Marc Miller
Powell,TN
Summary
I have extensive sales, management and customer service skills having worked in the Automotive Dealership Industry for 30 years in both Service and Sales departments. I am organized and very dependable. I believe in setting expectations and treating others fairly. I know I would be an asset to any company.
Overview
6
6
years of professional experience
Work History
Service BDC Manager
Reeder Chevrolet
Knoxville, TN
01.2023 - Current
- Developed and implemented strategies to ensure customer retention in the BDC.
- Provided timely responses to customer inquiries via phone, email, and other communication channels.
- Conducted follow-up calls with existing customers to ensure satisfaction with services provided.
- Participated in regular meetings with senior management to discuss opportunities for improvement within the BDC operations.
- Maintained up-to-date records of customer interactions including notes about conversations had with them.
- Created and maintained a database of customers for tracking purposes.
- Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
- Scheduled service appointments at customer convenience, building rapport and maintaining client relationships.
- Conducted multi-channel communication with customer via email, phone and website.
- Fielded calls with prompt and thorough knowledge, resolving issues and answering questions.
- Answered incoming questions via phone and email discussing advertised pricing and inventory.
- Performed proactive outbound calls to schedule regular maintenance, recall notifications and preventive services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Greeted and assisted customers to foster positive experiences.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Identified customer needs by asking questions and advising on best solutions.
Sales BDC
Rusty Wallace Honda
Knoxville, TN
04.2022 - 01.2023
- I served as a liaison between the sales staff and clients.
- Acted as main point of contact in matters relating to client concerns and needs.
- Effectively built relationships with both established and potential customers.
- Accomplished Business Development Representative offering expertise in marketing, sales and operations. Consults with customers, builds strong relationships and increases hard sales numbers.
Service Advisor
East Tennessee Nissan
Morristown, TN
07.2018 - 10.2021
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Oversaw warranty counseling process to manage expense controls.
- Answered phone calls and responded to questions and concerns.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recommended additional, useful services to customers to increase overall sales.
- Utilized in-house systems and software to drive customer interaction and communication through service process.
- Researched coverages under warranties and determined requirements for coverage.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Trained newly hired employees to fill key positions and maximize productivity.
- Maintained current store, product and promotional knowledge to drive consistent sales.
Education
Bachelor of Science - Business Administration And Management
The University of Tennessee - Knoxville
Knoxville, TN05.1996
Skills
- Contract Negotiation and Closing Tactics
- Business-To-Business Background
- Web Technologies and Services
- Sales Proposal Creation
- Staff Training
- Account Management
- Customer Relationship Management
- Effective Customer Upselling
- Processing Payments
- Opening and Closing Procedures
- Staff Training and Motivation
- Planning & Organizing
- People Skills
- Active Listening
- Critical Thinking
- Reliable & Trustworthy
- Organizational Skills
- Supervision & Leadership
- Relationship Building
- Conflict Resolution
- Problem Resolution
- Computer Skills
- Friendly, Positive Attitude
REFRENCE
Tracy Missildine
Onstar Account Manager
706-987-7085
traci.missildine@gm.com
Timeline
Service BDC Manager
Reeder Chevrolet
01.2023 - Current
Sales BDC
Rusty Wallace Honda
04.2022 - 01.2023
Service Advisor
East Tennessee Nissan
07.2018 - 10.2021
Bachelor of Science - Business Administration And Management
The University of Tennessee - Knoxville
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