Mary Coulter
San Pedro,CA
Summary
Dependable and courteous automotive professional with years of experience offering compelling strategies leading to proven increases in service and sales traffic and revenues. Trained in hospitality operations and regulations with demonstrated history of fostering guest satisfaction. Organized and flexible with proven performance in fast-paced, high-stress environments.
Overview
24
24
years of professional experience
Work History
Front Desk Receptionist
McKenna Cars, South Bay BMW/Volvo/Mini
Torrance, CA
06.2021 - Current
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Investigated and analyzed client complaints to identify and resolve issues.
Lease Inspector
McKenna Cars, South Bay BMW/Volvo/Mini
Torrance
11.2015 - 03.2020
- Performed consistent, fair and accurate inspections of automobiles at lease end in compliance with manufacturers guidelines
- Coordinated actions with lease portfolio manager and used car manager to determine best course of action for vehicle, client and dealership
- Compiled reports outlining findings from each inspection performed.
Service Business Development Manager
South Bay Lexus
Torrance
01.2015 - 10.2015
- Developed and implemented strategies to increase sales and market share.
- Maintained a database of existing customers and prospective leads.
- Provided training to sales staff on effective communication techniques when dealing with clients.
Customer Care Manager
AutoNation Toyota Cerritos
Cerritos
02.2013 - 12.2014
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assisted senior service managers regarding flow of vehicles and assistance of incoming clients in the service drive
Customer Care Manager
Shelly BMW
Buena Park
01.2010 - 01.2013
- Initially hired as lease retention manager, developed email and letter processes to increase lease retention to double of existing rate
- Invited by dealership general manager to assist in customer care processes, ultimately contributing to Shelly BMW achieving Center of Excellence status in 2012 and 2013.
- Collaborated with other departments to ensure customers' needs were met promptly and accurately.
Lease Portfolio Manager
Long Beach BMW
Long Beach , CA
02.2007 - 11.2009
- Developed and monitored lease portfolio strategies to maximize return on investment.
- Analyzed leasing opportunities and market trends to identify potential risks and rewards.
- Developed processes (synergy with service drive personnel, customer contacts and used car management) to raise lease retention and lease to purchase transactions over 50%
Business Development Manager
Lexus of Mission Viejo
Mission Viejo
09.2005 - 02.2007
- Managed a staff of eight service and sales Business Development phone agents
- Created word tracks and scripts for phone agents
- Resolved inbound customer service concerns relating to service and sales issues
Account Manager, Business Development
Ncompass
Tustin, CA
05.2004 - 07.2005
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Provided training and guidance to new Account Managers.
- Analyzed client data and identified opportunities for growth.
New and Used Car Salesperson
AutoNation
Los Angeles
02.2000 - 04.2004
- Assisted customers in selecting appropriate products or services for their needs.
- Began at AutoNation Volvo Cerritos, promoted to Mercedes-Benz of South Bay based on meritorious sales increases
- Performed regular follow-ups with clients to ensure satisfaction with purchases.
Airline Stewardress
Delta Airlines Global Services
Atlanta, GA
- Greeted passengers and provided assistance with boarding procedures.
- Assisted passengers in stowing carry-on luggage, locating seats and providing general information about the aircraft.
- Checked safety equipment to ensure compliance with airline regulations.
Education
High School Diploma -
Crescenta Valley High School
La Crescenta, CA06-1965
Skills
- Appointment confirmation
- Staff Management
- Email and telephone decorum
- Customer assistance and interaction
- Performance Improvement
Timeline
Front Desk Receptionist
McKenna Cars, South Bay BMW/Volvo/Mini
06.2021 - Current
Lease Inspector
McKenna Cars, South Bay BMW/Volvo/Mini
11.2015 - 03.2020
Service Business Development Manager
South Bay Lexus
01.2015 - 10.2015
Customer Care Manager
AutoNation Toyota Cerritos
02.2013 - 12.2014
Customer Care Manager
Shelly BMW
01.2010 - 01.2013
Lease Portfolio Manager
Long Beach BMW
02.2007 - 11.2009
Business Development Manager
Lexus of Mission Viejo
09.2005 - 02.2007
Account Manager, Business Development
Ncompass
05.2004 - 07.2005
New and Used Car Salesperson
AutoNation
02.2000 - 04.2004
Airline Stewardress
Delta Airlines Global Services
High School Diploma -
Crescenta Valley High School
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