Matthew Capps Email & Phone Number

Bridgeton, Mo, Us

Cleveland, Ohio, Us

Refined the instructional design strategy and established an internal instructional design process to streamline workflow, reduce launch errors, and establish program standards. Established internal change management process for use with current and future learning program launches. Led curriculum kaizen activities based on cross-functional input and program results data to refine program design and modify delivery standards.

Cleveland, Ohio, Us

Responsible for the development and launch of curriculum as well as program execution focused on automotive service for a key business partner. Delivery methods include both classroom training and in-dealership coaching. Areas of learning consist of today's customer expectations, service process improvement, and leadership engagement. Key performance metrics for program success are customer retention, associate retention, and dealership profitability.

Cleveland, Ohio, Us

In this position, my responsibilities include managing a high profile portfolio of customers with the greatest growth opportunity to meet sales and productivity goals. Time is spent learning the dealership's business to diagnose opportunities, while determining the investment and ROI for each.Business planning includes collaborating with OEM regional management to develop strategies to increase revenue, maximize growth, and increase customer retention. Execution includes creating and communicating strategy, goals, action plans, processes, and follow-up plans to drive results - internally and externally (across all levels of the dealership including GM/DP)

Us

In this position, I regularly completed in-depth analyses of market segments to identify new ways to expand product line development and capitalize upon changing customer requirements.My accomplishments include:● Encouraging communication between dealerships and critical OEM contacts through the use of highly efficient call center services including Service Appointment Scheduling and Service Follow-up Calls. These calls create key insights into feedback and areas of improvement.● Spearheading the establishment of B2B partnerships which launched new white-label sales opportunities.

Harbor City, Ca, Us

During my time in this role at Noribachi, I directly led multiple departments including RMA, Sales Training Curriculum Development, Account Management, and Strategic Account/Select Partner Development.Achievements earned in this position include:● Identifying and resolving areas of improvement within training strategies and curriculums to ensure the delivery of the most effective training to staff.● Leading the full lifecycle of multiple projects including the monitoring of financial activity and the on-time completion of project milestones.

Harbor City, Ca, Us

As the Vice President of Indirect Sales, I possessed full control over the entire recruiting lifecycle as I assembled a new team of account managers and a sales administrator.Achievements earned in this position include:● Greatly enhancing revenue and business development by ensuring the successful completion of operations and long-term objectives within the Indirect Sales Channel.● Negotiating highly profitable terms during the acquisition of 51 new indirect sales account agreements in 2015.● Possessing full accountability for 49% of company sales during a year with 186% revenue growth.

Harbor City, Ca, Us

As the Director of Sales, I played a key role throughout the full sales lifecycle while also reviewing account activity to identify new areas of growth.Achievements include:● Being recognized as a top performer within the sales department due to my track record of successfully closing deals. During my tenure in this position, I closed 26.5% of overall company sales.● Creating new, profitable opportunities with strategic partners by identifying their needs and demonstrating the benefits of services and products which matched them.

Plano, Tx, Us

In this position, I worked closely with key internal clients to identify dealer performance gaps and develop the resolutions needed to correct them. Solutions included eLearning, job aids, field meeting-in-a-box training, mobile resources, and instructor-led courses. As a leader, I oversaw the design of Toyota’s Fixed Operations Certification Program standards to ensure the timely completion of the dealer learning path.Some of my achievements include:● Authoring accurate financial forecasts regarding budget requirements. I also regularly monitored financial activity to maintain complete compliance with the annual team budget.● Supporting the success of new curriculum and dealer training events by personally ensuring the delivery of the highest level of training for facilitators. This was accomplished in collaboration with UOT Event and Delivery Administration.● Launching new instructional design principles and human performance improvement strategies. These new strategies maintained a sharp focus on the company’s goals and vision.

Plano, Tx, Us

Primary source for communication and conflict resolution between the district dealer body and the NY Region and/or TMS. General responsibilities include coaching dealers on parts and accessory sales, service and parts marketing, customer retention, customer satisfaction index, warranty expense, goodwill spending, facility standards, dealer staff training and certification, and awards standings. Other experience includes hosting and facilitating Parts & Service club meetings, meeting with customers proactively to prevent arbitration and/or lemon law, representing TMS in arbitration cases, supporting District Sales Manager functions, and coordinating and supporting grassroots marketing events.

Plano, Tx, Us

Support dealers of Jacksonville and Long Beach ports with special requests and handling. Revised LCCS program tracking, Market Rep vehicle allocation tracking, Customer Satisfaction vehicle replacement process, Emergency Roadside Service Vehicle allocation process, and Master Lease vehicle process. Assist area management with special reports and post web changes on Dealer Daily. Composed the 2004 Annual Production Meeting materials. Conducted area allocations and cross-trained to cover for district allocations. Process auto show vehicle and manager demo requests and managed area fleet cars.

Plano, Tx, Us

Composed Daily Sales and Stock Summary, Pacesetter, 10-Day, 20-Day, Sales to Availability, Daily Sales Rate, Days’ Supply, Performance History, and Month End reports. Distributed reports to senior management in electronic and/or hardcopy format. Provided support to various departments in need of current and previous sales information. Assisted with presentation and support material preparation for 2004 Fireside Chats and Dealer Council meetings.

Plano, Tx, Us

Expedited product placement for special events and promotions. Responsibilities included vehicle preparation, supply and vehicle fulfillment. Assisted with incentives and promotions as well as assuming managing contractual obligations to TMS sponsored athletes. Coordinated tasks with vendors, regional staff, and Saatchi & Saatchi.

Plano, Tx, Us

Achieved senior representative status upon completion of all phases of training and performance appraisal of customer handling. Interfaced with Toyota owners regarding inquiries and complaints. Analyzed customer concerns and determined appropriate action in order to maximize customer satisfaction and maintain customer retention. Approved or denied customer requests based on established policies, or assigned investigation to involved dealer or region.

Assisted customers by selling, coordinating, and executing maintenance, repair, campaign, and warranty operations on their vehicles. Utilized strong project management, customer relations, and team building skills. Top performer in effective labor rate, hours per repair order, and customer satisfaction.

Owings Mills, Md, Us

Provided owner support through the processing of Lexus parts orders for retail, wholesale, internal, and warranty transactions. Other responsibilities included providing direct assistance in elevated customer situations such as lost key replacement and backorders, billing assistance for wholesale account holders, and making decisions outside of policy.

Plano, Tx, Us

Engaged in departments at CAT including Logistics, Production, Quality Assurance, Customer Relations, Vehicle Supply, Human Resources, Toyota Certified Used Vehicles, Dispute Resolution, and Sales and Service Management investing time on special tasks. I also designed, developed, tested, and helped implement a major marine kaizen activity.

Four years of fixed operations experience in parts, service, business development, and accounting departments.

Bs, Communication Studies - Concentration In Alternative Dispute Resolution

General Education