Gordon Dickerson
Moline,IL
Summary
High-achieving Sales Associate offering an extensive background in customer service, sales, client relations and merchandising. Self-directed and self-motivated team player capable of working well independently or as a Team player.
Overview
45
45
years of professional experience
Work History
Service Writer
Hughes Tire And Brake
East Moline, IL
03.2024 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated system with order specifics and customer details, preferences, and billing information.
- Communicated repair information to customers in a professional manner.
- Took special orders in person and over telephone, generating additional revenue every month.
- Supported sales team members to drive growth and development.
Store Manager
Jim Whan's Automotive
East Moline, IL
03.2020 - 10.2023
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Met budget targets by controlling expenses and eliminating wasteful behaviors.
- Assessed, optimized and elevated operations to target current and expected demands.
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
- Established, enforced and updated policies keeping business agile and response to changing market conditions.
- Oversaw inventory management with cycle counts, audits and shrinkage control.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
Service Writer
MCH Kenworth
Milan, IL
03.2018 - 02.2019
- Conferred with customers to understand service needs and write up accurate orders.
- Interfaced with technicians, parts department and managers to stay on top of availability and service procedures.
- Prepared, completed and processed customer account forms and database changes.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Prevented key account losses by researching discrepancies for corrective action.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Worked with managers to develop service improvement initiatives.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
General Store Manager
Bridgestone Retail Operations
Moline, IL
09.1980 - 09.2017
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Met budget targets by controlling expenses and eliminating wasteful behaviors.
- Assessed, optimized and elevated operations to target current and expected demands.
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
- Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
- Oversaw inventory management with cycle counts, audits and shrinkage control.
- Fostered healthy team environments to promote collaboration and boost productivity.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Set and administered annual operating budget, consistently maintaining controls and preventing overages.
- Greeted and assisted all customers daily in high-traffic retailer.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
Education
Associate of Applied Science - Automotive Mechanics
Scott Community College
Bettendorf, IA06.1981
Skills
- Employee supervision
- Training and mentoring
- Sales techniques
- Stock management
- POS systems operations
- Customer relations
- Budgeting
- Performance improvements
- Profit and loss accountability
- Policy/program development
- Goal setting
- Employee development
Timeline
Service Writer
Hughes Tire And Brake
03.2024 - Current
Store Manager
Jim Whan's Automotive
03.2020 - 10.2023
Service Writer
MCH Kenworth
03.2018 - 02.2019
General Store Manager
Bridgestone Retail Operations
09.1980 - 09.2017
Associate of Applied Science - Automotive Mechanics
Scott Community College
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