Sarah Whitney
Customer Acquisition & Retention Manager
Missoula,Montana
Summary
Dedicated professional with a proven track record of delivering exceptional service and driving client satisfaction. Adept at fostering strong relationships and exceeding expectations through a client-focused approach. Skilled in team leadership and mentorship, with a passion for inspiring teams to achieve best-in-class results. Expertise in identifying customer needs and implementing effective solutions to drive sales growth. Excellent communicator and relationship manager committed to maximizing client ROI while upholding the highest accountability standards. Committed to team development and leadership that deliver unparalleled value across diverse industries.
Overview
15
15
years of professional experience
3
3
Certification
Work History
Customer Acquisition & Retention Manager
Jeff Belzers Auto Group
, MN
10.2015 - 12.2023
- Led operations at Jeff Belzer's three Minnesota dealership locations, overseeing multiple departments and transitioning to exclusively remote management over the last two years to enhance team leadership and customer satisfaction
- Boosted client retention to 55% across 7 vehicle brands by optimizing lease exits and lender partnerships with data-driven strategies
- Improved profitability and staff retention through training with senior management, boosting employee satisfaction and integration
- Enhanced off-brand knowledge by 15% and halved service times at a new remote location, speeding up transactions/lease payments
- Built a stable client network through reliable communication, fostering trust and encouraging repeat business and referrals
- Achieved certification in all dealership brands (Chevy, Chrysler, Jeep, Dodge, RAM, Kia, and Ford) utilizing broad product knowledge
- Advanced from Sales Rep to Accessories Manager to Lease Portfolio and Retention Manager for exceptional customer service and sales success.
Retail Manager
Hallmark Cards, Inc.
, MN
05.2014 - 09.2015
- Directed daily operations, including managing sales team, payroll, inventory, product merchandising, pricing, and profitability
- Updated and maintained internal point-of-service databases, administrative/HR records, and CRM platforms
- Monitored and managed employee/operational performance, identifying improvement opportunities and formulating growth plans
- Ranked #1 in district YTD sales by revitalizing an underperforming retail location, cutting store deficit by over $27K in 6 months
- Achieved the largest year-over-year improvement in the district and second-largest in the region by enhancing in-store advertising and refining order fulfillment procedures, leading in prepaid orders
- Initiated and led a team training and development program, crafting comprehensive training materials and delivering group and individual coaching, resulting in the district's highest increase in average transaction percentage
- Realized a substantial double-digit increase in ornament sales, constituting a third of total profits.
Director, Client Services & Training
Avionte
01.2012 - 01.2014
- Surpassed targets by enhancing customer retention and broadening brand reach through client direction and project execution
- Enhanced customer experiences by executing process improvements and optimizing cross-departmental workflows with leadership
- Provided strategic client direction, nurtured relationships, and executed projects to facilitate organizational growth
- Achieved rapid scalability by recruiting, managing, and training a diverse team of 20+ professionals across various functions
- Enhanced communication channels between clients, support staff, and account managers through planned client connection events
- Negotiated new client contracts and effectively resolved escalated service and billing issues to support organizational growth
- Spearheaded staff recruitment, selection, and training initiatives to drive operational excellence and team performance.
Retail Manager
T-Mobile
10.2008 - 11.2012
- Achieved consistent sales objectives, fostering a collaborative environment across all sales tiers to align with company targets
- Generated daily sales reports, overseeing contracts, and scrutinizing sales and customer trends for enhanced profitability
- Managed daily operations, and mentored sales staff in brand standards, company ethos, and customer service methods
- Oversaw P&L, sales optimization, service enhancement, marketing, inventory, scheduling, and sales monitoring
- Utilized product expertise to deliver top-notch technology and service solutions, boosting customer satisfaction
- Turned around failing store to profitability, prompting remodeling and staff expansion to meet growth targets.
Education
Mechanical Engineering -
Normandale
Skills
- Operational Optimization
- Client Retention Strategies
- Data-Driven Decision Making
- Sales & Marketing Initiatives
- Data Privacy & Security
- Customer Service Excellence
- Process Improvement
- Sales & Leasing Training
- Big Data Analytics
- Regulatory Compliance
Certification
- Generative AI Fundamentals
- AI General Creation
Affiliations
- Member, National Association of Professional Women (NAPW)
- (Former) Chamber President, City of Lonsdale
Professional Highlights
- Elevated client retention to over 70% for 6,000+ lessees through enhanced engagement strategies.
- Boosted sales by 10% for existing customers via CRM optimization and targeted marketing.
- Increased used vehicle profit by $1,600 per unit, achieving a 65% buy rate from off-lease vehicles, surpassing auction results.
- Led metric-based initiative at Avionte, creating over 25 positions in new departments, enhancing efficiency, and fostering innovation in service delivery.
Accomplishments
Generative AI Fundamentals
AI General Creation
Additional Information
Affiliations
Member, National Association of Professional Women (NAPW)
(Former) Chamber President, City of Lonsdale
Timeline
Customer Acquisition & Retention Manager
Jeff Belzers Auto Group
10.2015 - 12.2023
Retail Manager
Hallmark Cards, Inc.
05.2014 - 09.2015
Director, Client Services & Training
Avionte
01.2012 - 01.2014
Retail Manager
T-Mobile
10.2008 - 11.2012
Mechanical Engineering -
Normandale
- Generative AI Fundamentals
- AI General Creation
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