Marvin Wilson Email & Phone Number

Chicago, Il, Us

Lead and motivate the Product Zone Team to take ownership of products, programs, and services. Collaborating with fellow leaders to engage in coaching support, review daily business results, set goals, and make necessary adjustments to exceed targets. Key Responsibilities (not limited to)  Daily: Drive floor leadership strategy, identify improvement opportunities on the sales floor, collaborate with the business team for customer engagement, and support daily store goals. Weekly: Lead and develop Connections teams, ensure effective scheduling, and create a seamless Customer Journey. Quarterly: Utilize reporting insights for improvement plans and prepare for quarterly conversations with the product zone team.  Seasonal: Implement peak strategies for successful launch events and support seasonal campaigns.

As the leader of the Operations Experience, my focus is on strategic planning and preparation across daily, weekly, quarterly, and seasonal tasks to optimize our operational framework and enhance customer experience. Key Responsibilities (not limited to)  Daily: Monitor scheduling and zoning for the "runner role" and in-store customer pick-ups, collaborate with the Operations Lead on inventory management, and ensure timely processing of trade-ins, and customer phone repairs.  Weekly: Analyze trends from system reporting to improve team performance, connect with the business team on customer orders, and review work orders while monitoring location budgets.  Quarterly: Conduct backstage walkthroughs, ensure high-quality connection team conversations, and review inventory that has aged for necessary reductions.  Seasonal: Implement seasonal strategies, manage inventory preservation, complete store preservation surveys, and share with leaders.

Greater Chicago Area

Orland Park, Illinois, United States

I led the sales, service, and delivery operations for several Tesla locations in the Greater Chicagoland Area. I successfully launched Tesla stores in Naperville and Orland Park during my tenure. I oversaw strategic initiatives that helped drive sales growth and improve overall efficiency. Additionally, I recruited, trained, and mentored high-performing teams to achieve sales targets and deliver exceptional customer service. I implemented a rigorous hiring process, identifying and nurturing 4 top-performing advisors in North America. My leadership helped achieve a notable 13% quarter-over-quarter sales growth and increased delivery volume, reflecting efficient operations and strong market demand.

Naperville, Illinois, United States

During my tenure as Interim General Manager, I was responsible for leading the operations through a major transition period that involved orchestrating the grand opening of the service business and integrating it with the sales department. I oversaw all aspects of the launch, both internally and externally, and implemented strategic initiatives to improve the quality of services, increase efficiency, and enhance customer satisfaction. Additionally, I assumed the role of Customer Experience Manager and drove sales growth, expanded the market, and increased revenue. As a result of my efforts, I achieved several key milestones, including the successful launch of the Tesla Naperville service business, top sales rankings in the Central Region, and cultivating the top Tesla Advisor for two fiscal quarters. Moreover, customer satisfaction improved quarter-over-quarter by 8%, above the company average of 95%, and service revenue grew quarter-over-quarter to over $100K.

I spearheaded a team of 30+ service associates, delivering top-quality maintenance and repair services for electric vehicles, with a laser focus on efficiency. I implemented streamlined procedures that boosted productivity by a staggering 40% and slashed turnaround time by 25%. Through effective communication and issue resolution, I cultivated strong customer relationships that set us apart from our competitors. I managed inventory with a keen eye on minimizing costs while supporting our operations. My key achievements include operational enhancements that led to increased profitability, efficiency, record revenue growth, and the highest level of customer satisfaction in the Greater Chicago area

Manager of Service Operations at multiple Chicagoland Service Centers. Managed 30 plus associates that designed, and implemented changes that led increase in workplace productivity. These processes led to a seamless experience for customers with a increase in revenue. Responsible for accelerating the development of the team while providing a prosperous environment that inspires the creation of technical resources and knowledge bases that created a seamless experience for customers. Promoted safety, efficiency, quality and overall excellence in the workplace.

Greater Chicago Area

I managed two inspection centers in Chicago, overseeing 4 direct reports and 20-30 indirect reports. I monitored reconditioning costs using Lean Six Sigma and managed priorities to meet daily production targets and reduce overall labor costs. I recruited, trained, and developed inspection center associates, provided performance coaching, and achieved better car output by promoting a struggling Line Lead. I also implemented monthly file reviews to improve associate development and morale.

Manage day-to-day operations of a multi-unit retail chain dedicated to buying and selling used vehicles and perform as point of contact for weekly wholesale auctions. Work with operations, finance, IT and field sales to ensure quality product implementation and support for achieving product-line P&L goals. Provides regional training and development for 100 associates and 12 managers focused on customer retention, productivity, and profitability. Monitors success changes through the establishment of project metrics. Resulting in increase of customer service index (CSI) and profitability/sales margins.