Expert Profile
A top-level manager with more than 20 years experience managing fixed/call center operations, training, facilitation, sales, marketing, personnel, and merchandising at both the corporate and retail levels.
TJ possesses a proven record of accomplishment regarding creative business improvements resulting in value driven results. His unusual strength in perceiving industry trends and challenges are valuable assets when translating them into cross-functional process improvement opportunities. Over the last 20 years, TJ has been able to foster and maintain relationships with retailers and suppliers while managing product operations; including quality control.
TJ‘s career highlights include:
Extensive experience regarding new product and ‘deal’ placement training for the following automotive manufacturers - General Motors (Chevrolet, Cadillac, HUMMER, Saturn), Volvo, Subaru, and American Honda and Acura new product training for retail dealership personnel.
Training facilitation included but not limited to:
• Financial statement analysis
• Market ***** and Penetration
• Product certification for each vehicle line at multi line stores
• Product demonstration/sales close (road to the sale)
• Customer care as related to manufacturer survey standards JD Power CSI (Customer Satisfaction Index) requirements met or exceeded in assigned region
• Certified to analyze and administer Denison Cultural Survey
• Successfully assisted American Honda and Acura dealership personnel in the ***** of the EXCELL Customer Satisfaction Initiative.
Extensive experience with Sale/Service Customer Satisfaction Initiatives:
• Ford Motor Company - Blue Oval Program
• American Honda – EXCELL Initiative
• Chrysler Corporation – Customer One
• General Motors – Standards for Excellence Program.
Extensive knowledge and success in daily operations of a medium size Parts, Service, and Body Shop departments. Successfully installed service maintenance processes that improved parts, and labor which directly influenced bottom-line results.
Expert in facilitation and the working with dealerships/retail facilities to continuously improve performance and develop skills that help maximize return on investment in both sales and customer service operations (Documentation, Communication, Relationship Management).
Other achievements include:
• Successful completion of JM&A Finance Management Training
• Successful completion of the Ford Dealer ***** Program
• Certified by PPG in the area of Automotive Refinishing
• Member – Orangeburg-Calhoun Technical College Advisor Board
• Certified in UCS, ADP, Auto Soft, and Reynolds & Reynolds computer systems
***** ***** & Training Group – Columbia, SC
Managing Partner, 2003 – Present
Management duties include the acquisition of new clients, training materials, and project *****. Additional responsibilities and duties include –
• Market *****/Customer Satisfaction - Organized “High Performance Management” seminar for small and medium independent automotive dealerships. Topics: Process Design and Implementation, Recruiting and Staff *****, and ‘Measuring Greatness’.
• Program and Operations Management
• Consulting/Process Improvement - Conducted sales consultant automotive workshops. Assisted in the ***** of creative ‘Deal’ placement and new finance source acquisition.
General Motors/Maritz Inc. – Southfield, MI
Facilitator/Consultant – Account Management, 2004 – 2009
Responsible for working with dealerships/retail facilities to continuously improve performance and develop skills that
help maximize return on investment in both sales (F&I) and customer service operations.
Four key processes designed to help accomplish these goals:
• Communication/Training – Acted as a liaison between Maritz and General Motors by providing formal appraisal and feedback. Evaluated past performance and recommended products and services to correct or improve future performance. Collaborated with Dealer Principles and Senior Management staff to discuss, analyze, and plan continued usage of product and services.
• Documentation – focus on developing and enhancing the skills required for departmental personnel to reach CSI goals and financial objectives. Used reporting tools to document dealership activity plans and meeting notes. Facilitated product enhancement opportunity discussions between the client and vendor.
• Relationship Management - involves working to build and maintain friendly, warm, high trust relationships and networks of internal and external business contacts. This involves acting with integrity and a respect for others and an ability to demonstrate teamwork.
• Produces Results - involves maintaining optimal levels of SFE process improvement activity that positively influence the financial/business performance of dealerships. Remains current with every store’s status on key measurements (e.g. CSI performance, sales trends, profitability, etc.), isolating problem areas and encouraging the dealership to focus on active resolution.
• Provide input on performance objectives, dealership ***** goals/activities
Actively participate in performance and ***** discussions with dealership management team
Solely responsible for dealership growth/***** in sales, profit, F&I gross, and CSI
Process map and implement FIRTFT strategy to improve overall repair quality