Brian Ferenchik
Summary
Business professional adept in directing team goals and initiatives to achieve brand growth and profitability. 10+ years of experience as owner operator of a profitable retail business, 11 years overall with 4+ years of experience as a Senior Manager within Genesis Motor America and Hyundai Motor America. Automotive successes include in depth customer satisfaction results and after-sales profitability results.
Overview
2027
2027
years of professional experience
Work History
Senior Manager, Genesis Aftersales Field Operation
Genesis Motor America
Central Regional Office
07.2024 - Current
- Led Aftersales Market Manager team to implement initiatives to enhance Genesis Motor America & Genesis Retailer brand growth and profitability.
- Developed comprehensive training programs to improve team performance and ensure staff alignment with Genesis Motor America key performance indicators & profitability goals.
- Support mid-to-long-term planning to create initiatives that further Genesis Motor America overall profitability goals.
- Led regional after sales and customer experience improvement efforts.
- Work with various departments across regions to foster an exchange of ideas and provide cross-regional learnings & opportunities.
- Coordinate vendor-based consulting visits and their action plans for the Region. Ensuring that all action plans are being distributed to Aftersales Market Managers and then monitoring action plan implementation.
Senior Manager, Regional Consumer Affairs
Hyundai Motor America
Central Regional Office
04.2022 - 07.2024
- Consumer Affairs departmental manager of direct report staff member.
- Led Sales/Aftersales District Managers to resolve Consumer Affairs related matters initiated at the dealer level.
- Resolve case file escalation to the Regional Office from National Consumer Affairs. This includes cases from business partners such as CSS/Movate, Concentrix, Better Business Bureau, Attorney General and Sedgwick. These cases can include vehicle repairs, resolution involving District Manager escalation, Field Service Engineer escalation, Techline involvement or Legal involvement.
- Provide direct feedback to the Hyundai Motor America National Office Consumer Affairs department on process improvements.
- In person travel to Regional Dealerships to address Consumer Affairs related matters. This involves coordinating with the District Managers, Regional Management and Dealer Personnel.
District Parts and Service Manager
Hyundai Motor America
Central Regional Office
08.2015 - 04.2022
- Served as factory District Parts & Service Manager for all areas of retail service and parts development between Hyundai Motor America and Hyundai dealerships. Areas of coverage have included Kansas City, Omaha, St. Louis and Cleveland metros.
- Performed district parts inventory management: reviewing parts inventory, stocking levels, parts scraping, accessory marketing, and retail parts/service programs.
- Facilitate dealer participation in Hyundai outside vendor/internal programs related to tire programs, parts programs and marketing strategy.
- Monitored district warranty cost control management by reviewing warranty dollars billed to Hyundai Motor America by dealerships to ensure all submissions met parameters of manufacture warranty policies.
- Resolved high issue-escalated service matters between dealership service departments and manufacturer technical support groups.
- Represent the manufacturer’s interest in warranty matters related to legal, arbitration, and “lemon law” situations.
Hyundai Regional Consumer Affairs Analyst
Teletech
Hyundai Motor America Central Regional Office
11.2014 - 08.2015
- Review customer case files needing assistance to resolve from Hyundai Motor America’s national call center.
- Problem resolution regarding high level customer service issues.
- Coordinate multiple departments including but not limited to National Office Staff, Regional Management, District Management, Hyundai Dealerships, Engineering and Third-Party Vendors to resolve customer issues/concerns.
- Represent the manufacturer’s viewpoint in warranty matters related to legal, arbitration, and “lemon law” situations.
- Process pre-litigation/re-acquisition documentation.
- System knowledge of Siebel Automotive software.
Owner/Operator
Mailboxes and Parcel Depot
Joliet, IL
2004 - 2014
- Manage staffing (hiring/training/scheduling/termination.)
- Oversee bookkeeping for multiple business accounts, business-related expenses, payroll, and taxes.
- Establish contracts and working business relationships with vendors for store merchandise and equipment.
- Assess customer needs, calculate and quote multiple shipping time and cost options, and make recommendations regarding which would best meet the customer’s needs.
- Package and ship customer items according to specifications of multiple carrier requirements (Fed Ex, UPS, DHL, US Postal Service, etc.)
- Retail merchandise sales of professional business-related items: copy service, fax service, private mailbox rentals, etc.
- Establish long-term customer relationships to maintain customer satisfaction, retention, and facilitation of repeat business.
- Maintain shipping merchandise availability on sales floor for customer purchase.
- Maintain stock of shipping supplies for business use off sales floor and in off-site storage facilities.
- Process retail customer shipping transactions.
District Parts and Service Manager
Mitsubishi Motor Sales of North America
Regional Office. Schaumburg, IL
2000 - 2004
- Served as factory District Parts & Service Manager for all areas of retail service and parts development between Mitsubishi Motor Sales of North America and Mitsubishi dealerships. Areas of coverage included Iowa, Northern Illinois, Northern Indiana, Kansas City and Milwaukee metros.
- Performed district parts inventory management: reviewing parts inventory, stocking levels, parts scraping, accessory marketing, and retail parts/service programs.
- Monitored district warranty cost control management by reviewing warranty dollars billed to Mitsubishi Motor Sales by dealerships to ensure all submissions met parameters of manufacture warranty policies.
- Resolved high issue-escalated service matters between dealership service departments and manufacturer technical support groups.
- Represent the manufacturer’s interest in warranty matters related to legal, arbitration, and “lemon law” situations.
Education
Bachelor of Science - Automotive Technology
Southern Illinois University, Carbondale
Carbondale, ILSkills
- Team leadership
- Team coordination
- Talent development
- Operations management
- Strategic planning
- Corporate communications
Timeline
Senior Manager, Genesis Aftersales Field Operation
Genesis Motor America
07.2024 - Current
Senior Manager, Regional Consumer Affairs
Hyundai Motor America
04.2022 - 07.2024
District Parts and Service Manager
Hyundai Motor America
08.2015 - 04.2022
Hyundai Regional Consumer Affairs Analyst
Teletech
11.2014 - 08.2015
Owner/Operator
Mailboxes and Parcel Depot
2004 - 2014
District Parts and Service Manager
Mitsubishi Motor Sales of North America
2000 - 2004
Bachelor of Science - Automotive Technology
Southern Illinois University, Carbondale