PATRICIA PIETSCH
St. Johns,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
24
24
years of professional experience
Work History
Principal, Aftersales Operations Van - AIR
Mercedes-Benz USA, LLC
01.2017 - Current
- Consultant to 85-38 dealers in the Southern Region for all commercial vehicle related aftersales issues (warranty, parts sales and wholesale, marketing, customer satisfaction, and fleet operations.) In 2021 also took on Department Manager role for the field force supervising 8 managers in the field
- Consistently ranked in top two positions for parts sales and customer retention
- Pivotal in the launch and success of Mobile Service initiative.
Region Customer Experience Manager
Nissan North America
01.2015 - 01.2017
- Manage sales and service customer satisfaction, retention, and loyalty continuously providing assistance to field to improve overall satisfaction with the brand
- Brought Mid-Atlantic region scores up incrementally by working directly with field managers and dealers.
Fixed Operations Manager
Nissan North America
01.2014 - 01.2015
- Oversee 11 Nissan retailers in the greater Richmond/Norfolk metropolitan area with regard to Fixed Operations; consistently exceed retail parts sales objectives
- Consistently achieve #1 ranking in customer retention in the nation, improved overall CSI from 899 to 921.
Fixed Operations Manager
Infiniti USA
01.2012 - 01.2014
- Manage 11 Infiniti retailers in the greater Los Angeles metropolitan area with regard to Fixed Operations; consistently exceed retail parts sales objectives
- Increased Service Customer Retention in district two percentage points in Fiscal Year 2013
- Engaged area retailers in Infiniti wholesale parts and accessory sales, as well as improving retailer profitability.
District Service and Parts Manager
Kia Motors America
01.2010 - 01.2012
- Manage and consult with 17 Kia dealers in New Jersey metro area regarding all aspects of Aftersales business
- Achieved number one ranking in nation within eight months, including number one in customer satisfaction, increased parts and accessory sales in district by 30% in four months.
Area Marketing Manager
Porsche Cars North America
01.2007 - 01.2009
- Supervised all marketing activities for northeast US Porsche dealers including media planning, event planning and execution, budget planning, negotiating and consulting with dealers on CRM and brand image, as well as forming dealer advertising groups
- Developed marketing plan for over 61 dealers in twelve states leading to more effective use of budget Planned and executed over 15 large scale events directly resulting in 35 vehicle sales and hundreds of qualified leads Devised media plans for dealer ad groups including print, online, and television, as well as special events, Prior role of Region After-sales Manager.
Dealer Marketing Manager, Product Manager, Regional After Sales Manager, Fixed Operations Manager
Audi of America
01.2001 - 01.2007
- Coordinated launch of dealer advertising website working closely with Tier One agency and dealer ad groups, managed the development of two car lines for US market, consulted with dealers and field managers in southeast US regarding aftersales business Restructured vehicle options resulting in a measurable improvement in dealer and port inventory turnover Organized dealer advertising website Improved customer satisfaction levels in southeast region to best in nation while decreasing buybacks by 20% year over year
Education
MBA, Marketing -
University of Phoenix
Phoenix, AZ01.2006
Skills of Leadership Training -
Dale Carnegie
01.1998
Bachelor of Arts -
LeMoyne College
Syracuse, NY01.1993
Skills
- Proficient in use of Microsoft Office, Word, Excel, PowerPoint, as well as Mac Pages, Numbers, Keynote, and other Mac applications
- Team player attitude
- Customer Relationship Building
- Effective Time Management
- Safety awareness
- Creative Thinking
- Active Listening
References
Furnished Upon Request
Timeline
Principal, Aftersales Operations Van - AIR
Mercedes-Benz USA, LLC
01.2017 - Current
Region Customer Experience Manager
Nissan North America
01.2015 - 01.2017
Fixed Operations Manager
Nissan North America
01.2014 - 01.2015
Fixed Operations Manager
Infiniti USA
01.2012 - 01.2014
District Service and Parts Manager
Kia Motors America
01.2010 - 01.2012
Area Marketing Manager
Porsche Cars North America
01.2007 - 01.2009
Dealer Marketing Manager, Product Manager, Regional After Sales Manager, Fixed Operations Manager
Audi of America
01.2001 - 01.2007
MBA, Marketing -
University of Phoenix
Skills of Leadership Training -
Dale Carnegie
Bachelor of Arts -
LeMoyne College
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