Eric Glass
Summary
Experienced sales professional with a comprehensive understanding of the automotive industry. Skilled at identifying customer needs and delivering tailored solutions to drive satisfaction and repeat business. Known for fostering collaborative team environments and consistently meeting sales goals through effective communication and adaptability to changing market conditions. Possesses extensive product knowledge and strong interpersonal skills, ensuring high customer satisfaction and long-term success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Genesis Experience Manager
Genesis of Cherry Hill
01.2021 - Current
- Building relationships with our guests to encourage repeat business.
- Guiding guests through detailed vehicle test drives, showcasing key features to highlight benefits and boost appeal.
- Maintaining a calm demeanor and professionally managing issues in busy, high-stress situations.
- Engaging with guests to build rapport and loyalty.
- Collaborating with team members to improve overall performance, sharing best practices, and offering support as needed.
- Increasing sales revenue by building strong rapport with our guests and recommending appropriate products based on an effective needs assessment.
- Assisting in training new staff members on Genesis of Cherry Hill policies, product information, and sales techniques for a seamless onboarding experience.
- Maintaining high CSI scores by delivering exceptional guest experiences and fostering meaningful connections.
- Hosting monthly "Luxury Transformation Team" meetings to brainstorm ways of elevating the level of luxuriousness we provide to our guests and to each other on a daily basis.
- Goal-setting and the implementation of daily, weekly and monthly objectives to exceed quota's.
- Effectively utilizing the CRM to follow-up with guests by call, text and email in order to see every opportunity to fruition.
Beverage & Hospitality Manager
Border Cafe
02.2020 - 01.2021
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Performed cash handling activities, including making change, cashing out register drawers and securing nightly bank deposits.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Supervised FOH employees through motivational coaching and effective training programs for superior service.
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
- Managed all dining and bar costs by conducting weekly depletion analysis.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Resolved guests complaints while maintaining positive customer environment.
Beverage & Hospitality Manager
Red Lobster
04.2019 - 01.2020
- Conducted interviews for potential server and host candidates.
- Recorded multiple food safety audits each shift and establish plan for repairs.
- Tracked guest satisfaction surveys utilizing our new presto tablets to recognize trends and create action plans for improving guest service.
- Scheduled work hours for 30 employees utilizing our projected daily guest counts to achieve adequate manpower coverage.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised daily food production planning while utilizing last years trends to ensure sufficient product numbers.
- Promoted our takeout business by engaging with the local community and distributing menu's and our famous cheddar bay biscuits.
- Conducted server audits to gauge server competency and utilize to host performance improvement discussions if necessary.
- Managed opening and closing cash handling procedures and ensure no profit loss.
- Created seasonal beverage menu's and introduce new items to service team to promote growth of sales.
- Used a hands-on approach to running each shift by consistently engaging with guests and employees and taking ownership of the dining room.
- Ordered liquor inventory on a weekly basis utilizing recorded sales trends to minimize liquor on hand numbers and ensure product availability.
- Engaged in daily check-in's with servers to review weekly sales results and then coach for improvement.
Bar Manager
TGI Friday's
03.2017 - 04.2019
- Maintained guest satisfaction metrics by conducting regular table visits to ensure the happiness of all guests, personally dropping off surveys as a way to gauge guest needs.
- Ensured all employees are practicing Friday's 11 steps of service in order to satisfy both restaurant sales goals and guest satisfaction.
- Monitored restaurant labor percentages and made changes to the schedule as necessary.
- Counted liquor inventory and effectively managing product, consistently resulting in a variance less than the company standard of 2.8%.
- Engaged in company cash handling procedures and securing daily deposits.
- Performed line checks to ensure safe food handling procedures are being followed, and conduct both ecosure and brand standard audits to guarantee the restaurant is in prime operating condition.
- Personally responsible for reaching out to applicants and conducting interviews to find the very best talent.
- Enhanced business productivity by training all team members on best practices and protocols.
- Improved customer service rankings by resolving issues quickly and accurately.
- Created effective server, host, and bartender schedules that maintained coverage at peak times.
Trainer
Panera Bread
10.2016 - 03.2017
- Familiarized new associates with Panera's line serving procedures.
- Unloaded trucks and organizing all dry storage and refrigeration units.
- Maintained food integrity by thoroughly checking all products for quality and dates.
- Ensured meals are served to customers in an efficient and timely manner.
Nutro Pet Food Brand Ambassador
Advantage Solutions
10.2016 - 03.2017
- Worked inside various PetSmart's, and knowledgably represented a food brand I was passionate about.
- Greeted customers and preached the benefits of Nutro brand food.
- Successfully exceeded sales goals set by company.
Manager
PetSmart
04.2013 - 10.2016
- Managed the store opening and closing procedures as well as the unloading and stocking product from trucks that arrived at 4 am on Monday, Wednesday, and Friday.
- Lead a team to exceed goals and expectations.
- Ensured safe forklift operation in stockroom.
- Followed accurate inventory management procedures (coding out damages, short dates, and any other inventory discrepancies).
- Provided and securing an excellent customer experience.
- Ensured employees were making effective use of their time and taking designated breaks.
- Provided solutions for customers that were having a less-than superior experience in our store.
- Managed all cash handling procedures including the closing, counting and securing of cash drawers at the end of the night.
Education
Camden County College
Blackwood, NJHigh School Diploma -
Cherry Hill High School East
Cherry Hill, NJ2010
Skills
- Upselling and cross selling
- Effective closing techniques
- Deal structuring
- Vehicle appraisal
- Customer service
- Price negotiation
- Product demonstrations
- Problem-solving
- Friendly and helpful
- Reliable and responsible
- Strong communication and interpersonal skills
Accomplishments
- Earned Genesis of Cherry Hill "Salesperson of The Year" award for 2023.
- I am a part of a world-class team that is ranked #1 Genesis dealership in the world by volume and guest satisfaction for the year 2022, #2 Genesis dealership in the world by volume and guest satisfaction for the year 2023 and leading the pack for #1 Genesis dealership in the world by volume and guest satisfaction for the year 2024.
Certification
- OSHA certification: Food Handling
- Prometric CPFM certification: Manager
Timeline
Genesis Experience Manager
Genesis of Cherry Hill
01.2021 - Current
Beverage & Hospitality Manager
Border Cafe
02.2020 - 01.2021
Beverage & Hospitality Manager
Red Lobster
04.2019 - 01.2020
Bar Manager
TGI Friday's
03.2017 - 04.2019
Trainer
Panera Bread
10.2016 - 03.2017
Nutro Pet Food Brand Ambassador
Advantage Solutions
10.2016 - 03.2017
Manager
PetSmart
04.2013 - 10.2016
- OSHA certification: Food Handling
- Prometric CPFM certification: Manager
Camden County College
High School Diploma -
Cherry Hill High School East
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