Timothy Murray
Blackstone ,Qld
Summary
Well-qualified Fleet Manager with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Dedicated automotive industry professional with history of meeting company goals utilising consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced Fleet Manager with over 10 years of experience in the automotive industry. Excellent reputation for resolving problems and improving customer satisfaction. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Dedicated automotive professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Surf Toyota
08.2023 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Retention Manager
Southside Toyota
12.2022 - 08.2023
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Retention Manager
Llewellyn Toyota - Ross Llewellyn Motors Pty Ltd
05.2021 - 12.2022
- Collaborated with senior management and performed benefits analysis, corrective action planning and big-picture data capturing.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
- Used automotive industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Managed internal operational standards and productivity targets for Loyalty and Retention.
- Managed quality programs to reduce overdue compliance activities.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Entered data into Toyota Finance Australia system, implementing tight safeguards to secure financial and personal information.
- Increased operational efficiency by developing improved filing systems for confidential client records and reports.
Fleet Manager
Bill Robertson Toyota
08.2017 - 04.2021
- Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Provided all drivers with pertinent safety materials regarding rules and regulations.
- Positively interacted with drivers, upper management and shop department, which helped improve overall communication.
- Documented equipment transfers and sales details for accurate record keeping.
- Maintained accurate driver information for delivery scheduling.
- Proactively identified and solved complex problems that impacted management and business direction.
- Suggested actionable improvements to increase efficiency and reduce expenses.
- Executed on-time, under-budget project management on complex issues for senior leadership.
- Developed new branding initiatives and implemented uniform fleet design to increase brand exposure.
- Executed design concept and build requirements for several vehicles to align with job requirements.
- Created documents by reviewing data to recommended courses of action for senior decision-making processes.
New Car Sales Consultant
Bill Robertson Toyota
01.2012 - 08.2017
- Responded to customer enquiries via telephone and email.
- Met customers on lot and in showroom to discuss available vehicles and options.
- Completed registration paperwork and sales documentation.
- Prepared purchased vehicles and completed final delivery checks.
- Outlined sales, warranty and service procedures.
- Maintained compliance with all service, quality, and regulatory standards.
- Located desired vehicles at auctions and other dealerships.
- Offered comprehensive knowledge of vehicle operations and brand features.
- Negotiated vehicle prices and secure financing for customers.
- Achieved greater than 100% of sales quota in 2012, 2013, 2014, 2015, 2016 and 2017.
- Demonstrated vehicles and features, and conduct test drives.
- Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,
- Negotiated purchase prices and explained sales, warranty and optional products.
- Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
- Answered telephone and email inquiries from potential customers.
- Demonstrated automobiles by explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price and options while fielding inquiries from various marketing websites.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections.
- Established and devised strategy to meet personal goals consistent with dealership standards of productivity.
- Contacted associated dealerships to locate desired vehicles meeting customer specifications.
- Drove team revenue totals by bringing in top sales numbers.
- Tracked down hard-to-find merchandise at diverse locations.
Education
Secondary School Diploma -
Gladstone State High School
Gladstone, QLD11.2004
Skills
- Client Relationships
- Confidential Records Management
- Program Analysis
- Staff Meetings
- Cross-Functional Collaboration
- Employee Coaching and Motivation
- Customer Needs Assessments
- Filing Systems
- Administration and Reporting
- Regulatory Protocols
- Maintaining Clean Work Areas
- Operational Efficiency
- Scheduling and Coordinating
- Office Operations
- Managing Operations and Efficiency
- Performance Management Systems
- Performance Tracking and Evaluations
- Technical Proficiency
- Training Needs Analysis
- Negotiation Tactics
- Organizational Systems
- Advising Department Managers
- Program Modification
- Forecasting Employment Needs
- Drafting and Administering Contracts
- Dispute Mediation
- Constructive Feedback
- Policy Improvement Recommendations
- Compensation Management
- Job Assignments
- Statistical Data Analysis
- Contact Management Systems
- Call Prioritization
- Status Updates
- Improvement Recommendations
- Customer Feedback
- Acquiring Customers
- Sales Team Development
- Consultative Sales Approach
- Complaint Response
- Customer Care
- Technique Optimization
Accomplishments
- 2019 Toyota Northern Region Top Achiever Volume over sales plan. Fleet Manager.
- 2018, 2019 and 2020 Toyota Sales society Gold Leader - Fleet Manager, National.
Additional Information
- Referees: Available on request.
Certification
- Motor Dealers and Auctioneer License - expires April 2025
Timeline
Customer Experience Manager
Surf Toyota
08.2023 - Current
Retention Manager
Southside Toyota
12.2022 - 08.2023
Retention Manager
Llewellyn Toyota - Ross Llewellyn Motors Pty Ltd
05.2021 - 12.2022
Fleet Manager
Bill Robertson Toyota
08.2017 - 04.2021
New Car Sales Consultant
Bill Robertson Toyota
01.2012 - 08.2017
Secondary School Diploma -
Gladstone State High School
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