Finch Auto Group is an Ontario based automotive group operating the following dealerships:Finch Chevrolet Cadillac Buick GMCFinch HyundaiMercedes-Benz LondonFinch Chrysler Dodge Jeep RamGeorgetown Chevrolet Buick GMCGenesis LondonFinch NissanFinch Ford LincolnWork alongside the Executive Team and Managing Partners on developing revenue streams, customer loyalty by implementing tactical processes and procedures in line with broad customer experience strategiesManage vendors, telephony, training, orders, repairs, and employee supportDevelop & maintain new/existing databasesManage Customer Care Associates and Service CoordinatorsUsing web-based technology and CRM resources to contact, measure and deliver resultsEstablish and manage call cycle to ensure that all accounts have the necessary frequency and are supportedDatabase management & reportingBusiness Development Centre management, training & developmentWork alongside Managing Partners and Service Managers level with managing, training & developing staffManage and develop direct mail, social and website campaignsCRM Point of Contact account for new developmentsSupporting service & sales process by streamlining processes, outlining and documenting procedures, prospecting accounts that will bring incremental revenueEnsure follow-up by passing leads to service, sales, and direct reports while managing success, call-to-action, dates, complete profile information and sourcesMaintaining contact with customers to create, maintain and salvage relationshipsSubmit orders, follow and create procedures, streamline the process and complete necessary developmentManage time-off requests, illness, absenteeism, schedules, and trainingManage Recruitment and on-boarding processesCreative development for advertising campaigns alongside the management team to all customer-facing outletsReporting, analysis and tracking ROISupport sales and service management teams and staff on demand and as required

Management and development of digital analytics & reporting and point of contact with CRM platform toolMaintain telephony concerns, training, orders, repairs and employee supportDevelop and maintain new and existing database of lead gathered through referrals, online submissions, cold calling, customer walk-ins through Customer Resource Manager (CRM)Identify decisions within targeted leads to begin sales process in automotive sales and serviceUsing web based technology and CRM resources to contact, measure and deliver resultsUse appropriately established call cycle to ensure that all accounts are visited with necessary frequency and are supported thoroughlyDatabase management, reporting, cleanlinessBDC management, training and oversightManage Auto Alert lead generationDirect mail campaign oversight and inputTracking and updating CRM tools with new leads and customer account changes as well as new developmentsSupporting service and sales process by streamlining processes, outline and documenting procedures, prospecting accounts that will bring incremental revenueEnsure follow-up by passing leads to service, sales and direct reports while managing success, call-to-action, dates, complete profile information, sources, etc.Maintaining contact with customers to create, maintain and salvage relationshipsSubmit customer orders, following and create procedures, streamline process and complete necessary training and developmentManage time off requests, illness, absenteeism, schedules and training of staffInterview potential candidates, hire and train through the onset of the on-boarding processCreative development for advertising campaigns along side management team to all customer facing outlets (social media, online, digital, mailers, email blasts, etc.Acknowledge and resolve all customer complaints in service and salesReporting and analysis and tracking - ROIInput of social media platformsSupport sales and service teams on demand and when required

Manage large client portfolio consisting of insurance, automotive and banking clientsDevelop and implement new programs and initiativesConsistently maintain client/customer experience ratings and service level requirementsManage budget and audits for anticipated and rolling costs; approve all transactions debited and credited to accountsAccountable for financial performanceReceive RFP and RFI’s and respond accordinglyBuild and maintain strong business relationships with assigned portfoliosProject Manager, lead and implement projects as assigned by VPRecommend and implement process and protocol improvements Design appropriate operations and/or client specific processes to support client brand and execute within required business needsDevelop, draft, manage client contracts and negotiate pricing modelsPrepare and offer new sale designs to new and existing clients of product offeringsMonthly meetings, presentations, reports and service delivery with Executives

Managed team of 15-20 professionalsDeveloped staff by providing coaching/feedback on performance metricsAdministered disciplinary action as requiredConducted team meetings and one-on-one performance improvement sessions Handled customer escalationsAdhered to and ensured the implementation of company policies and proceduresImplemented innovative programs to increase employee loyalty and reduce turnover Monthly and Annual Performance Appraisals resulting in wage increase based on performance measures

Service delivery of food and beverage in restaurant, Hotel and banquet environmentParticipate actively in a multi-functional, cross-training work environmentSupport and execute creativity and innovation of menu and restaurant brand Maintain high level of professionalism and quality of serviceObserve and follow the established emergency fire & health & safety procedures and to work in a prudent and safe mannerFood and wine pairing knowledge and trainingFood, beverage and client service process knowledge in restaurant, hotel and conference environmentTrain and develop staff as required and requested by managementBar-tend wedding and corporate eventsCash and reconciliation of employee daily shiftsOpen and close establishmentTrain, team lead and supervise staff

Inbound banking transactions ensuring quality, customer service, and adherence to the policies and procedures of the organizationProactively offer TD Canada Trust products and servicesMeet formalized objectives, sales, productivity and qualityStrong ability to multi-task and demonstrate strong problem solving skillsStrong verbal and communication skills to accurately process transactionsAdherence to security and privacy within banking institution regulations