Alison Stephens
Katy,TX
Summary
Organized and dependable bilingual candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities with experience in both Variable and Fixed Ops.
Overview
4
4
years of professional experience
Work History
F&I Manager
Don Mcgill Toyota Of Katy
11.2023 - 01.2024
- Improved customer satisfaction by effectively explaining financing options and ensuring a transparent process.
- Enhanced dealership profitability through the successful sale of finance and insurance products.
- Collaborated with sales team to maximize revenue opportunities while maintaining high levels of customer service.
- Maintained strict adherence to state laws regarding consumer disclosures and regulatory compliance practices throughout all transactions conducted within the F&I department.
- Completed, reviewed and processed paperwork to finalize sales.
Automotive Service Manager
Don Mcgill Toyota Of Katy
04.2021 - 11.2023
- Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians, service advisors and customers.
- Managed a team of 65 automotive technicians ensuring adherence to Toyota quality standards through continued growth and training.
- Monitored inventory levels of shop supplies, minimizing stockouts while also reducing overhead costs.
- Consistently exceeded monthly performance targets set by upper management in terms of revenue generation maintaining customer paid labor in excess of $750,000 per month.
- Served as a liaison between customers and warranty companies when necessary to facilitate claim processing and ensured all Toyota Warranty claims were completed to strict standards to ensure approval.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions immediately to insure customer retention and satisfaction.
- Recruited, interviewed and hired employees for all open positions in the Service Department.
- Reduced wait times for customers by creating a "Reservation" program with focus on scheduling from daily shop capacity.
- Established commodity driven daily sales goals via a "scratch off" bonus system for Service Advisors to maintain sales at the forefront of their day.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by acknowledging concerns, listening, and creating a win-win resolution when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention by implementing an open office policy and promoted work-life balance in schedules to show appreciation.
BDC Service Manager
Don Mcgill Toyota Of Katy
10.2020 - 04.2021
- Streamlined appointment scheduling for improved time management and increased service appointments.
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Supervised communications (email, telephone, and text) in a manner that aligned with the dealerships standards.
- Created opportunities for revenue in creative ways and grew safety recall completions which drove warranty repair parts and labor revenue by 30% in one month
- Implemented a bonus structure to BDC Service Agents which fostered friendly competition, increased outbound calls, and generated more business to the Service Department.
- Monitored "missed opportunities" closely and strived to make sure those opportunities were recuperated.
- Worked closely with our Parts department to secure parts were on order or "attached" to an appointment for customer ease and satisfaction.
- Doubled the size of the department in 6-months.
Automotive Sales Consultant
Don Mcgill Toyota Of Katy
10.2019 - 10.2020
- Increased dealership revenue through effective negotiation and closing techniques.
- Developed strong relationships with customers for repeat business and referrals.
- Delivered exceptional customer service, addressing concerns and resolving issues promptly.
- Placed in the top 10 on a team of 75 Sales Consultants every month due to high sales
- Consistently sold 20 cars per month and maintained an exceptionally high closing ratio of 86%
- Conducted thorough needs assessments to identify customer preferences and recommend appropriate vehicles.
- Demonstrated automobiles by explaining features and benefits to customers that mattered to them.
- Built strong trust relationships with every customer which allowed for ease of sale, in turn, generating repeat buyers and referrals.
Education
Bachelor of Arts - Marketing
University of North Texas
Denton, TX12.2004
Skills
- Fluent in English and Spanish
Timeline
F&I Manager
Don Mcgill Toyota Of Katy
11.2023 - 01.2024
Automotive Service Manager
Don Mcgill Toyota Of Katy
04.2021 - 11.2023
BDC Service Manager
Don Mcgill Toyota Of Katy
10.2020 - 04.2021
Automotive Sales Consultant
Don Mcgill Toyota Of Katy
10.2019 - 10.2020
Bachelor of Arts - Marketing
University of North Texas
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