Randy Bivens
Vinton,VA
Summary
Customer-oriented, strategic-thinking Sales Professional with over 26 years of experience in building relationships, cultivating international partnerships, retaining top accounts and growing profit channels. Multi-tasking and self-motivated leader with expertise in expanding network connections, persuasively introducing products, implementing pricing models, inventory control and projections, distributor relations, territory development and revealing customer needs to deliver solutions. Energetic road warrior, tactical team builder and strategic planner. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
30
30
years of professional experience
Work History
Sales Professional , Customer Service Specialist
Berglund Ford Mazda
Roanoke, VA
02.2002 - 06.2020
- Followed up after sales to assess satisfaction and identify ongoing requirements.
- Identified and approached potential customers by generating leads, setting appointments and conducting site visits.
- Demonstrated products at customer locations, answering questions and redirecting objections to close deals.
- Built positive and productive customer connections to drive consistent sales.
- Handled customer complaints promptly and effectively.
- Assisted in training and motivating new employees.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Developed long-term rapport with clients to cultivate loyalty.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Answered customer questions by sharing product knowledge or researching pricing and availability.
- Improved productivity initiatives, including coordinating itinerary and scheduling appointments.
- Shared detailed information regarding automotive sales and service options to help customers make informed decisions.
- Automated office operations, as well as managed client correspondence, record tracking and data communications.
- Presented quotations with clear pricing information and deliverables specifications.
- Referred customers to business partners based on individual preferences and demographics.
Sales Professional Customer Service Specialist
Magic City Auto Group
Roanoke, VA
09.2020 - 10.2026
- Cultivated customer relationships through consultative vehicle presentations and needs-based recommendations.
- Qualified inbound leads and matched prospects with suitable inventory across new and pre-owned vehicles.
- Negotiated pricing, trade-in values, and purchase terms to support profitable deal closures.
- Guided customers through financing, leasing, and paperwork processes with accuracy and professionalism.
- Coordinated with finance and service teams to streamline delivery and post-sale support.
- Built strong relationships with customers through personalized service, enhancing client loyalty and repeat business.
- Provided timely and effective resolutions to problems, securing clients and ensuring satisfaction.
- Increased sales revenue by identifying and targeting high-potential markets and customer segments.
- Reached performance objectives and generated over $Number in sales.
- Grew client base by analyzing consumer needs to introduce relevant products and complete sales processes.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Coordinated service appointments, follow-ups, and status updates to maintain smooth customer flow.
- Escalated complex issues to management and department leaders for timely resolution.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Sales Manager
Haverty Furniture Companies Inc.
Roanoke, VA
08.1996 - 02.2002
- Developed and implemented new sales strategies to update product lines.
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
- Formalized sales process to enhance operations and promote acquisition of new customers.
- Cultivated relationships with realtors, prospects and buyers to drive profit opportunities.
- Leveraged rapport with key retail account leadership to up-sell vendor partnerships.
- Streamlined hiring processes, including recruiting top talent, training new team members on best practices and managing employee performance.
- Built relations with international suppliers while liaising with factories to develop, design and select product for retail roll-out.
- Reduced process gaps by hiring, supervising and coaching 10-12 employees on sales strategies and protocols, optimizing performance, growth and profitability.
- Boosted team morale and overall sales volume by creating employee incentive sales contests.
- Planned and executed in-store promotional events to increase customer engagement and sales revenues.
- Partnered with sales representatives during customer consultations to strengthen agency and customer relations.
Education
High School Diploma - undefined
Northside High School
Roanoke, VASkills
- Sales and marketing strategies
- Conflict mediation
- Senior leadership support
- Customer relations
- Retail sales customer service
- Sales expertise
- Problem-solving abilities
- Adaptive team player
Section name
- 73
- RA...NS
- Whiplash (R
Timeline
Sales Professional Customer Service Specialist
Magic City Auto Group
09.2020 - 10.2026
Sales Professional , Customer Service Specialist
Berglund Ford Mazda
02.2002 - 06.2020
Sales Manager
Haverty Furniture Companies Inc.
08.1996 - 02.2002
High School Diploma - undefined
Northside High School