Troy D Shaw
Lee's Summit,MO
Summary
Goal-oriented manager offering over 20 years of experience in customer service with proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue, sales, and high productivity. Committed to streamlining procedures while optimizing employee talent through coaching and training.
Overview
42
42
years of professional experience
Work History
Sales Management
Automotive Dealer Management
2015.01 - Current
- Supervised associate team of 15 people, stepping in when needed to deliver smooth process for customer satisfaction.
- Handled customer relations issues, enabling quick resolution and client satisfaction.
- Identified and trained highly qualified staff by teaching best practices, procedures, and strategies.
- Handles all daily activities to ensures proper conduct at all times.
- Responsible for tracking all daily activities to include: customer traffic, phone traffic, follow up traffic, deliveries, and gross profit.
- Maintains customer satisfaction above standards.
- Ensures company Safeguards and policies are being followed.
- Establishes annual and monthly department objectives for gross profits, expenses and operating profit.
- Monitors staff productivity and performance.
- Reviews market analysis reports to determine customer needs and volume potential and develops campaigns to accommodate department goals.
- *Ensures all federal, state, local and company policies are being followed to assure safeguarding of client information.
Financial Service Manager / Director
Automotive Dealer Financial Services
1999.01 - 2015.01
- Conducted training on Finance and Insurance product implementations and processes.
- Developed and managed Finance team and assured production goals were met.
- Implemented objectives, standards, and policies for finance department.
- Evaluated presentations, identified improvement areas in performance and productivity.
- Analyzed, and evaluated Finance practices, and methodologies.
- Monitored compliance with training and certification requirements of sales and finance personnel per CFPB guidelines.
- Counseled and advised finance team on warranty processes and production.
- Monitors and directs manager's daily activities.
- Responsible for tracking all daily finance activities to include: customer traffic, phone traffic, follow up traffic, deliveries, customer service ratings and gross profit.
- Developed instruction for insurance products and lender guidelines.
- Coordinated efficient department operations by effectively supervising staff, delegating assignments and personally handling routine and advanced problems.
- Worked with regulatory representatives to complete accurate filings and maintain compliance
- Maintained customer satisfaction & retention by analyzing consumer credit and securing financial products based on lender programs.
- Ensured all sales activities are in accordance with company and lender guidelines.developed improvement plans to continuously develop individual and team performance, knowledge and abilities.
- Led employee performance reviews and discussed improvement strategies with each team member
- Sales associate from 1994 to 1999
Aircraft Armament Systems Manager
United States Air Force
1982.10 - 1992.10
- Responsible for maintaining launch and release devices on aircraft.
- Ensured explosive devices could be accurately delivered from aircraft through testing and evaluating weapons systems
- Loading ordnance, to ensure when pilot pulls trigger, devices successfully launch away from aircraft toward target.
- Remained current with training and sought new training opportunities to further personal growth.
- Tested electrical aircraft weapons systems, components and equipment for compliance with standards and to uncover any malfunctions.
- Repaired and installed wiring, connectors, control boxes and other components affecting aircraft weapon's systems.
- Performed malfunction troubleshooting diagnostics on aircraft weapons systems
- Participated as Lead Member in Air Force Honor Guard
Field Training Detachment Instructor
United States Air Force
- Coordinated and conducted over 5000 hours of training to over 600 students on F-15 Eagle Armament System
- Developed and implemented effective lesson plans to cover both on Aircraft and Equipment maintenance shop training
- Identified training needs and planned classes accordingly
- Adjusted instructional strategies according to student needs and understanding
- Verified safety and security of students on and around aircraft through consistent and continuous monitoring.
Education
Top Secret Security Clearance / AF Instructor certified -
Community College of The Air Force
AFIP CERTIFIED -
Association of Finance And Insurance Professionals
AFIP03.1999
Skills
- Customer service-oriented
- Goal-oriented
- Positive and upbeat
- Outstanding customer relations
- Effective leadership through training/development
- Energetic
- Established track record of exceptional sales results
- Negotiations expert and strong deal close
- Persuasive negotiations
- Rapport and relationship building
Timeline
Sales Management
Automotive Dealer Management
2015.01 - Current
Financial Service Manager / Director
Automotive Dealer Financial Services
1999.01 - 2015.01
Aircraft Armament Systems Manager
United States Air Force
1982.10 - 1992.10
Field Training Detachment Instructor
United States Air Force
Top Secret Security Clearance / AF Instructor certified -
Community College of The Air Force
AFIP CERTIFIED -
Association of Finance And Insurance Professionals