ROGER HOGAN
Lakeland Automall
Valrico,US
35
years of professional experience
Results-driven Sales and Management Professional with 28 years in customer service, automotive sales, and team leadership. Expertise in negotiation, sales management, and process improvement has consistently driven sales growth and enhanced customer satisfaction. Focused on developing programs and recruiting talent to strengthen client relationships and meet business goals.
Work History
SERVICE ADVISOR
1 Year 2 Months- Facilitated effective communication between customers and service technicians to ensure accurate service delivery.
- Managed customer inquiries and concerns, providing timely solutions to enhance satisfaction and loyalty.
- Coordinated service appointments, optimizing scheduling to improve workflow efficiency and minimize downtime.
- Conducted thorough vehicle inspections, identifying potential issues and advising customers on necessary repairs.
AUTO SALES
1 Year 2 Months- Cultivated strong client relationships, used the company CRM to make daily contacts resulting in new business, repeat business and a notable increase in monthly sales volume.
- Coordinated with BDC to schedule client appointments.
- Communicate with customers using our CRM to thank them for their business, "Happy Birthday" or "Anniversary".
STORE MANAGER
5 Years 1 Month- Trained 6-8 team members continuously on providing excellent customer service, utilizing daily challenges to exceed performance plans and achieve set goals. Directed efforts towards exceeding monthly sales and loan budget goals. Managed inventory control and sales processes for firearms, automobiles, motorcycles, jewelry, and coordinated store scheduling.
- Directed daily operations to ensure optimal store performance and customer satisfaction.
- Implemented inventory management processes to maintain stock levels and minimize waste.
- Trained and mentored staff on sales techniques and customer service standards.
DISTRICT MANAGER
4 Years 1 Month- Implemented strategies for underperforming stores to reduce turnover, boost retention, elevate customer service, and increase ROEA.
- Led district operations to optimize inventory management and streamline sales processes.
- Developed and implemented training programs to enhance team performance and customer engagement.
- Analyzed key performance indicators to identify trends and improve store profitability.
OPERATIONS MANAGER
2 Years 7 Months- Managed six pawn and title loan stores, ensuring operational efficiency and compliance across locations. Managed multiple pawn and title loan stores across GA and TN. Established financial goals, maintained a harmonious work environment, trained the trainer, and developed products and locations while providing accurate updates to owners, investors, and team members. Facilitated detailed transactions for firearms, jewelry, auto loans, repossessions, and sales at public and auction events.
- Streamlined inventory management processes to enhance accuracy and efficiency in daily operations.
- Supervised staff training programs, fostering skill development and operational excellence.
- Implemented cost-saving initiatives that improved profitability across multiple product lines.
TITLE LOAN AND GOLD LENDING PRODUCT DEVELOPMENT MANAGER
5 Years 1 Month- Traveled southeast to establish title loan and gold pawn locations, enhancing regional access to services. Developed and delivered training classes for staff to enhance their skills and knowledge., recruiting, progressive counseling, collections, sales of automobiles.
- Led cross-functional teams to develop and launch new financial products.
- Analyzed market trends to identify opportunities for product enhancements.
- Collaborated with IT and marketing teams to streamline product development processes.
REALTOR/SALES ASSOCIATE
5 Years- Facilitated commercial and residential sales. Engaged potential clients to market and sell homes or businesses.
- Guided clients through property searches, ensuring alignment with their needs and preferences.
- Conducted market analysis to provide accurate pricing strategies for listings.
- Managed property showings, highlighting features to enhance buyer interest and engagement.
VP OPERATIONS MANAGER
12 Years 1 Month- General pawn operations, auto loan department, Managed collections process to recover outstanding debts, Coordinated repossession of vehicles for delinquent accounts, Facilitated auto sales transactions to meet customer needs, Led recruitment and training center operations for staff development. Managed 10 district managers and 46 locations.
- Directed strategic initiatives to enhance operational efficiency across multiple pawn shop locations.
- Implemented inventory management systems to optimize stock levels and reduce losses.
- Oversaw staff training programs, improving team performance and customer service standards.
DISTRICT MANAGER
3 Years 1 Month- Opened second store within 6 months of starting as Store Manager, contributing to Toco's expansion from 1 to 2 locations. Managed the day-to-day operations. Managed marketing, merchandising, and scheduling tasks.
- Oversaw daily operations and ensured compliance with company policies and procedures.
- Developed training programs for store managers to enhance team performance and customer satisfaction.
- Analyzed sales data to identify trends and drive strategic decisions for inventory management.
Education
HIGH SCHOOL DIPLOMA
Skills
Process Improvement
Process optimization
Cost Management
Recruiting
Customer Interaction
Training
Merchandising
Customer Engagement
Strategic Planning
Microsoft Excel
Retail
Pricing
Customer Service
Team Management
Inventory Control
Operations Management
Sales Strategies
Client management
Service Recommendations
Business analytics
Promotional tactics
Leadership
Communication
POS
Transaction validation
Payment handling
Time Management.
Customer assistance
Vehicle inspection
Multitasking
Service recommendations
Work ethic
Active listening
Detail orientation
Effective communication
ADDITIONAL INFORMATION
- MILITARY SERVICE
- United States Army
- Rank: Specialist 'P'
- Service Country: United States
- Period: May 1987 to September 1991
Personal Information
Title: Sales and Management
Timeline
SERVICE ADVISOR
Lakeland Automall
08.2025 - CurrentRead More
AUTO SALES
Lakeland Automall
06.2024 - 08.2025Read More
STORE MANAGER
Value Financial Services
02.2019 - 03.2024Read More
DISTRICT MANAGER
Value Pawn and Jewelry
12.2014 - 01.2019Read More
OPERATIONS MANAGER
Southeast Pawn
04.2012 - 11.2014Read More
TITLE LOAN AND GOLD LENDING PRODUCT DEVELOPMENT MANAGER
Express Check Advance
02.2007 - 03.2012Read More
REALTOR/SALES ASSOCIATE
Better Homes and Gardens Real Estate
02.2007 - 02.2012Read More
VP OPERATIONS MANAGER
Pawn Mart
11.1994 - 12.2006Read More
DISTRICT MANAGER
Toco Jewelry & Pawn
10.1991 - 11.1994Read More
Norcross High School
HIGH SCHOOL DIPLOMA
Read More