Christopher Zappia
Peoria,AZ
Summary
Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
19
19
years of professional experience
Work History
Mortgage Loan Specialist
Directors Mortgage
Phoenix, AZ
01.2022 - Current
- Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
- Explained different types of loans pertaining to client situations.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Implemented sales strategies that established relationships with realtors and CPAs.
- Compiled closing packages for drafting and presentation accuracy.
Sales Manager
Larry Miller Group
Peoria, AZ
10.2019 - 10.2021
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Improved sales processes to streamline customer acquisition and onboarding strategies.
- Supervised sales team of 32 people, stepping in to support employees and deliver smooth sales processes for clients
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Established and cultivated solid business relationships with new or existing customers.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan.
New Car Sales Manager
Arrowhead BMW
Glendale , United States
11.2018 - 09.2019
- Leveraged eLeads, CDK, DealerTrack, CUDL, AutoTrader, TrueCar, vAuto, KBB and other resources to drive new and used car sales.
- Ordered and maintained suitable inventory of new and pre-owned vehicles to achieve volume and gross profit objectives.
- Liaised with General Manager to review sales versus objectives, needs and growth opportunities and resolve customer complaints to achieve overall gross profit and customer service objectives.
- Improved overall customer buying experience to safeguard dealership revenue.
- Increased retail volume 75% in 6 months
Financial Services Director / Sales Manager
BMW of Murrieta, Murrieta California, Hendrick Automotive Group
Murrieta, CA
11.2011 - 11.2018
- Develop strong relationships with lenders to secure customer financing (prime and sub-prime).
- Maintain a strong average per copy each month as well as exceptional CSI ratings.
- Remain top producer in dealership by exceeding goals for total gross and per copy average.
- Desk deals and provide training to staff - Helped grow from 50 cars per month to 225+ average.
- Finance department has grown to 4 Producers that I work with closely to ensure our team is successful in reaching goals to provide elite levels of customer satisfaction - 6 years running center of excellence as finance director.
Service Manager / Advisor
BMW of Murrieta, Murrieta California, Hendrick Automotive Group
05.2011 - 11.2011
- Assisted in opening first new BMW center in 11 years - Started and maintained used car service department with new BMW Dealership - CSI over 98% during service tenure.
- Followed up with customers during and after installations to verify satisfaction
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Developed written plans and obtained customer consent to proceed
Service Advisor
East Bay BMW, Hendrick Automotive Group
Pleasanton, California
04.2010 - 05.2011
- Managed a team of 7 top tier BMW Technicians - Employee of the Month June 2010 - Elite performer with BMW Clientele.
Service Advisor
Sterling BMW
Newport, California
09.2007 - 03.2010
- Lead dispatcher for team of 15 technicians.
Service Manager
McKenna BMW
Norwalk, California
10.2005 - 09.2007
- Achieved 100 percent CSI on multiple occasions.
- Helped create a very loyal M motorsport following including Multiple Dinan engine tickets over 50K each.
- Highly regarded with the M community as the Only service advisor to work with - Elite Level of product knowledge with the BMW / M brand vehicles, Recruited by the Fixed Operations Director to relocate and join the service department as a manager to improve overall operations of a struggling BMW service department.
- During my time, I had the opportunity to learn ways of overcoming processes and procedures that were not profitable while maintaining respect and support from the existing team.
- Direct management responsible for 32 service technicians - Direct management responsible for 7 service advisors - Improved CSI by over 7%, month over month - Maintained service quality and R/O daily average during dealership overhaul.
Service Advisor
Crevier BMW
Santa Ana, CA
06.2003 - 10.2005
- Hired as Assistant Service Advisor after 90 days promoted to Service Advisor.
- Within 2 weeks of promotion, reached #2 top producing advisor and maintained position of #1 or #2 throughout my tenure with Crevier.
- Became top Dinan performance Producer with Crevier BMW.
Education
B.A. - Psychology, behavior and work-related behavior psychology
Long Beach State University
Long Beach, CA05.2003
Skills
- Order management
- Sales processes
- National accounts management
- Strategic Account Development
Accomplishments
- Managed the Top 10 Grossing F& I Department with an award winning sales team at BMW of Murrieta out of 124 stores.
- Named EPPIE aware winner with Hendrick Auto Group 2013
- Senior AFIP Certified
- Created a company-wide, comprehensive training program for all sales team members withing the Finance Department for BMW of Murrieta
- Promoted to Finance Director in less than a year from Service Manager after 8 successful years in the service department.
Timeline
Mortgage Loan Specialist
Directors Mortgage
01.2022 - Current
Sales Manager
Larry Miller Group
10.2019 - 10.2021
New Car Sales Manager
Arrowhead BMW
11.2018 - 09.2019
Financial Services Director / Sales Manager
BMW of Murrieta, Murrieta California, Hendrick Automotive Group
11.2011 - 11.2018
Service Manager / Advisor
BMW of Murrieta, Murrieta California, Hendrick Automotive Group
05.2011 - 11.2011
Service Advisor
East Bay BMW, Hendrick Automotive Group
04.2010 - 05.2011
Service Advisor
Sterling BMW
09.2007 - 03.2010
Service Manager
McKenna BMW
10.2005 - 09.2007
Service Advisor
Crevier BMW
06.2003 - 10.2005
B.A. - Psychology, behavior and work-related behavior psychology
Long Beach State University
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