Tre' Marshall Email & Phone Number

Chicago, Illinois, United States

- Develop training presentations and deliver on-site dealership training of Express Lane processes and services. - Coach and counsel dealership personnel.- Demonstrate strong organizational and scheduling skills to manage time and training effectively.- Work with decision-makers at all levels of dealership management to increase objectives, including but not limited to: Express Service processes, Customer Retention and Dealer profitability. - Track metric progress of assigned dealers within a geographic area of responsibility, while qualifying and evaluating new dealerships for service strategy implementing actions plans of success.

- Face to face interactions in dealership settings with all customer facing employees- Increase dealer profitability, customer satisfaction, and customer service retention bytraining the staff and offering solutions based on the Rewards platform- Implement, train and monitor all dealership employees in the rewards enrollment,earnings, and processes to redeem points- Become a subject matter expert with all things related to growing customer loyalty

St Charles, Illinois, United States

Responsibility includes but is not limited to overseeing quality control for the entireService department including the Parts staff. Prepare a complete and accurate estimate ofcost for labor and parts for profit. Monitor the progress of each vehicle throughout theday and provide status updates for customers.- Improved action plans that led to an increase in JD Power's Customer ServiceIndex score by 50 points setting record. Set a new trend during all Q4 reachingcorporate incentive plans which had not been reached in over a year.- Designed individual development programs for best practice process plans that allow forstaff retention and staff knowledge to increase use of all tools and training availableensuing their continued career growth.

Toronto, Ontario, Canada

Increase the knowledge and utilization of our software and processes within an assigned portfolio of dealerships nationally, so they can learn how to maximize their profits and drive an excellent service lane experience for their customers. By shoulder to shoulder onsite training along with remote training session for all management as well as newly onboarded staff members.- Be the subject matter expert for the client by creating custom Service campaigns through our platform.- Prioritize actionable items to ensure that face to face time with clients will be productive and risk adverse.- Engage with staff by presenting best practice procedures to increase service lane sales and customer retention.- Review key performance indicators to ensure the action plans are being adhered to and evaluate next steps.- Create weekly updates and monthly ROI reporting for marketing programs. for dealership visits to ensure that face to face time with dealers will be productive

Atlanta, Georgia

Provide onsite and remote training using SaaS (Software as a Service) for NAPA AutoCare and independent auto repair locations implementing process changes to maximize their fixed operations performance through SAP and ERP guidelines. Streamline new software with current hardware, pairing vendors and accounts within their shop management tools.- Top performer with the highest installation count doubling the month over month national average.- Highest retention of assigned clients versus the national average of defections while increasing return on investment for parts sales, service sales and fixed operations.- Conduct onboarding process checks and balances while prioritizing schedules for multiple national accounts with set time frames arranging client facing on-sites along with remote training sessions.- Execute deliverables by increasing the staff knowledge utilizing our software to creating marketing campaigns up-selling products with a variety of vendors which in turn grew their market-share across multiple platforms.- Conduct User Group presentation meetings for tier 1 Business Development groups within and outside of assigned market locations pairing with new and aged accounts. Facilitate best practices that allow for a clear, concise, method of action to strengthen not only buy-in, but also utilization by multiple departments.- Network with corporate strategic focus groups for beta enhancements and development of system implementation.

Greater Chicago Area

Customer relationship management as primary point of contact during all implementation phases of product launches. Conduct in-dealership consultative efforts to ensure are configured to customer processes.- Procure National territory accounts with less than 5% churn/defections.- Top National Performer with over 60% utilization Software as a Service through Service lane engagement.- Reduced Tier 3 accounts by 15% saving $100K quarterly; increased Tier 1 accounts 10% generating over $1M quarterly.- Maintained 75% of assigned territory with an 80% or above CSI (Customer Service Index) score.- Implemented process to utilize our marketing campaigns to increase customer traffic and retention.

Greater Chicago Area

Conduct onboarding training sessions in the field with new staff members onsite and in-class room. Collaborating with store retail managers in identified areas for improved performance.- Set strategic business plans & sales strategies through hands on facilitation through team field training; action plans; and performance assessments.- Analyze current business trends to increase a profitable margin through direct and or digital marketing and structuring new commercial accounts.- Teamed with in-class room trainer to coach and implement best practices that will apply in the field (at their store) to increase staff knowledge on customer relations.

Greater Chicago Area

Facilitate management and employee meetings to develop tailored process and performance improvement strategies; leading to an overall positive customer experience and increased retention in service, sales and profitability. Provided training options using a variety of methods, including but not limited to, instructor-led discussion, hands-on skills instruction and various e-learning options to meet the needs of multiple assigned locations that spanned 6 states.- Facilitation/Coaching: Applied the principles of facilitation, coaching and implementation to provide direction in the areas of leadership development, performance management, change management, and communication strategy. Analyze and interpret customer and employee research data to identify opportunities for improvements.- Training: Served as the subject matter expert in the development, implementation and evaluation of loyalty program curricula. Conducted classroom and hands-on development training. Administered training needs assessment and collaborated with department managers to identify deficiencies to improve design and content. Provide refresher training to ensure all employees have the knowledge base needed to complete their task assigned.- Producing Results: Increased customer retention for each assigned client by 5-10% each quarter. Assisted dealerships achieve and maintain top 10 finishes (out of 670) for multiple National Sales, Service and Parts promotions.

Greater Chicago Area

• Service Manager: review and analyze current market trends and forecast next opportunities. Build and strengthen relationships through Client facing meeting with Business to Business processes. Increased commercial account base by 10% each year over 3 years and launched 4 new store locations.• Trainer: conduct training seminars with office staff and field team. Work with management on best practice processes to increase work flow and limit missed opportunities.• Market Dispatcher: organized and set the daily travel logs of each technician in order to maximize their productivity based on the skill level of each technician. Coordinate logistics with the warehouse delivery schedules so that each part was received in a timely manner to increase profits.• Inside Sales: analyze inbound calls from perspective customers; close the sale and send confirmed appointment information to the targeted location to best serve the customer.