Darlene Lupyan
South Park Township,PA
Summary
Goal-oriented General Sales Manager knowledgeable about sales products and learns new information quickly. Effective motivator and leader focused on increasing sales and maximizing team success. Decisive, hardworking and resourceful approach.
Key Accomplishments and Achievements :
- Started as a Sales & Leasing Consultant and worked my way up to GSM within 4 years.
- Grew sales units and growth profits ( finance, warranties and front-end), year after year which ultimately placed Lexus of North Hills the number 1 dealership in our district for new units sold. We outpaced all other luxury brands in our market according to the PMI ( purchasing managers index) report.
2019- 1151 units sold, back-end only finance & warranty products sold $959,667, and total avg back-end per deal $834
2020- 1166 units sold, back-end only finance & warranty products sold $1,017.30, and total average back-end per deal $872 ( despite Covid era).
2021- 1507 units sold, back-end only finance & warranty products sold $1,722.05, and total average back-end per deal $1143 ( Post Covid).
2022- 1267 units sold, back-end only finance & warranty products sold $1,508.87, and total average back-end per deal $1191. ( Inventory shortages and major supply chain disruptions).
2023- 1363 units sold, back-end only finance & warranty products sold $1,801.00, and total average back-end per deal $1321.
- Achieved Master Certification Status by completing their 18+ months courses online and in person hands on exhibits. Certification is only maintained by doing their continued educations classes in a timely manner.
- Cultivated a highly driven sales staff, focused on employee retention and had a less than 10% turn over ratio.
- Client satisfaction was measured by new car surveys. We always beat the area and always made our monthly bonus on this metric. In addition I partnered with a marketing firm called Podium. This lead to over 1000 five star surveys on our Google reviews and other platforms.
- During covid and high interest rates I successfully signed and partnered the dealership up with Keystone Lending Alliance. This helped greatly in retaining finance, being able to offer rates from over 33 credit unions and staying competitive.
- Implemented various sales strategies, training and processes that got noticed and was adopted throughout the entire Rohrich Automotive group.
Overview
10
10
years of professional experience
Work History
General Sales Manager
Lexus of North Hills
Wexford, PA
03.2021 - 02.2024
- Developed and implemented strategies to increase sales revenue.
- Monitored customer satisfaction levels and took corrective action when needed.
- Analyzed market trends and identified potential new customers.
- Created weekly and monthly reports on sales performance, goals, and objectives.
- Managed staff of 15 sales representatives, providing guidance and support as needed.
- Conducted regular training sessions for new sales personnel.
- Maintained accurate records of all transactions in the company's CRM system.
- Resolved customer complaints in a timely manner.
- Implemented effective incentive programs for sales reps to boost productivity levels.
- Identified areas needing improvement in order to maximize efficiency.
- Ensured compliance with applicable laws and regulations related to sales activities.
- Encouraged team members to meet and exceed objectives by setting goals, tracking performance daily and implementing improvement strategies.
- Hired and motivated team members, working closely with salespeople and customers to negotiate and close deals.
- Utilized established sales techniques and persuasive communication skills to meet personal sales objectives.
- Utilized expert negotiation, closing and marketing skills while ensuring dynamic customer response and follow-up.
- Identified weaknesses and implemented sales and business practices training to improve performance.
- Followed up with existing customers to generate new prospective buyers through referrals.
- Established customer-centric focus throughout Lexus of North Hills culture to build loyalty and retention.
Sales Manager
Lexus of North Hills
Wexford, PA
09.2019 - 03.2021
- Conducted regular training sessions for new sales personnel.
- Monitored customer satisfaction levels and took corrective action when needed.
- Established relationships with key clients, while maintaining existing customer base.
- Created and presented monthly reports to management on sales performance.
- Managed daily operations of sales department, including supervision of staff members.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Implemented process changes designed to streamline workflow within the department.
- Reduced process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.
Certified Sales & Leasing Consultant
Lexus of North Hills
Wexford, PA
05.2018 - 09.2019
- Greeted customers and provided exceptional customer service to build relationships.
- Conducted test drives with customers to demonstrate vehicle features and capabilities.
- Reviewed documents such as sales slips, contracts, warranties, insurance policies, and other related documents.
- Provided product knowledge of vehicles available in the showroom to assist customers in making purchasing decisions.
- Advised customers on financing options including leasing and loan terms.
- Negotiated prices with customers according to their budget needs.
- Maintained up-to-date knowledge of new models, accessories, pricing strategies, and delivery dates for vehicles.
- Ensured that all paperwork was completed accurately and timely for each sale or lease transaction.
- Researched competitive products to ensure the dealership's offerings remain competitively priced.
- Responded promptly to customer requests via email or phone calls.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Reached out to customers to set up appointments, check on satisfaction and suggest additional offerings.
Store Manager
Eddie Bauer
Bethel Park, PA
02.2014 - 05.2018
- Developed and implemented strategies to increase sales revenue.
- Monitored customer satisfaction levels and took corrective action when needed.
- Managed staff of 15 sales representatives, providing guidance and support as needed.
- Resolved customer complaints in a timely manner.
- Organized trade shows, conferences, seminars., to promote company's products and services.
- Identified areas needing improvement in order to maximize efficiency.
- Ensured compliance with applicable laws and regulations related to sales activities.
- Encouraged team members to meet and exceed objectives by setting goals, tracking performance daily and implementing improvement strategies.
- Utilized established sales techniques and persuasive communication skills to meet personal sales objectives.
- Reviewed inventory data to make adjustments, evaluate forecasts and meet demands.
- Reviewed KPIs daily and implemented critical adjustments to increase performance for each metric.
Education
Some College (No Degree) -
University of Pittsburgh - Johnstown
Johnstown, PASkills
- Sales Driven
- Leadership and Team Building
- Policy Enforcement
- Sales Leadership
- Sales Coaching
- Revenue Generation
- Dealership Operations
- Sales Presentations
- Customer Service and Retention
- Event Planning
- Client Account Management
- Product Sales
- Customer Needs Assessment
- Upselling
- Sales Goals Attainment
- Reliable and Punctual
- Relationship Building
References
References available upon request.
Timeline
General Sales Manager
Lexus of North Hills
03.2021 - 02.2024
Sales Manager
Lexus of North Hills
09.2019 - 03.2021
Certified Sales & Leasing Consultant
Lexus of North Hills
05.2018 - 09.2019
Store Manager
Eddie Bauer
02.2014 - 05.2018
Some College (No Degree) -
University of Pittsburgh - Johnstown
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