Before joining PremierConnect, Bill was retail fixed operations manager with Mercedes-Benz for 19 years. He also served as President of the Mercedes-Benz Mid-Atlantic Parts & Service Group for 8 years where he worked directly with 25 Mercedes-Benz retailers and MBUSA on a myriad of initiatives. He was selected as a member of the MBUSA Dealer Advisor Executive Council and was twice honored with Mercedes-Benz's highest award of being a "Master Guild" member. Bill holds a MBA in Marketing & a B.S. in Finance from the University of Maryland. Additionally, he has completed over a 180 courses with MBUSA and is Six Sigma Certified.
PremierConnect is a provider of best-in-class Call Center Services for Luxury Automotive Dealers. We provide integrated solutions that support your business by improving your client satisfaction, increasing sales and employee productivity. We tailor our services to your dealerships specific needs and provide your dealership with proven call-center services that will significantly improve all aspects of your customer communication channel.
The proven formula for success in companies large and small is centered on their ability to maximize employee productivity and increase business opportunities through proven processes. Our services offers you the necessary tools that allows your dealership to focus on client satisfaction and driving sales while we manage your inbound appointments, overflow calls and follow up calls.
Tom has spent his entire career in the automotive industry learning the retail business literally from the ground up. During his career he distinguished himself as a General Manager, Division President of Luxury Brand Group, and currently as a dealer principal. He brings his wide ranging experience of the retail automotive industry to PremierConnect supporting the vetting and selection of high value dealer programs.
With his expertise as well years of administering dealer programs, Tom brings a “dealers eye” view to Per4mance. Tom Gordon been a leader and visionary in the automotive business for decades and Per4mance Marketing is thrilled to have him on their team.
VP Dealer Programs
For the past 4 years, Steve has worked with over 100 dealers nationally to help them optimize productivity, efficiency, and increase sales throughout all dealership departments. As Vice President of Dealer Programs, Steve has worked directly with major Luxury OEM’s, like Mercedes-Benz, BMW, Maserati, and Ferrari on national programs to improve client retention and loyalty.
With Steve’s extensive “hands-on” experience with dealerships nationally, he brings a unique common sense “ground-up” approach to dealership operations and profitability. He enjoys brining his passion for the luxury automotive industry to dealer partners to help them drive retention, loyalty, and client satisfaction.
Ralph Fisher Bio
VP Retail & OEM Programs
Ralph had a long and distinguished 37-year career with MBUSA. Prior to joining PremierConnect, Ralph spent the last 7 years as the General Manager for the Customer Assistance Center for MBUSA. He was the GM of MB Manhattan, and served in various roles with MBUSA including: multiple Sales and After Sales positions within the North East-Southern-Chicago Regions, as well as, holding the role as GM of Vehicle Logistics and Distribution.
PremierConnect is extremely excited to have a person of his professional of his caliber as an executive and a business partner. We believe his unique level of expertise blends well with our team of luxury industry professionals and further strengthens our position as the “best-in-class” provider of luxury call center services.
Marcus joins the Premier Connect team with 4 years of experience in the automotive call center industry. He had his beginnings in business development and client support. More recently he spent 2 years as the National Director of Outbound Services. As such, Marcus was responsible for all aspects of his team including the development of new dealer programs and ensuring the highest level of customer care.
Marcus graduated with his B.S. degree in Marketing from Hampton University as well as his M.Ed. in Family & Community Services from Ashford University.
Our agents are virtually woven into the fabric of your dealership, providing your clients with real-time access to your employees to process all calls with maximum efficiency and professionalism.
Our highly skilled agents are well trained in your products and understand the nuances, complexities, and expectations of clients in the Luxury Automotive Market. We also provides additional agent training tailored for specific Luxury Brands such as Mercedes-Benz, BMW, Lexus, Audi and many brands.
Rest assured that all our call center agents are located inside the United States and we will not outsource any of your client services abroad.
Customer Support Specialist
Tim Pallay is truly a product of the automotive industry growing up within the dealership world. With a focus on Variable Operations Tim has established himself as specialist in business development, F&I and dealership processes. He spent over 10 years of his career working for some of the top stores in the Nation most recently as a General Manager.
Tim also has extensive experience working in the vendor world where he acted as Regional Director for a top ancillary product provider. Recently Tim has served as a consultant specializing in F&I Procedures, CEI/CSI and Processes for J.D. Power & Associates, BMW and Hyundai.
Our executive team is well versed in the Luxury Automotive Industry possessing a combined experience of over 150 (+) years of both retail and corporate knowledge with the Mercedes-Benz product line. Our client philosophy is centered on the belief that Luxury Brand Clients deserve and expect an exceptional client experience in both service and sales.
We believe in providing your clients with the highest quality service and recognize that a “Premium Experience” is essential in achieving top customer satisfaction scores and establishing strong client retention.
Prior to joining PremierConnect, Rocio worked 13 years as a Manager in Fixed Operations for a Mercedes-Benz retail and was responsible for managing all aspects of customer service & BDC Operations. She managed all customer facing personnel and was essential in driving customer satisfaction scores, client retention, business development, & providing a "Premium Client Experience”.
Rocio holds a B.S. in International Business and was MBUSA Master Certification from 2006-2013. She also has multiple certifications with MBUSA in Fixed Operations Management, Business Development & Marketing.
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