Summary
Overview
Work History
Education
Skills
Timeline
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Roger Gahan

Grand Rapids,MI

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

30
30
years of professional experience

Work History

Retention Customer Service Representative

Spectrum
01.2023 - 04.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Auto Sales Representative

Rockville Porsche Audi
01.2004 - 01.2009
  • Met customers on lot and in showroom to discuss available vehicles and options.
  • Greeted customers on lot and in showroom to answer questions about brand and available inventory.
  • Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
  • Increased business [Number]% in single quarter.
  • Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
  • Negotiated purchase prices and explained sales, warranty, and optional products.
  • Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.

01.2000 - 04.2002
  • Developed and delivered polished sales presentations in order to highlight product and service quality
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
  • Gathered and reviewed customer feedback to improve operations
  • Assessed employee performance and developed improvement plans
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.

NATIONAL SALES TRAINER

Development Institute
01.1998 - 09.2001
  • The sales training that was provided by REICO sharpened my results
  • The monthly sales went from 1 million annually to 5 million in 4 years
  • I was contacted by the owner and asked if I had interest in working one day every three weeks
  • The owner of Stuart Kitchens agreed as long as I was able to maintain the business
  • The company was Morgan Stanley at the WTC in New York
  • Every new hire for the US market attended my presentation
  • Developed and led group training courses to align with corporate sales and service goals
  • Designed and implemented sales training program and documentation
  • Collaborated with Human Resources to facilitate recruitment promotion at job fairs and other community events
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.

DIRECTOR OF SALES AND MARKETING

Stuart Kitchens
04.1993 - 01.2000
  • Performed competitive analyses and adjusted sales and marketing strategies accordingly
  • Created and expanded sales presentations to new and existing customers increasing net sales revenue by [35]% in sales
  • Produced P&L statements to enable research into loss-reduction strategies
  • Cultivated and maintained strategic alliances with key partners and

Education

No Degree - Selling Skills And Sales Operations

Client Development Institute
Fairfax, VA

Skills

  • Customer Service and Assistance
  • Customer Experience
  • Credit Card Payment Processing
  • Information Updates
  • Customer Relations
  • Sales Expertise
  • Retail Sales Customer Service
  • Active Listening
  • Professional Telephone Demeanor
  • Project Management Abilities

Timeline

Retention Customer Service Representative

Spectrum
01.2023 - 04.2023

Auto Sales Representative

Rockville Porsche Audi
01.2004 - 01.2009

01.2000 - 04.2002

NATIONAL SALES TRAINER

Development Institute
01.1998 - 09.2001

DIRECTOR OF SALES AND MARKETING

Stuart Kitchens
04.1993 - 01.2000

No Degree - Selling Skills And Sales Operations

Client Development Institute

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Roger Gahan