Open To Work
Gerard Hicks
Fair Oaks
Summary
Ecommerce sales support manager with expertise in digital marketing and customer engagement. Demonstrated success in increasing online lead generation and optimizing user experience through data-driven analysis. Proficient in negotiation and relationship management to enhance customer satisfaction and drive profitability.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Ecom Sales Support Manager
AutoNation Honda
Roseville
04.2023 - Current
- Created and executed strategies that enhanced online presence and generated leads through digital marketing channels
- Analyzed website traffic using Google Analytics to pinpoint improvements in user experience and lead generation
- Established strong relationships with customers through prompt communication via email, phone calls, and live chat services
- Provided exceptional customer service by addressing inquiries promptly, resolving issues effectively, and maintaining high levels of satisfaction
- Negotiated pricing options with potential buyers to maximize profitability while meeting customer needs and budget constraints
- Trained new team members on effective internet sales techniques, product knowledge, CRM usage, and dealership policies/procedures
- Cultivated relationships with third-party vendors, including shipping companies, to streamline vehicle transportation logistics
Call Center Supervisor
Horne LLC
Fair Oaks
03.2021 - 02.2023
- Established and oversaw performance targets for call center associates.
- Oversaw employee performance to ensure prioritization aligned with sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed call center employees for leadership roles, enhancing team capability and succession planning.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Reduced workflow issues by cross-training staff on technical procedures and customer service practices.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Prepared reports to assist business leaders with key decision-making and strategic operational planning.
Customer Service Manager
Ashley Home Stores
Sacramento
03.2019 - 01.2020
- Fostered customer relationships to expand customer base and enhance loyalty.
- Achieved insurance plan sales targets through effective upselling techniques.
- Recommended merchandise based on customer needs.
- Guided customers in choosing items that reflected personal style and shape.
- Assisted in managing day-to-day business operations, including selling various Ashley products..
General Manager
Aaron's Sales and Lease
Citrus Heights
01.2013 - 01.2019
- Identified sales opportunities by analyzing incident rate reports and increasing sales by 33%
- Increased revenue through analysis of profitability and key metrics.
- Created daily operational and sales reports to drive corrective actions and support continuous improvement.
- Maximized time and manpower by consolidating material planning, data collecting, payroll, and accounting programs into one centralized system.
- Reduced project downtime and oversaw safety and various certification processes.
- Monitored spending against budget and identified variances for management recommendations.
- Acted as the main contact for enhancing business operations and initiatives.
- Managed single point of contact for client's and Aaron's audits.
Education
Associate in Science (AS) - Microcomputer Operations Business Management
MTI College
Sacramento, CA12-2002
Associate of Science - Computer Science Microcomputing
MTI College
Sacramento, CA12-2002
Bachelor's degree - Computer Science
MTI
Skills
- Customer relationship management
- Team leadership
- Performance evaluation
- Conflict resolution
- Training and mentoring
- Professionalism
Certification
- CDL C
- Non-CDL Class C
- ASE Parts Specialist Certification
- CDL
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Ecom Sales Support Manager
AutoNation Honda
04.2023 - Current
Call Center Supervisor
Horne LLC
03.2021 - 02.2023
Customer Service Manager
Ashley Home Stores
03.2019 - 01.2020
General Manager
Aaron's Sales and Lease
01.2013 - 01.2019
Associate in Science (AS) - Microcomputer Operations Business Management
MTI College
Associate of Science - Computer Science Microcomputing
MTI College
Bachelor's degree - Computer Science
MTI