Ian Young - Manitoba

Manitoba

Retail

1-4

Ian Young (204) 922 1018
Brandon, MB icamjy@yahoo.com

Highlights of Qualifications

 Ongoing praise for customer service and technical instruction in a professional yet non-technical manner
 Extensive experience in the automotive industry including management, training, parts and service including dealerships, custom & high performance, restorations
 10+ years in most aspects of telecommunications (cable) including sales, customer service, tiers 1, 2 and 3 as well as training, documentation and escalations
 Able to quickly establish a rapport and gain trust with customers and staff
 Value highly in gaining loyalty, word of mouth business, and ongoing increases in sales and customer base
 Dedicated to being a mentor to my team in order to have high productivity and staff retention

Professional Accomplishments

Management
Managed a staff of up to 15 people for a high volume shop, remote shop,
and specialty shop (Automotive)
Responsible for up to approximately $1.5M annual business sales as well as associated budgets and staffing
Managed stock ordering, pricing, inventory control, and environmental reports
Successfully resolve technical and service escalation issues in a timely and
accurate manner
Sales and service experience including meeting of business sales goals, through establishing new business in the way of various contracts such as fleet and government vehicle servicing
Trained technicians in Workplace Safety, WHMIS/MSDS, procedural training, troubleshooting/diagnostics and, Company in-house certifications
Numerous staff awards for ongoing high marks on mystery shoppers (monthly)
Coaching staff on relating to customers in a positive manner
Worked with staff to achieve our goal of continually attaining the highest
level of sales bonuses
Extensive work with computers including POS, software and hardware,
programming and data bases
Sales experience in new and used cars as well as services and parts
Large number of customer appreciation for excellent service letters
Maintained high level of store to national corporate standards (95% and above results)
Able to establish and maintain all areas of customer contact with business


Customer Service / Sales
 Able to relate to all levels of customer knowledge, including strong development of high performance, sports cars, and specialty cars markets, with great word of mouth business
 Extensive sales and customer service awards and praise from management and customers
 Able to relate to all levels of customer knowledge in cable telecommunications
 Strong ability in escalation prevention, and resolution and able to coach team on methods
 Able to coach staff in using improved customer service to develop sales
 Able to coach callers through technical processes at their comfort level and pace and eliminate a large number of trouble calls, escalations or service cancellations






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Ian Young (204) 922 1018
Brandon, MB icamjy@yahoo.com

Work History

Technical Services Representative Westman Communications Group 2011 - 2012

Store Manager Mr. Lube, Winnipeg 2008 2009

Call Center agent and Convergys, Winnipeg 1999 - 2008
Sales Representative

Sales (new and used cars) Frontier Subaru 1998 - 1999

Prior to 1998

Automotive Technician G.S.R. Motorsports, Winnipeg

Automotive Technician/Manager Esso, Grand Rapids, MB

Emergency Roadside Assistance Driver Manitoba Motor League/CAA, Winnipeg

Automotive Technician/Manager Roadsport Performance, Winnipeg

Automotive Technician Stenning Motorcars, Winnipeg

Automotive Technician Goodyear Service Center, Winnipeg

Automotive Technician Import Auto Service, Winnipeg

Automotive Technician F.P. Smith Motors, Peterborough, England

Automotive Technician Peterborough Autos Peterborough, England


Education

Automotive (381) City and Guilds of London (England)

Continuing Education Courses Business Administration, Computer Programmer/System Analyst,
First Aid Instructor level

Manitoba High School Miles MacDonnell (Winnipeg)



References as requested