Tom Harsha Email & Phone Number

Williston, VT, US

Towson, Maryland, US

Towson, Maryland, US

• Managed team of 40 in client service division; oversaw enrollment, launch, support, and quality control of a call tracking and monitoring solution for automotive dealerships nationwide.
• Lead company-wide growth initiatives; collaborates with executive leadership team on evolving business unit designs and processes and ensures each department has leadership in place to drive business growth.
• Directed buildout of Salesforce CRM for all departments; designed sales presentation flow, visuals, and quote procedures to generate 30% year-over-year growth over 3-year span.
• Partnered with CTO on development of 24-hour automated anomaly dashboards to monitor client accounts/phone lines & provide alerts on critical metrics; increased team efficiency 60% & reduced client turnover 5% over 3.
• Facilitated business growth from 6.8M (2013) to 17.5M (2017); recruited and hired leadership team, designed and implemented 25-seat call center, and built sales processes, marketing plans, and KPIs.
• Negotiated partnership between CallRevu and CarSaver to build call center support services and power the national car buying program for Walmart.

Sandy Springs, Georgia, US

• Consulted on Dealertrack automotive CRM systems following $1B acquisition of Dealer.com; provided automotive CRM analysis, including feature, functionality, and technology comparisons to senior technology teams.
• Collaborated with CRM team on feature development, setup, launch, and training processes along with automated sales process workflow models utilizing customer interaction and response pattern data.

Hunt Valley, MD, US

• Managed training, sales, support and implementation with 25 (indirect) team members; oversaw processes, training and client communication to facilitate business growth from $5M to $12M annually.
• Collaborated with marketing and software development teams on automotive division projects, including support ticket implementation, lead nurture processes, Google AdWords campaigns, and product packaging & pricing.

Hunt Valley, MD, US

• Managed 8 implementation/training team members and 3 CRMSuccess coaches; oversaw proprietary dashboard monitoring for 500+ dealers, including utilization tracking and strategy development for client ROI optimization.
• Partnered with executive team on new feature and back-end technology development and provided sales support and served as CRM subject matter expert on CRM launches and training plans for groups with 10+ dealerships.
• Redesigned and simplified client training process, including implementation, eLearning, launch, follow-up procedures, and success report monitoring; initiated proactive communication and reduced dealer attrition to.

Hunt Valley, MD, US

• eSelleration was acquired by iMagicLab in 2007
• Managed 2 eCommerce consultants; oversaw custom eCommerce solutions, including automated lead management software processes and training of 42 franchised dealers throughout the United States.

Built Internet Departments for Honda, Toyota, First Choice Used Cars, Acura, Volvo and Pontiac locations. Combined departments were responsible for increasing Internet sales in each location from less than 5% of total monthly sales to over 30% in two years.

Cleveland Heights, Ohio, US

Managed team of salespeople and finance managers. Developed compensation and performance plan to reinvigorate underperforming salespeople. Increased Dealership sales rank in the zone to second overall with average new vehicle sales of 210 units per month.

Fort Wayne, IN, US

Salesperson of the year in 1996. Certified by GMAC in menu and finance operations.