Thomas Masters
North Syracuse,NY
Summary
Experienced General Motors OnStar Account Manager with a proven track record of exceeding sales and customer service goals. Skilled in troubleshooting and resolving customer issues, managing daily operations, and maximizing profits for dealerships and any business I'm responsible for. Possesses excellent communication and problem-solving skills, as well as expertise in Microsoft Office and multitasking. Received Hertz Top Gun Award and South Bay Area Customer Service Appreciation Award.
Overview
21
21
years of professional experience
Work History
ONSTAR ACCOUNT MANAGER
Kelly Services/General Motors
03.2019 - Current
- Grew major business relationships over the last 5 years
- Educated teams at over 20 dealerships on the latest corporate programs, goals and objectives
- Developed successful program processes and procedures to establish new and repeat business
- Conducted intense salesperson trainings to develop effective procedures to push OnStar and other GM products to the customer
- Helped hundreds of salespeople over the 5 years to earn extra money by promoting OnStar process and procedure
- Monitored and reported on key performance indicators to ensure efficient operations
- Generated and presented GM reports to senior management on account performance
- Monitored competitor activities in order to stay ahead of the competition
- Resolved complex salesperson/customer issues in a timely manner while maintaining positive relationships with the dealerships
- Collaborated with salespeople and general managers to develop goals and OnStar procedures to meet financial quotas
- Reviewed dealer OnStar activity reports to identify opportunities to increase sales and help the dealership earn a lot of extra money
- Helped ensure dealer maintenance notifications were being completed by making sure online enrollments get completed
- Addressed dealer complaints and provided satisfactory solutions on most issues through intense problem solving
- Utilized problem-solving skills when dealing with difficult salespeople
- Developed strong networks with dealer principles, general managers and salespeople to increase OnStar productivity and reputation
- Generated reports on salespeople performance metrics for upper management review.
CUSTOMER SERVICE REPRESENTATIVE
Spectrum
09.2013 - 07.2018
- Took over 40-50 inbound calls per day
- Engaged with customers over the phone, answering their billing questions and taking payments
- Assisted customers with pricing information and help place their service orders
- Assisted customers while troubleshooting cable TV, phone, and internet issues over the phone and resolved most issues with ease
- Exceeded being versatile and cool under pressure in many challenging situations
- Maintained a "can do" attitude prevailing over a fast-paced variety of customer concerns
- Maintained excellent written, verbal and interpersonal communication skills
- Exceeded in the ability to perform business math calculations including itemizing a bill in efficient time
- Maintained excellent problem-solving skills and ability to resolve discrepancies
- Developed strong organization skills and the ability to manage multiple tasks under intense pressure
- Maintained expert skills with multiple software applications, including most Microsoft products
- Facilitated customer issue escalations to local management/support as required
- Remained current and knowledgeable on every aspect of supported product offered.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
STATION MANAGER
Enterprise Rent-A-Car
01.2006 - 05.2012
- Remained current and knowledgeable on every aspect of supported product offered
- Reduced operating costs through effective budgeting and expense management.
- Directed and managed employees including scheduling, sales training, and recruitment
- Oversaw daily operations including coaching, role-playing, and sales performance
- Resolved customer service issues in person and over the phone daily
- Was responsible for the daily inventory and control of a fleet of 500 cars
- Involved with all costs of the operation and maximizing profit
- Maintained follow-up on rental contracts that were overdue and need to be returned
- Solved billing and payment issues
- Exceeded skills working on a computer daily with Microsoft Office to organize my daily tasks.
- Increased revenue growth with strategic marketing initiatives and promotions.
- Collaborated with regional management to align station objectives with company goals.
- Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.
MANAGEMENT TRAINEE
Hertz Rental Car
05.2003 - 09.2005
- Supported achievement of location sales and margin goals by working closely with my branch Manager on assigned tasks
- Ensured a positive customer experience by effective management of the rental process to include qualifying the renter and completing contracts
- Achieved many individual sales goals and customer service goals
- Handled all customers professionally and solved many customer service issues
- Provided support for the branch's business plan by assisting the location manager with billing issues and processing payments
- Contributed to Hertz Improvement Process (HIP) to discover new and more efficient ways to run the business
- Delivered the right products and services to the customers faster and at a lower cost.
- Improved management skills by participating in rigorous training programs and workshops.
- Enhanced team performance by implementing effective communication strategies within the group.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Implemented innovative marketing strategies to increase brand awareness and customer engagement.
- Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within the business journey.
Education
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION, MARKETING -
The University of Montana
01.2003
Skills
- Supervision
- Training and career coaching
- Multi-tasking/workload management
- Supervision of daily operations including sales performance and role playing
- Issue resolution involving billing and payments in person and over the phone
- Exceeded account retention goals by 95%
- Received Hertz Top Gun Award; nominated for Manager's Choice Award
- Strong ability to help angry customers/salespeople feel at ease with the solutions I bring to them
- Customer Training
- Customer Service
- Territory Management
- Brand Management
Additional Information
Expert at Salesforce which is developed for sales, service, marketing, commerce, and finance needs.
Timeline
ONSTAR ACCOUNT MANAGER
Kelly Services/General Motors
03.2019 - Current
CUSTOMER SERVICE REPRESENTATIVE
Spectrum
09.2013 - 07.2018
STATION MANAGER
Enterprise Rent-A-Car
01.2006 - 05.2012
MANAGEMENT TRAINEE
Hertz Rental Car
05.2003 - 09.2005
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION, MARKETING -
The University of Montana
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