Chandie Fox

• Oversaw seven retail automotive protection chain outlets and distribution programs across Canada
• Process Optimization - analyze current operational processes to identify inefficiencies and develop strategies for improvement
• Develop, implement, train and audit employees to streamline existing/new policies and procedures
• Oversaw and reviewed performance of managers, administrative staff, support staff, and installers
• Attract new business to support distribution and retail operations
• Location audits (products/services/pricing, customer service and satisfaction, productivity, efficiency, shop organization, inventories/supplies, quality care, branding)
• Employee recruitment and onboarding
• Increased productivity with the implementation of performance metrics and regular progress reviews.
• Managed cross-functional teams for successful project execution, ensuring alignment with business objectives.
• Trained team members on best practices in operations management, contributing to skill development and employee retention efforts.
• Followed up with delinquent accounts to obtain funds and reduce aging balances.
• Managed payroll data entry and processing for 76 employees to comply with predetermined company guidelines.
• Collaborated with department heads to identify staffing needs and develop customized recruitment plans tailored to each team''s requirements.
• Reduced time-to-fill rates by proactively sourcing qualified candidates through various channels, such as LinkedIn, job boards, and referrals.
• Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
• Streamlined benefits enrollment process for improved accuracy and reduced administrative workload.

** This role was dissolved in a business aquisition**

• Direct report to service advisors, appointment coordinators, service reception, customer concierge, reception and marketing department
• Prospect, hire, and train all new customer facing aftersales staff on procedures, protocols, software, and Porsche brand expectations
• Design and rollout performance strategies to meet Porsche Canada KPI expectations and requirements
• Developed strong relationships with key clients, leading to increased customer satisfaction and retention rates.
• Collaborated with cross-functional teams, resulting in improved communication and coordination between departments.
• Promote services, products, and brand through online marketing, content strategies, and experiential events/marketing activations
• Support and respond to customer concerns while maintaining/building relationships to support customer loyalty
• Assist general manager in day to day business operations
• Prospect, hire, and train all new customer facing after sales staff on procedures, protocols, software, and Porsche brand expectations
• Review all marketing material before published to ensure alignment with brand guidelines
• Develop and maintain partnerships for local marketing activations
• Developed tailored conflict resolution strategies to address unique challenges within diverse teams.
• Managed payroll data entry and processing for 45 employees to comply with predetermined company guidelines.
• Enhanced employee performance by developing and implementing comprehensive training programs.
• Increased profitability by implementing strategic pricing initiatives and monitoring market trends.

• Managed high-volume of outbound customer calls
• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
• Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis
• Returned all routine and general customer calls in good time
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
• Conducted CRM tasks to maintain quality assurance satisfaction levels
• Utilized active listening and communication skills to address customer inquires and provide proper documentation to sale team to further the sales process.

• Outstanding sales record, increasing overall parts and service sales by up to 21%
• Exceeded sales forecasts in 90% of months
• Ensure exceptional customer service and conflict resolution, addressing all concerns with professionalism and timeliness
• Advise clients and team members based on shop manuals and procedures
• Mentor and lead service teams (appointment coordinators, service advisors, technicians) in repair and warranty procedures
• Accurate and timely reporting, including scheduling, presentation, data reports and analysis
• Prepared service order and invoices, accepted payments, and updated customer accounts to maintain CRM system
• Communicated with customers to explain estimates and provide expected delivery and repair timelines; addressed customer questions or concerns to enhance customer satisfaction
• Communicated advanced mechanical information to nonmechanical people in easy-to-understand terms.