Frances (Frankie) Hagan Email & Phone Number

Reno, Nv

United States

Conduct on-site and remote sales training for dealerships on process and procedures, phone skills, internet sales and follow up. Increased sales from 4-5% to 12-17% by improving and establishing lead management processes and procedures. Ensured highest levels of customer service by delivering and executing company program objectives and standards, and continuous improvement of customer experience.

Seattle, Wa

Oversaw hiring, training, motivation, and day-to-day management of 11 field-based Nissan digital marketing consultant (DMC) team members. Strategic advisor to Nissan client and regional teams. • Drove program success within dealer network by conducting and presenting digital marketing strategies at regional conferences. Supported original equipment manufacturer (OEM) program management, ensuring program success via ongoing national and regional communications, continuous client service improvement, key performance indicator (KPI) and key performance area (KPA) tracking, effective problem resolution, and communication.• Surpassed sales goal 145% by captaining West DMC team, recording sales of OEM-backed websites. • Increased DMC and client education by cultivating collaboration with regional and area staff.• Analyzed challenges and adjusted program strategy by conducting bi-annual customer satisfaction index (CSI) surveys of Nissan field staff.o April 2018 Nissan Dealer Staff Survey: +86.4 NPS.o April 2018 Nissan Area Staff Survey: +80.7 NPS.• Achieved Nissan FY15 record return on investment (ROI) performance 169% by guiding and increasing DMCs in digital marketing strategies, increasing client productivity and sales.• Stimulated employee and client productivity by providing ongoing training through national team conferences with external vendors and internal / client teams. • Identified trends in digital marketing analytics, performance successes, and areas for improvement via Nissan’s opportunity management reporting suite, Google Analytics, CDK Retail Insights, and other industry partners. • Ensured highest levels of client service by delivering and executing Nissan program objectives / standards and continuous improvement of OEM customer experience.• Increased dealer sales 10-20% by strategizing, designing, and deploying Nissan North America’s lead management program and supporting execution of consultants’ field engagements to Nissan’s 1100 dealers.

Seattle, Wa

Developed and implemented lead management strategies and process improvements, digital marketing techniques, tier 3 website, search engine optimization (SEO) and search engine marketing (SEM) strategies, sales process development, and training of regional and dealership key players, including owners and executive management.• Stimulated client sales 20% by using basic search and lead management processes, reflecting on proven best practices, creating process improvement plans, training personnel on necessary reporting tools, and utilizing adult learning methodologies.• Increased sales and met plan goals by analyzing dealership digital marketing efforts, resolving sales-decreasing process / procedure issues. Improved performance by educating leadership on performance drivers and formulating action plan.• Maximized sales by reviewing marketing strategy and sales processes, changing process direction with dealer principals, general managers, internet managers, business development center directors, and other high-level players at store and group levels. • Expanded customer interactions 50% by altering products, processes, and procedures, reviewing, critiquing, and discussing dealer websites and associated conversion metrics / trends, and making recommended adjustments.• Enhanced client sales 10-20% by educating and reinforcing digital marketing and lead management strategies at national, regional, and local conference presentations.• Furthered client sales by spearheading the implementation of internet, lead management, website, certification, third-party lead penetration, social media, and reputation management processes based on proven best practices within the automotive sector.• Expanded customer return rates by training dealership personnel on reporting tools.

Schaumberg, Il

Consulted with small and large automotive groups and dealerships across North America and in South Africa on the beneficial implementation of sales-based CRM software application. • Improved overall software usage, results, and sales success by analyzing and identifying customer needs and delivering customized training solutions.• Boosted customer retention/renewal rate from <50% to 89% by prospecting and developing sales relationships with current and potential clients while closing new and expanded sales agreements.• Increased customer sales and retention through software implementation and training follow up, from inception to close of contract, for all dealership personnel.

Hayward, Ca

• In this software company, my primary objective was to assist the VP of sales in the sales opportunities and sales closures for the Company• Coordinating all national activities and providing executive level assistance to the Vice President of Sales, including marketing, activity reports, travel, expenses, customer database setup and follow up, and all administrative duties• Responsible for implementation of sales team quorum policy and corporate infrastructure• Creation and distribution of all marketing efforts, follow up on all sales activities, and daily tracking of all prospects and accounts • Supervision of eight sales and marketing personnel• Marketing and lead generation, early prospecting, setting demonstrations with Dealer Principals for Senior Sales team members; Making cold calls both in person and via telephone• Administration of personnel issues, tracking and status of employees, and employee equipment tracking, distribution, and retention; activities, meetings, and projects as assigned

• In this software company, my primary objective was to assist the VP of sales in the sales opportunities and sales closures for the Western Division. Generated over $24M in revenue • Coordinating all activities for the Western Division and providing high level assistance to the Divisional Sales Manager and Division Vice President, including marketing, activity reports, travel, expenses, customer database setup and follow up, and all administrative duties• Creating monthly mailers and marketing efforts, follow up on all sales activities, and daily tracking of all prospects and accounts for the Western Division• Marketing and lead generation, early prospecting, setting demonstrations with Dealer Principals for Senior Sales team members• Development and maintenance of marketing materials and databases for six Western Division Regions• Corporate Office Liaison, administration of personnel issues, tracking and status of Western Division Employees, and employee equipment tracking, distribution, and retention• Responsible for all correspondence between Western Division, prospects, and Corporate Office. Preparation of key business reports, memos, correspondence, and overall development of directions and procedures; divisional activities, meetings, and projects as assigned• soliciting appointments with dealer principles, and owners (phone cold calling and in-person cold calls) • Contract initiation, follow up, scheduling training, installation of systems, and implementation

Associate'S Degree, Business Administration And Management, General

Animal Shelter Management Certificate - Lifesaving-Centered Animal Shelter Management 2013-2014

Activities and Societies: This program provides the knowledge needed to assume a management or leadership role at an open-admission animal.