MELISSA MILLER

DEALERSHIP GENERAL MANAGER WITH A TRACK RECORD OF SUCCESS

(206) 235-5127 mmiller0721@gmail.com
Performance-focused leader specializing in driving sales, fixed and variable operations growth, building dynamic teams, creating strategic processes, providing superior customer service, and cultivating a solid company image with excellent quality eager to offer proven automotive experience toward maximizing your companys bottom-line results.

PROFILE OF QUALIFICATIONS
HIGH-VOLUME SALES TEAM BUILDING / TRAINING NEW BUSINESS GROWTH THE TOYOTA WAY KEY NEGOTIATIONS TRENDS TRACKING LEADS GENERATION / REFERRALS CLIENT RELATIONSHIP DEVELOPMENT ADVERTISING CAMPAIGNS Top automotive performer who excels at analyzing customer needs, identifying sales opportunities, defining strategies for capturing new business, and attaining solid leverage in a competitive market. Ambitious self-starter who coordinates, develops, and implements forward-thinking business growth projects, along with effectively evaluating core client needs to achieve outstanding customer retention rates.

PROFESSIONAL SYNOPSIS
OLYMPIA CHRYSLER JEEP MITSUBISHI NISSAN, OLYMPIA, WA 2013

General Manager Utilized broad scope of industry knowledge and dynamic business acumen toward directing a 120-member staff in implementing new processes and procedures for a struggling store, including realigning departments for maximum efficiency and productivity. Increased new car sales by 10% while implementing resourceful departmental training to improve overall sales and customer service satisfaction scores to green light in diverse departments within the first 60 days of employment. Implemented a 60-day used car turn policy and, within 45 days of employment, all used cars inventory was under 55 days in stock. Improved customer retention rates via enhanced follow up processes and successfully generated high levels of repeat clients. TOYOTA OF SEATTLE, SEATTLE, WA 2004 2013

General Manager (2010 2013) Strategically steered a top-performing team of 80+ employees, including directing all operations, policy implementation, and advertising, as well as developing and implementing goals with sales managers and corporate managers. Generated $60+ million annually in sales and service and led team to an increased volume of 30% in new car sales. Rebranded and executed a new store image via a complete website redesign, targeted advertising, and woman-to-woman sales approach. Ensured seamless dealership operations by handling all HR-related activities (e.g. salaries / commissions, hiring, retention, discipline). Service Manager (2008 2010) Expertly led service department to Top 10% nationally in customer satisfaction while attaining recognition as 2009 / 2010s 1 of only 2 Service Managers in Western Washington recognized by Toyota Motor for achieving Service Excellence. Service Advisor (2007 2008) Played a vital role in increasing sales volume via profit-generating marketing efforts and exceeding customer sales satisfaction index scores, along with proactively resolving customer complaints to meet and / or exceed service goals. Sales Consultant / Sales Manager (2004 2007) Drove growth by exceeding quota every month and creating additional revenue streams via referrals and repeat business. Additional Toyota Accounts Payable / Receivable, Customer Relations, and Marketing Roles Provided Upon Request EDUCATION & PROFESSIONAL DEVELOPMENT Master of Arts in Policy Studies Bachelor of Arts in Society, Ethics & Human Behavior Learning National Automobile Dealers Association Dealer Academy General Management Program NCM & Associates General Management Executive Program UNIVERSITY OF WASHINGTON UNIVERSITY OF WASHINGTON