Robert Thacker Email & Phone Number

Consultant for Subaru Retailers assisting Fixed Operations Managers in utilizing digital tools - Scheduling, digital inspection, video inspection, and customer communication.

Greater San Diego Area

Managed a repair facility of 14+ front-end employees and 25+ service technicians with $400k+ in monthly gross labor sales. Responsible for all business development activities including staffing, labor pricing, advertising, and active management of KPIs for revenue, costs, service retention, and overall profitability. Achievements: 6.5% increase in Customer Pay Hours per Repair Order. Decreased Year over Year labor costs by 4.5%. Winner of District Sales Contest in 3rd Quarter 2019.

San Diego, Ca

Managed service customer life cycle process. Set proper customer expectations for needed services, time for repairs, and costs. Fostered long-term customer engagement through service follow-ups and next service reminders. Responsible for driving growth and customer satisfaction through Customer Service Index, Hours per Repair Order, and Effective Labor Rate.Achievements: Consistent Customer Service Index (CSI) every year including a ranking of 21st in national CSI for Nissan - 2Q 2014. Consistent overachievement in Hours per Repair Order and Effective Labor Rate.

Greater New York City Area

Responsible for advertising, lead generation, and needs assessment of clients for rental units in Manhattan. Proven speed and proficiency in putting the client in front of the right apartment and having the needed application documents ready in a fast-moving and competitive rental market.Achievements: Top Sales in office for first-year agents. Attained Silver Advisor status with $20,000 in monthly gross sales.

Greater New York City Area

Assistant manager at a retail location with 20+ employees. Responsible for managing key metrics for Average Revenue per User, Accessories per Handset, Net Promoter Score (NPS), and Churn. Follow-up lead for all negative NPS surveys and sales floor customer escalations.Achievements: Promoted to largest store in the district. Winner Q4 Metrics in 2010 and 2011.

Albuquerque, New Mexico Area

Conducted 5-week on-boarding training for new employees. Used training principles to produce proficiency in Point of Sale systems, consultative selling, customer service, de-escalation, and relationship building to increase revenue and reduce churn. Conducted on-going training for new products and systems via webinars and in-person training. Audiences included internal employees and external indirect wireless sellers.Achievements: Top ranking for training completion percentages. Lead trainer on West Area new hire material development. Level 1 training certification for GIFT and New-Hire Training.

Tucson, Arizona Area

End-to-end consultative sales specialist performing needs analysis, product recommendation, cross-selling alongside existing products, account set-up, and customer follow-up. Acted as lead Small Business Representative with a focus on driving B2B sales.Performed customer service responsibilities by troubleshooting client technical issues, conducting end-user education, and problem-solving to overcome customer dissatisfaction.Achievements: Lowest Churn (charge-back rate) in-store. 145% quota attainment for 10 top ranking in the district. 5% increase in YOY store B2B sales.