• Create memorable customer experiences by delivering seamless vehicle handovers, tailoring vehicles to client specifications, and using storytelling to showcase Porsche’s heritage, features, and performance.• Maximize backend profitability by reviewing completed transactions to identify unsold products and strategically presenting additional options such as protections, maintenance plans, extended warranties, and accessories. • Aim for excellent CSI scores by coaching clients on satisfaction surveys, ensuring accurate responses and actionable feedback while reinforcing the dealership’s commitment to excellence.• Resolve post-purchase inquiries efficiently, providing professional support for Porsche Connect, technical issues, and follow-up deliveries to maintain premium service standards. • Optimize inventory visibility by managing professional vehicle photography and crafting compelling online listings. Ensure compliance with KPI-driven scorecard evaluations by meeting rigorous upload criteria.• Stay ahead of industry trends by maintaining up-to-date knowledge of Porsche models, technologies, and the competitive landscape, including market developments and other brands. Provide informed, strategic advice to clients and colleagues to ensure relevance and value.• Increase brand visibility by creating engaging social media content that strengthens the dealership’s online presence.

• Produce and host high-impact automotive reviews, showcasing vehicle performance, features, and design through engaging videos and reels. Collaborate with videographers and photographers to ensure visually compelling and professional content. • Author in-depth, data-driven blog reviews based on comprehensive test drives, combining technical analysis with relatable storytelling to captivate a diverse audience and establish trust.• Conduct expert interviews with manufacturers, industry leaders, and stakeholders, integrating valuable insights to deliver authoritative and engaging content. • Manage end-to-end video shoot logistics, ensuring seamless execution while maintaining vehicles to exacting manufacturer standards, including odometer tracking and cleanliness compliance.• Streamline content production processes by supporting the editor-in-chief and production teams, driving efficiency, consistency, and creative alignment across projects.

• Resolved escalated customer satisfaction issues as the primary liaison between Porsche Cars Canada Ltd., the dealership, and clients, consistently achieving over 90% compliance in the manufacturer’s customer support ticketing system. Delivered swift, professional resolutions aligned with strict evaluation standards. • Surpassed Customer Satisfaction Index (CSI) targets by analyzing survey data from sales and service departments, identifying areas for improvement, and addressing recurring issues directly with sales representatives and service advisors. Facilitated coaching sessions to ensure understanding of feedback, encouraged proactive client communication, and provided performance insights to supervisors to drive long-term improvements in client experience and loyalty. • Executed manufacturer-imposed dealer audits by reviewing detailed criteria, identifying gaps, and implementing solutions to meet stringent requirements for brand compliance, service quality, facility, and certified pre-owned vehicle standards. Independently developed critical documentation, including training trackers, performance evaluation templates, complaint resolution protocols, and audit progress reports, securing significant financial bonuses by achieving full compliance. • Managed the dealership’s online reputation by actively monitoring and responding to Google reviews, fostering positive client relationships and alignment with Porsche’s premium brand standards. • Streamlined recruitment processes by screening candidates and coordinating interviews with sales and after-sales managers to optimize the hiring pipeline.• Represented the dealership at marketing events, delivering on-site support and ensuring exceptional participant experiences aligned with Porsche’s brand standards.• Redesigned the Health and Safety program to achieve CNSST compliance, ensuring successful inspections and safeguarding staff and client welfare as the designated Health and Safety Representative.

• Ensured exceptional customer experiences by welcoming visitors, providing refreshments, promptly notifying staff of arrivals, and maintaining a professional first point of contact, directly contributing to high customer satisfaction and loyalty. • Processed payments, bank draft deposits, and conducted end-of-day cash reconciliation for sales, service, and body shop departments with precision. Issued detailed invoices and supported administrative and accounting tasks to ensure seamless operations and financial accuracy. • Managed 100-200+ calls daily on a multi-line switchboard, efficiently identifying caller needs and routing inquiries to the appropriate team member or department, improving communication flow. • Achieved a 98% accuracy rate in recording customer information and inquiries in the CRM system (Serti | SDSWin), enabling targeted follow-ups, boosting email campaign penetration, and driving client engagement through data-driven marketing strategies. • Maintained customer-facing areas by ensuring cleanliness, functionality, and inventory management for refreshments stations, addressing maintenance issues promptly to enhance customer comfort and uphold dealership and brand standards.

• Resolved sensitive customer interactions with discretion and problem-solving expertise, including high-value returns, escalated issues, and out-of-policy cases, ensuring customer satisfaction.• Conducted end-of-day cash reconciliation for 52 registers, prepared financial reports in Excel, handled large cash deposits, managed vault access under strict confidentiality, and coordinated armored service pickups (GARDA) in compliance with security protocols. • Handled 50-100 customer calls daily, addressing complaints, processing orders, and coordinating in-store reservations with professionalism and efficiency.• Optimized shipment operations by using JDA and ADSI to locate inventory, prepare packages, and generate shipping labels, reducing lead times and cutting costs through in-store inventory utilization.• Provided essential backup support by stepping onto the sales floor during high-demand periods and staff shortages, ensuring seamless operations.• Supported hiring processes by processing job applications, conducting candidate evaluations, and scheduling interviews with the HR Director.

• Efficiently loaded and delivered parcels to customers on predetermined routes, meeting strict deadlines while minimizing damage throughout transit. • Inspected parcels for compliance with safety regulations, identifying and addressing any potentially hazardous or prohibited items.

• Exceeded sales targets by leveraging in-depth knowledge of over 150 fashion brands to deliver tailored recommendations and exceptional customer service.• Adapted to COVID-related staffing challenges by mastering all men’s departments beyond my initial assignment, including Pants, Sweaters, Streetwear, Accessories, Suits & Shirts, Jackets & Activewear, Underwear, and Designer Clothing, ensuring uninterrupted client support. • Maintained Simons’ high visual standards through effective merchandising, enhancing the shopping experience and driving customer engagement.