Shawn Bowders
Martinsburg
Summary
Results-driven leader with extensive experience in sales management and team development. Achieved high customer satisfaction ratings through effective relationship management and strategic process enhancements. Focused on driving team performance and delivering exceptional service.
Overview
31
31
years of professional experience
Work History
MSR II – Account Services
Navy Federal Credit Union
Winchester
02.2023 - Current
- Customer Service
- Fraud Detection
- Call Center
- Banking
- Credit cards / Debit card maintenance
- Fee/transaction research
- Membership enrollment
- New account product additions
- Hybrid / remote / work from home
- Customer satisfaction and de-escalation
GENERAL MANAGER
RPM Pre-Owned Auto Sales
Martinsburg
03.2021 - 03.2022
- Sales: assisted customers with vehicle selection, financing options and loan protection
- Scheduling: set and maintained schedules for employees and service customers
- Identified and analyzed opportunities for new and/or improved processes or technology
- Payments: collected and deposited customer payments both face to face and via phone
- Collections: contacted customers who were in contract default to collect or arrange payment
- Vendor Negotiations: worked with outside vendors to negotiate price and service contracts
- Hiring: advertised, recruited, contacted and interviewed potential employees
- Personnel Development: trained tenured and new-hire employees daily
- Process Improvement: examined and tested current processes to find alternate methods
- Form Creation: created new forms to be used for daily business activities
- Legal Compliance: stayed abreast of current business laws via conferences and state websites
- State Document Submission: submitted necessary documentation and files to state agencies
- Loan Applications and Approval: collected customer information to determine credit worthiness
- Contract Creation and Signing: printed and presented all state and federal legal documents
GENERAL SALES MANAGER
Shockley Honda
Frederick
12.2011 - 07.2020
- Supervisory duties: ensured adequate staff, conducted performance appraisals and mentored staff
- Goal setting for staff & department as well as effective goal attainment
- Product and Vehicle Sales: assisted customers and businesses with vehicle purchases and insurance and physical damage protections
- Finance: walked customers through the entire vehicle financing process and secured loan approvals with appropriate lenders
- Daily research, analyzing and problem solving to go along with change factors
- Strong written and verbal communication skills as well as excellent presentations & negotiations
- Business Development Center Team Creation: researched, created and trained a fully staffed call center to handle incoming calls and emails, as well as follow-up with current prospects
- Hiring: recruited, contacted and interviewed all sales/finance department applicants
- Training: developed and trained personnel on the sales process
- Process Development: created or examined and improved processes to meet the changing business climate
- Forecasting and Planning: forecasted and planned weekly, monthly and yearly sales quotas as well as expenses
- Expense Management: monitored expenses on a monthly and yearly basis to stay within budgets
- Worked effectively with all levels including staff, management, stakeholders and vendors
- Vendor Negotiations: contacted vendors to secure products and services or to negotiate pricing
- Lender Relations: stayed in constant contact with bank representatives in order to stay abreast of current programs or process changes
- Inventory Acquisition: monitored inventories daily and submitted orders or trades to keep desired inventory levels
- Managed staff of 50+ which included lower-level managers, sales representatives, financial managers, lot attendants and call center reps
- Lead, guided and coached a professional staff while developing high performing teams
- Sales force CRM VinSolutions monitoring, tracking, and growing usage
- Attended executive meetings with the National Automobile Dealers Association
- Participated in community building events to promote the business name
- Attained #1 ranking for sales customer satisfaction surveys within District and top 10 Nationally
SENIOR MORTGAGE PLANNER
Power Mortgage & Financial Solutions
Martinsburg
03.2009 - 08.2011
- Marketed/ Self-promoted to attract customers for mortgage services
- Sat with customers to hear concerns and verify best way to help
- Customer service, prospecting, data entry, customer entry
- Effectively built relationships with lenders and realtors
GENERAL SALES MANAGER
Opequon Motors
Martinsburg
09.1994 - 03.2009
- Product and Vehicle Sales: assisted customers and businesses with vehicle purchases and protections
- Finance: walked customers through the entire vehicle financing process and secured loan approvals
- Hiring: contacted and interviewed all sales department applicants
- Training: developed and trained personnel on the sales process
- Process Development: created or examined and improved processes to meet the changing business climate
- Vendor Negotiations: contacted vendors to secure products and services or to negotiate pricing
- Lender Relations: stayed in constant contact with bank representatives in order to stay abreast of current programs or process changes
- Forecasting and Planning: forecasted and planned weekly, monthly and yearly sales quotas as well as expenses
- Expense Management: monitored expenses on a monthly and yearly basis to stay within budgets
- Inventory Acquisition: monitored inventories daily and submitted orders or trades to keep desired inventory levels
- Travel Coordination: secured flight and hotel for executive officers
- Managed staff of 30+ which included lower-level managers, sales representatives, financial managers, administrative staff and lot attendants
- Attended executive meetings with the National Automobile Dealers Association
- Participated in community building events to promote the business name
Skills
- Management
- Project and program management
- Strategic planning
- Relationship building
- Customer success
- Business development
- Process improvement
- Needs assessment
- Problem solving / resolution
- Team building / management
- Sales and post-sale support
- Vendor relations
- Change management
- Marketing
- Account management
- Sales management
- Employee evaluation
- Collections management
- Sales
- Financial acumen
- Business management
- Negotiation
- Budgeting
- Supervising
- Financial analysis
- Supply chain
- CRM software
- Relationship management
- Customer service
- Profit and loss
- Expense management
- Forecasting
- Pricing
- Merchandising
- Branding
- Business analysis
- Research
- Video production
- Microsoft Excel
- Microsoft Word
- Phone etiquette
- Microsoft Office
- Presentation skills
- Product demos
- Leadership
- Human resources
- Word processing
- Typing
- Analytics
- Event planning
- Communication skills
- Product management
- Data analysis skills
- B2B
- Recruiting
- Lead generation
- Microsoft Outlook calendar
- Direct sales
- Senior leadership
- Adobe Creative Suite
- Logo design
- Team management
- Print advertising
- Facebook advertising
- Math
- Writing skills
- Geometry
- Expense management
- Meeting facilitation
- Adobe Photoshop
- Photo editing
- Individual and group counseling
- Payroll management
- Schedule management
- Scheduling
- Sports coaching
- Business coaching
- Mentoring
- Conflict management
- Customer retention
- Customer acquisition
- CRM
- PMP
- Document management
- DocuSign
- Document review
- Documentation review
- Legal
- Compliance
- Training and development
- Report writing
- Territory management
- Project management
- Analysis skills
- Operations management
- Program management
- Project planning
- Human resources management
- HR
Personal Information
Title: Energized Project Manager & Team Leader
Affiliations
- Director of Operations (volunteer/ partner) - Berkeley County Youth Flag Football League, www.bcyffl.com - build and maintain website, setup and control registration and rostering, manage coaches and referees -
Timeline
MSR II – Account Services
Navy Federal Credit Union
02.2023 - Current
GENERAL MANAGER
RPM Pre-Owned Auto Sales
03.2021 - 03.2022
GENERAL SALES MANAGER
Shockley Honda
12.2011 - 07.2020
SENIOR MORTGAGE PLANNER
Power Mortgage & Financial Solutions
03.2009 - 08.2011
GENERAL SALES MANAGER
Opequon Motors
09.1994 - 03.2009
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