Nicholas Hendra

February 2025 - Present- Vehicle Acquisition Manager:

I coordinate purchases of vehicles for our pre-owned vehicle department. Responsibilities include responding to customer inquiries, reaching out in to the community to pursue vehicles that are "for sale by owner", appraising vehicle values based on market data and vehicle history information, making offers for customer vehicles, negotiating and closing deals, processing paperwork to finalize the vehicle purchase, and ensuring that customers are paid in a timely manner. I also work at the main sales desk, processing credit applications and finalizing deal structure for sales consultants on an as needed basis.

November 2024 - February 2025 - Asst. Pre-Owned Vehicle Manager:

I worked at the main sales desk in the showroom, processing credit applications for customers, working directly with lenders to ensure that the sale was structured per their terms and stipulations. I was responsible for coaching and developing sales consultants to ensure they were successful, as well as stepping in to assist customers when needed, to resolve issues and close sales. I ran the vehicle reconditioning operation, which involved appraising vehicles and approving trade values, stocking vehicles in to inventory, assigning and approving needed repairs to auto technicians, and ensuring that vehicle availability and pricing was accurately represented on the dealership website.

October 2023 - November 2024 - Business Development Center Manager:

I ran our BDC (business development center), which is our internet sales department. I supervised a team of 6-8 sales consultants, responsible for their hiring, training, coaching, and development. I oversaw all inbound internet sales leads, inbound phone calls, and inbound live chat interactions. I handled all scheduling, punch edits, and payroll processing for my team members. I monitored sales consultant activity, and stepped in as needed to resolve customer issues, or close sales. I tracked and reported all department sales, to ensure that data was accurately recorded by our CIO, and to ensure sales consultants were paid accurate commission amounts.

April 2022 - October 2023 - Sales Consultant:

Started as a BDC representative (internet sales consultant), which operated out of our customer care center. As a BDC rep, I would answer inbound phone calls, chats, and messages. I also reached out to sales leads from customers who had submitted inquiries on vehicles through various online platforms. My involvement in the sales process varied from coordinating appointments for test drives, through full completion of the sale (approved credit application and agreed terms). I would communicate with customers via phone calls, text messages, e-mails, live chat, and video messaging. I later moved to a sales consultant role on the showroom floor, which was face to face with customers, demonstrating vehicle features/functions, and finalizing paperwork to complete the sales process.

I began my PetSmart career as an hourly employee, and worked my way up through the organization to become a Store Director (general manager) from 2011 through 2022. I worked at several different locations, and was promoted 6 times through the management structure. My notable responsibilities included (but certainly not limited to) hiring, training, and coaching employees, ensuring and modeling a standard for exceptional customer service, overseeing all aspects of retail store, pet care, pet services, and community event operations, merchandising products and managing inventory, processing payroll and scheduling for all employees, managing store profit and loss, and ensuring all company policies were being followed.