1. MARK NICKELS
5224 Foxfire Place • Kingsport, Tennessee 37664
MarkNickels1@gmail.com • 423.677.5602 c • 423.288.7676 h
CUSTOMER SERVICE
Financial Advice / Problem Analysis / Adaptability
Organizational Skills / Interpersonal Communication Skills / Initiative
Talented and caring customer service manager with proven ability to assess, investigate, and resolve client
concerns to ensure satisfaction and retention. Highly regarded for expertise in financial planning, insurance
and investment sales, and retail/wholesale operations. Big picture vision combined with passion for engaging
with front-line teams to maintain clear focus on day-to-day workflow. Sterling reputation for honesty, integrity,
fairness, and commitment to quality.
Areas of Expertise:
• Strategic Planning and Implementation
• Financial Analysis
• Conflict Resolution
• Recruiting and Staffing Initiatives
• Negotiations
• Needs Assessment
• Customer Satisfaction/Retention
• Account Management
• Communication
• Staff Development Programs
• Team Building and Leadership
• Sales and Marketing
PROFESSIONAL EXPERIENCE
SALES REPRESENTATIVE (2013 to 2014)
Bill Gatton Chevrolet – Cadillac | Bristol, TN
Assessed needs of prospective customers, utilizing straightforward approach and friendly attitude to build
rapport. Applied extensive knowledge of product features and details to conduct demonstrations and
consultations that highlight benefits. Assisted with vehicle purchase decisions; explained mechanical, safety,
and aesthetic features. Gathered required documents and funds to expedite sales. Collaborated with
colleagues to obtain pricing, prepare vehicles for customer delivery, and coordinate financing appointments.
Prepared quotes, calculated lease rates, and selected finance terms.
Selected Contributions:
♦ Seamlessly adhered to company sales process and standards to ensure accurate records of all
sales and customer contacts for management.
♦ Built solid record of outstanding customer service and cultivated personal relationships to drive
repeat business and boost dealership’s image.
♦ Effectively resolved issues, including turning around troubled sales deals and restoring customers’
trust.
Sales Representative (2011 to 2012)
AIG American General | Kingsport, TN
Conducted informative consultations with current and prospective clients, explaining insurance and
investment options to clients to support short- and long-range financial stability. Educated clients on benefits
of life insurance using real world case examples.
Selected Contribution:
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2. MARK NICKELS • Page 2
♦ Interfaced with diverse customers to drive sales and develop repeat business.
FINANCIAL ADVISOR (1995 to 2010)
Ameriprise Financial Services / Merrill Lynch / J.C. Bradford | Kingsport & Johnson City, TN
Consulted with diverse client base to provide tailored recommendations of financial products and services to
address immediate, short-range, and long-term wealth management goals. Built rapport and provided
education on market trends and managed expectations; explained complex concepts in every day terms to
increase comprehension and confidence. Carefully documented all customer interactions and protected
confidential information. Utilized time-tested and innovative wealth management strategies to maximize
return on investment. Ensured adherence to FINRA and company standards and regulations.
Selected Contributions:
♦ Set standards for sales, production and satisfaction, consistently placing in the top 25% for
production and earning highest ratings in customer surveys.
♦ Recognized for outstanding production with awards and training from vendor firms, including Metlife,
Transamerica and Pacific Life.
♦ Established track record of impressive pass rates and scores during all periodic compliance audits.
♦ Optimized returns by rapidly and accurately executing client investment transactions.
ADDITIONAL EXPERIENCE
GENERAL MANAGER ♦Nickels Performance Warehouse | Piney Flats, TN
Held accountability for day-to-day sales, logistics, operations, and financial performance for wholesale auto
parts distribution company. Recruited, trained, and mentored high-performing staff; implemented incentives
and employee development to increase retention. Led all customer service and sales activities; addressed
customer concerns and requests to ensure satisfaction. Managed vendor relationships. Maintained monthly
business plan; composed and published monthly sales catalog.
Selected Contributions:
♦ Built state-of-the-art distribution facility for a frontrunner in computerized warehousing operations,
integrating ordering, shipping, and billing with real-time order and inventory status.
♦ Trained and mentored staff and optimized logistics to increase sales from $200k to $14 million.
♦ Sourced and on-boarded high performing talent to driven continual growth and success.
EDUCATION AND CREDENTIALS
Bachelor of Science (Commerce) • UNIVERSITY OF VIRGINIA – Charlottesville, VA
DuPont Regional Scholar, Dean’s List
Series 7 Securities License