JOHN FLEMING
Littleton,CO
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Experience Manager/Brand Ambassador/Sales Consultant
Porsche Littleton
07.2016 - Current
- Follow up and customer retention
- Create memorable experiences for clients
- As a Brand
- Ambassador for Porsche, my goal is to bring the past, present, and future of the brand to the forefront of the overall experience of ownership
- Building the passion along with creating brand advocates to ensure growth for years to come
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Assisting in answering questions about features and technology to maintain CSI scores and positive surveys
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
- Established performance and service goals and held associates accountable for individual performance
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Sales Consultant, Technology Specialist, Product Specialist
Kuni Lexus of Greenwood Village
05.2014 - 06.2016
- Assisting guests in test drives, finding the right car to fit guest's needs, demo features and technology on new vehicles
- Researched product's technical specifications and accurately communicated information
- Continually expanded knowledge of the Lexus product line
- Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings
- Provided sales and customer service assistance to walk-in traffic
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Stayed knowledgeable on latest sales innovations and technological advancements through training
- Maintained sense of urgency in answering customer questions and requests through email or voice message
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement
- Retained consistent client base by conducting market research to develop brand strategy
- Maintained organized, presentable merchandise to drive continuous sales
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Detail Specialist
Ferrari Of Denver
09.2010 - 05.2014
- Mixed cleaning solutions, abrasive compositions and other compounds to clean interior and exterior of vehicle
- Reported any customer-oriented issues immediately to Sales and Service managers for swift assistance and resolution
- Operated buffers, steamers, hoses, vacuums and other equipment to meet service expectations
- Maintained regular list of high-end clientele due to exceptional service and outstanding pricing
- Interacted face-to-face with customers to understand vehicle detailing needs and deliver quality satisfaction.
Inventory Specialist
Stevinson Imports Jaguar/Porsche
08.2001 - 08.2010
- Manage inventory and display, merchandising of inventory and vehicles, assist with Pre-owned recon, inventory photos for internet
- Managed team of 2 lot technicians to achieve optimal productivity and inventory control
- Supervised and trained new staff in performing census
- Worked with store employees to develop engaging and aesthetically appealing merchandise displays that drove store traffic
- Completed physical inventory counts each month
- Service Advisor for Jaguar brand
- Pleasantly greeted customers and asked open-ended questions to better determine needs
- Handled customer issues with confidence, to provide effective resolution
- Met all customer call guidelines including service levels, handle time and productivity
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Education
High School Diploma -
Arapahoe Community College
Littleton, COColumbine High School
Littleton, COSkills
- Sales processes
- Coaching and mentoring
- Direct sales
- Analytical problem solver
- Systems and software programs
- Database Management
- Sales Reporting
- Extensive personal network
- Accomplished manager
- Sales presentations
- Customer Experience Improvement
Certification
Certified Customer Experience Manager
Certified Global Brand Ambassador
Certified Sales and Leasing Consultant
Timeline
Customer Experience Manager/Brand Ambassador/Sales Consultant
Porsche Littleton
07.2016 - Current
Sales Consultant, Technology Specialist, Product Specialist
Kuni Lexus of Greenwood Village
05.2014 - 06.2016
Detail Specialist
Ferrari Of Denver
09.2010 - 05.2014
Inventory Specialist
Stevinson Imports Jaguar/Porsche
08.2001 - 08.2010
High School Diploma -
Arapahoe Community College
Columbine High School