Kayaking
Jennifer Connors
Manager Of Managed Services
Olathe,KS
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
Certifications
14
14
years of professional experience
Work History
Manager of Managed Services
VinSolutions
Mission, KS
07.2018 - Current
- Supervised employees and assessed performances to determine training needs.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Resolved concerns with products or services to help with retention and drive sales.
- Organized and balanced multiple priorities within fast-paced environment.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Assisted in broadening strategic business plans to promote growth while managing 30 members of TPP and then eventually 10 Account Managers in AMP and building long-lasting customer relationships.
Implementation Launch Consultant
VinSolutions
Mission, KS
09.2017 - 07.2018
- Responsible for helping dealers understand and build their new CRM program, VinConnect.
- I work with car dealers during the implementation process to help them choose their correct settings to fit their particular dealership, teach them how to use parts of their system, set up their users, help them customize their sales processes, customize forms for their use, and balance their desking tool so they have a seamless transition to our system.
- Selected Accomplishments: Developed and continued excellent customer relationships.
- Maintained 100% quality scores for all stores launched.
Director
Power Ford
Albuquerque, NM
07.2014 - 09.2017
- Managed team of 14 professionals.
- Surpassed revenue goals.
- Served as mentor to junior team members.
- Increased profits by developing, initiating, and managing a customer follow up process.
- Managed sales calls with team members to establish sales and customer retention goals.
- Resolved an average of 45 customer complaints per month regarding sales and service.
- Generated monthly and annual sales reports.
- Shared product knowledge with customers while making personal recommendations.
- Maintained friendly and professional customer interactions.
- Executed integrated advertising campaign across multiple media channels.
- Increased profits by developing, initiating, and managing VinSolutions CRM.
- Identified prospective customers using lead generating methods and performing an average of 60 calls per day.
- Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.
- Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers.
- Prepared monthly commissions payroll reports for 14+ sales representatives.
- Managed a team that handled 1003+ incoming sales leads via email and 200+ sales calls from third party lead sources.
- Implemented process to follow up with all unsold customers for 180 days+.
- Grew the BDC from being responsible for 50 sales a month to 110 a month.
- Hired and directed teams to achieve daily and long-term operations and business goals.
- Established performance goals for each department and provided feedback on methods for reaching those milestones.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Assisted with creation of marketing strategy and advertising initiatives used to promote company to community members.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Leveraged marketplace trends to create solutions and refine business strategies.
- Created and applied new business analytics and reporting tool across several sites.
Launch Coordinator
VinSolutions
MIssion, KS
01.2011 - 01.2014
- Responsible for helping dealers understand and build their new CRM program, VinConnect.
- I work with car dealers during their implementation process to help them choose their correct settings to fit their particular dealership, teach them how to use parts of their system, set up their users, help them customize their sales processes, customize forms for their use, and balance their desking tool so they have a seamless transition to our system.
- Selected Accomplishments: Developed and continued excellent customer relationships.
- Maintained 100% quality scores for all stores launched.
Marketing Director/Activity Director
Countryside Health Center
Topeka, KS
01.2010 - 01.2011
- Raised 2500.00 for the men and women with mental illness for hygiene products, clothing and other necessities.
- Planned group activities, wrote Care Plans and met with family members to discuss organized group outings Contacted local businesses and colleges for donations of tickets and any other items for the men and women that lived at the facility.
- Collaborated with designers and editorial team on marketing materials.
- Organized and executed robust, creative experiential marketing events.
- Devised and deployed online marketing plans with effective SEO, social media and viral video campaign strategies.
- Coordinated with Administrator on designing effective PR strategy.
Internet Manager
Briggs Auto Group
Topeka, KS
01.2007 - 01.2010
- I was responsible for the internet and maintained a one person BDC.
- I responded to all incoming sales leads and maintained an appointment schedule for all the sales people working with me.
- Met and exceeded all sales goals.
- Maintained a 20-27% closing rate for internet leads.
- Increased ROI.
- Five Star Coordinator for Dodge.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Submitted reports to senior management to aid in business decision-making and planning.
- Mentored new sales associates to contribute to store's positive culture.
- Researched issues to obtain appropriate answers to customer inquiries.
- Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance.
- Promoted business' development by building and maintaining relationships with new clients.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and ommunicative talents.
Education
Some College (No Degree) - Accounting
Dickinson State University
Dickinson, NDMarketing and Advertising coursework Internet Sales Certified through Ford. Customer Relations Master Certified through Ford -
Allan County Community College
Topeka, KSSkills
Inter-department collaboration
Customer Relationship Management Software (CRM)
Personnel training and development
Staff Management
Process improvement specialist
Customer Relations
Team Building
Negotiation expert
Complaint resolution
Excellent time management skills
Exceptional telephone etiquette
Effective workflow management
CRM
Account management
Accomplishments
- Changed the culture of a 28 person team from a depressed and stagnant team to a team that was more forward thinking and excited to come to work.(TPP)
- Collaborated with our Product Team, Sales Team, Performance Management Team and Implementation team to create, operationalize and roll out a new marketing product(AMP).
- Built a team of 9 strong Account Managers that deliver high quality marketing services to car dealers.
- Managed a successful BDC team of 14 members and helped them to meet or exceed sales goals each month.
- Managed a team that fielded and processed up to 200+ calls and 500+ Internet sales leads per month.
- Created strategies to develop and expand existing customer sales, which resulted in a 10% increase in monthly sales.
- Spearheaded all company-wide prospecting and marketing endeavors.
- Boosted company sales by implementing and enforcing more active customer follow up and appointment confirmations.
- Managed all third party lead sources such as Cars.com, Autotrader, TrueCar, Edmonds, FMCC, Blackbook, etc.
- Constructed weekly and monthly email campaigns to prospect owned customer base of sold and unsold customers.
- Owned Dealership Consulting Company
Certification
Master Certification Customer Service Director
Interests
Cooking
Swimming
Discovering wineries
Browsing antique stores
Timeline
Manager of Managed Services
VinSolutions
07.2018 - Current
Implementation Launch Consultant
VinSolutions
09.2017 - 07.2018
Director
Power Ford
07.2014 - 09.2017
Launch Coordinator
VinSolutions
01.2011 - 01.2014
Marketing Director/Activity Director
Countryside Health Center
01.2010 - 01.2011
Internet Manager
Briggs Auto Group
01.2007 - 01.2010
Marketing and Advertising coursework Internet Sales Certified through Ford. Customer Relations Master Certified through Ford -
Allan County Community College
Some College (No Degree) - Accounting
Dickinson State University