Nicole Ferrari
Coalhurst,AB
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
20
20
years of professional experience
Work History
General Manager
Cummins
06.2018 - 04.2023
- Analyzed market trends and competitor activities to create competitive advantages.
- Interacted well with customers to build connections and nurture relationships.
- Collaborated with cross-functional teams to develop innovative solutions.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed budget implementations, employee evaluations, and contract details.
Parts/Service Manager
Cummins
05.2016 - 06.2018
- Resolved customer complaints in professional and timely manner.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed customer loyalty programs to increase customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Established team priorities, maintained schedules and monitored performance.
- Analyzed service reports to identify areas of improvement.
Parts Manager
Cummins
08.2011 - 05.2016
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Supervised and trained staff on product knowledge and customer service.
- Trained team members in successful strategies to meet operational and sales targets.
- Maintain Inventory through cycle counts, physical inventory
- Work with key customers to setup specific inventory levels to promote prompt customer service.
Parts Advisor
Cummins
06.2006 - 08.2011
- Maintained clean and neat parts counter and sales floor.
- Assisted customers in finding appropriate parts promptly.
- Reviewed current processes and procedures and implemented proactive adjustments to maintain quality, service and sales standards.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Stocked and managed stock of parts.
- Reached out to vendors outside usual network to find parts not available from traditional sources.
Service Advisor
Cummins
04.2003 - 06.2006
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed estimates by costing materials, supplies, and labor.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Parts Apprentiship - Parts Technician
Lethbridge Collegiate Institute
Lethbridge, AB05.2008
Heavy Duty Technican - Heavy Duty
Lethbridge Collegiate Institute
Lethbridge, AB04.2002
Skills
- Training and Development
- Recruitment
- Leadership
- Process Improvement
- Interpersonal Skills
- Purchasing and Planning
- Sound Judgment
- Staff Motivation
- Staff Training
- Time Management
Timeline
General Manager
Cummins
06.2018 - 04.2023
Parts/Service Manager
Cummins
05.2016 - 06.2018
Parts Manager
Cummins
08.2011 - 05.2016
Parts Advisor
Cummins
06.2006 - 08.2011
Service Advisor
Cummins
04.2003 - 06.2006
Parts Apprentiship - Parts Technician
Lethbridge Collegiate Institute
Heavy Duty Technican - Heavy Duty
Lethbridge Collegiate Institute
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