Kyle McKenzie
NORFOLK,VA
The opposite of a true statement is a false statement, but the opposite of a profound truth may well be another profound truth.
Niels Bohr
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
12
12
years of professional experience
Work History
Customer Experience Manager
Southern Auto Group
Chesapeake, VA
06.2020 - Current
- Implemented top-down organizational restructuring reducing Door-to-Sale time by30% and increasing daily sales completed by 60% in 2021 calendar year
- Increased Customer Satisfaction Survey metrics by 27% Year over Year to dealership wide 97%
- Customer Satisfaction Index
- Reduced expenses on customer experience by improving vendor selection and relations
- Provided continuous reinforcement of training guidelines in relation to customer satisfaction leading to continuous growth since implementation
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity
- Managed complaints, provided appropriate solutions and alternatives within appropriate timeframes,and followed up to achieve resolution
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
Internet Sales Manager
MileOne Autogroup
Virginia Beach, VA
04.2018 - 06.2020
- Administered one on one coaching with sales staff in Customer service and sales process
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
- Created and launched new online marketing strategies, resulting in a,10% sales increase
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals
- Administered weekly meetings with Department director, and executive members of management to identify techniques to overcome sales objections
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Sales Development Coordinator
The People's Market
Charlotte, NC
12.2016 - 04.2018
- Coordinated with Executive Chef in creation of menu items, standardization, and methods of production in High volume Kitchen/retail environment
- Developed and implemented standard operating procedures for new menu items incorporating cross-utilization and reduction in waste
- Performed business analytics related to local demographics to increase overall sales by 14% year over year
- Trained 40 members of staff in management, front of house, and back of house in how every aspect of their detail affects final sales line
- Prepared variety of written communications, reports, and documents
- Monitored company inventory to keep stock levels and databases updated
Front of House Manager
TAVOLO
Charlotte, NC
10.2009 - 10.2016
- Incorporate multiple years of customer service training and expertise in order to provide guests with focused and exceptional experience
- Reduced overhead through vendor negotiations
- Increased Special event sales by 15% through active marketing and outreach to neighboring small and large businesses
- Organized and led specialized training in steps of service, wine presentation, banquet setup, table setting and sanitation practices
- Challenged staff by setting sales goals and incentivizing said goals leading to $2-3,000 increase in sales on regular nightly basis
- Drove excellent customer service through coaching, role modeling, and incorporating customer feedback to reinforce and improve quality of service.
Education
No Degree - Restaurant And Food Services Management
Skills
- Decision Making
- Planning and Coordination
- Analytical and Critical Thinking
- Organization and Time Management
- Attention to Detail
- Teamwork and Collaboration
- Sales Program Coordination
- Team Recruiting and Onboarding
- Promotions Programs
- Customer Experience Improvement
- Customer Trend Analysis
- Customer Complaint Resolution
- Promotions Programs
- Customer Experience Improvement
- Customer Trend Analysis
- Customer Complaint Resolution
- Promotions Programs
- Customer Experience Improvement
- Customer Trend Analysis
- Customer Complaint Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Manager - Southern Auto Group
06.2020 - Current
Internet Sales Manager - MileOne Autogroup
04.2018 - 06.2020
Sales Development Coordinator - The People's Market
12.2016 - 04.2018
Front of House Manager - TAVOLO
10.2009 - 10.2016
Johnson & Wales University - Charlotte - No Degree, Restaurant And Food Services Management
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