following up via phone, offering approved discounts, and assisting the customer with booking an appointment.

● Managed data mining efforts to focus on customer lease retention, retail retention, extension of their vehicle warranty, and safety recalls.

Business Development Manager (Online and Dealership Sales) | Newburgh/White Plains, NY | 07/2008 - 11/2013

● Drove 125% increase in monthly sales by testing and scaling E-commerce strategies to drive online sales.

● Increased new profit margins by 15% by optimizing sales processes.

● Improved CRM processes to grow lease maturity renewals by 35%.

● Implemented e-commerce business tactics resulting in an additional 90 cars per month sold via internet sales within one year.

● Featured for E-commerce innovation with a publication in Auto Dealer Monthly: “Shaking It Up at Hillside Pays Off for Internet Department”.

● Awarded Council of Sales Excellence for consultants driving highest customer satisfaction scores in the region.

● Increased annual sales by 20% by creating new sales processes.