Amanda Rodriguez
Management & Customer Success
Highlands Ranch,CO
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Lead & Service Advisor Lead
Schomp BMW
Highlands Ranch, Colorado
08.2020 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Used Microsoft Word and other software tools to create documents and other communications.
- Customer Satisfaction of 97% and highest retention rate within dealership.
Regional Sales & Marketing Manager
Eddie V's Prime Seafood & Steaks
El Segundo, CA
02.2020 - 08.2020
- Exceeded targets by building, directing and motivating high-performing sales team. Developed new restaurant marketing teams.
- Held weekly meetings with director to identify techniques to overcome sales obstacles.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Delivered consistent and relevant feedback to sales personnel to improve telephone and selling skills.
- Integrated advertising and marketing approaches for successful new product line launch.
- Attracted new clientele and developed customer relationships by hosting product-focused events.
Sales & Marketing Manager
Maggiano's Little Italy
Denver, Colorado
02.2004 - 02.2020
- Engaged with customers to effectively build rapport and lasting relationships.
- Awarded best sales department in the brand (2016, 2017, 2018, 2019) based on KPI's, year over year growth, Client and teammate satisfaction and retention.
- Surpassed annual sales quota, grew business 112% in five years. Restaurant banquet department projected for $8.7 million in sales.
- Cold-called leads and closed large number of new sales over several months. Exceeded sales goals, increased revenue and facilitated sales.
- Co-created catering program for the Maggiano's (building systems, marketing and implementing within existing restaurants) brand. Upon exit catering was nationwide with sales exceeding $5.6 million annually.
- Responsible for hiring, training and management of 35-100 banquet employees and 15 carryout and catering employees. Ongoing training, coaching and growth of team as well as creating sales plans for new catering program.
- Proactively managed client correspondence and recorded tracking and communications.
Education
Bachelor of Science - Culinary Arts, Culinary Business
Johnson & Wales University - Denver
Denver, CO 08.2001 - 05.2004
Associate of Science - Marketing
Johnson & Wales University - Denver
Denver, CO 08.2001 - 05.2004
Skills
Sales management
Strategic communications
Inter-department collaboration
Training and mentoring
Staff mentoring & leadership
Business Development
Key accounts development
Customer Relations
Revenue growth
Team Building
Timeline
Customer Success Lead & Service Advisor Lead
Schomp BMW
08.2020 - Current
Regional Sales & Marketing Manager
Eddie V's Prime Seafood & Steaks
02.2020 - 08.2020
Sales & Marketing Manager
Maggiano's Little Italy
02.2004 - 02.2020
Bachelor of Science - Culinary Arts, Culinary Business
Johnson & Wales University - Denver
08.2001 - 05.2004
Associate of Science - Marketing
Johnson & Wales University - Denver
08.2001 - 05.2004