Installed CRM/ILM (VinSolutions), service appointment scheduling software (AutoLoop), credit card processing hardware and software (Converge), VOIP for Subaru store. Created Subaru call center at independent location; designed the business model, hired, trained and managed all 14 call center associates and dealership greeter staff. *Created training manual and processes for a newly established call center.*Installed, trained and managed new CRM/ILM system (VINSolutions) for the sales and BDC department. System installation increased sales by 75 units per month and $100K gross profit through recommended processes. Provided Dealer Principle with all necessary ROI and performance reporting.*Installed, trained and managed new service appointment scheduling system (AutoLoop) for the service and BDC department. Increased average repair order gross by $100/car after 6 months.*Received 105% grade for GM SFE BDC program. Trained Chevrolet location on manufacturer required performance metrics to maintain GM SFE quarterly certification.*Website administrator for www.vanbortelsubaru.net, social media and reputation management websites. Increased online reputation star rating from 2.3 stars to 5 stars after 1 year.*Installed, trained and managed credit card processing (Converge) for all departments which increased customer satisfaction and their experience within the dealership.*Panasonic telephone system administrator for 100 employees through Finger Lakes Technologies Group.*Researched new digital products and finalized contract negotiations and RFP’s with vendors

Solely responsible for the management and financial performance of all digital marketing and business development including process development, BDC staffing (internet and telecom), CRM and ILM implementation, e-mail marketing, customer satisfaction and on-line reputation management. Recruited from LogicalSolutions.net. *Developed inbound and outbound phone call, Internet lead, chat (Contact at Once) and unsold showroom traffic follow-up processes. Created phone scripts, email templates and monthly email marketing.*Recruited and trained 12 Agents and promoted Agents to Sales Consultants or Service Writers after one year. Completed 90-day and annual performance reviews.*Improved department profitability by 75% within one year. Dealership maintained 30% of business via Internet lead appointment and 20% via Phone appointment for 4 consecutive years.*Updated advertising websites with lease promotions, specials and weekly advertisements.*Department responsibilities include inbound sales and service appointments, ‘Thank You’ for purchase and service calls, NYSI reminder calls, Toyota maintenance calls, internet sales and service leads*Reviewed monthly reports with GM’s and Dealer Principle including: Lead Source Performance, ROI, Sales Consultant Capture Rate, Appointment Set/Show/Sold Report, Response Time Report*Approved advertising expenses, provided monthly accruals and annual projections

•Finalize deal negotiations and appraise trade-in vehicles including presentation of extended service contracts and aftermarket products to clients; averaged back end PVR of $1,600, while maintaining 98% CSI.•Performed GSM responsibilities as needed including inventory ordering, advertising, RDR, forecasting and staffing.•Process all credit applications, negotiate with lenders, complete and review contract paperwork with clients and submit to the DMV.•Recruited by Hoselton Auto Mall

•Responsible for hiring, training and managing Service Writers, Technicians and Warranty Clerks. Created a new business model for the department with automatic dispatching and multiple shifts.•Increased Net Profit 10% annually by reducing expenses, increasing warranty labor rates, improving effective labor rate and increasing warranty claim payment approvals from manufacturers.•Disputed warranty coverage for mechanical failures on behalf of clients to manufacturers.•Increased Customer Satisfaction Percentage from 77% to 96%!•Promoted to Mercedes-Benz Sales and Business Manager

•Responsible for hiring and managing Receptionists, Greeters, Call Center (BDC) and Internet Sales personnel.•Created all customer relation processes for the BDC, phone scripts for inbound and outbound sales and service calls, lease renewal procedures, e-mail templates, and customer complaint resolution processes to improve customer satisfaction and increase repeat and referral clientele.•Trained 50+ Sales and Leasing Consultants on CRM and ILM systems.•Promoted to BMW and Land Rover Service Manager

•Direct report to the Dealer Principal for all eight franchise locations.•Complete fiscal responsibility including annual budgeting, monthly forecasting and monthly gross profit reporting.•Developed performance reporting and benchmark accountability for individual associates including closing ratios and response times.•Averaged $1.6M - $1.9M in gross margin, a 45 minute response time and 11% closing ratio, and over 1,000 on-line unit sales for all Internet inquiries for four consecutive years.•Website development and daily maintenance.•Hired and trained 12 Internet Sales and Leasing Consultants for 8 franchises.•Promoted to Business Development Director

Recruited by Holtz House of Vehicles, Inc.

Recruited by The Rochester Auto Collection.