
Partner and Trainer, C&M Coaching
A passionate expert in phone skills and internet leads since 2010, Maggie Pugesek specializes in crafting customized word tracks and processes tailored to each dealership’s unique needs. By leveraging customer psychology and rapport-building techniques, she helps teams convert more sales calls into appointments and works to maximize call efficiency and success in collections departments. At her company, C&M Coaching, Maggie focuses on improving call quality across Sales, BDC, Collections, and Service departments. She also shares her expertise through her podcast, Elevate with C&M Coaching, offering free training and actionable insights. A sought-after speaker, Maggie has presented at NIADA and State dealer conferences, Buy Here Pay Here United, Dealer Used Car Week, Compliance Unleashed, and to dealer 20 groups of all sizes - dedicated to helping dealers improve performance and drive industry success.
Workshop Speaker
Training and How to Manage Leads
Session Panelist
Balancing AI and Human Relationships in a Digital World
Breakout Session Presenter
Shut Up & Take Their Money: How to Streamline Collections, Maximize Efficiency, and Give Your Team the Time to Focus on What Matters
Discover how leveraging text-based communication can minimize customer frustration while enabling collectors to focus more on high-priority delinquent accounts. We'll listen to real collections calls, highlight the mistakes made and review text messages that are designed to simplify your collections process. Attendees will leave with practical strategies they can implement immediately to increase operational efficiency, reduce stress on their collections teams, and drive better results for both their borrowers and their business.
In this session, we will review real scenarios and phone calls from frustrated customers and see how utilizing text could've prevented or deescalated the situation to improve collections numbers.

C&M Coaching was started with a desire to rid the world of poor Sales, Service and Collections calls.
With over 25 years of experience in the car business, we have worked in just about every role a dealership has. This fact affords us the knowledge and background to work with your team on issues and problems they deal with on a daily basis within the different departments of a dealership.
Partner and Lead Trainer, Maggie Pugesek, has had several articles and blog posts featured in Used Car Dealer, Buy Here Pay Here Magazine, Driving Sales & Linked In. She has also spoken at multiple NIADA conventions and to Dealer 20 Groups, regarding Call Quality, Phone Sales Techniques, Internet Lead Conversion, and Compliant Collections Phone processes. We are experts in our field and have created an easy way to train your Team on how to have "The Perfect Call".
C&M has hundreds of customers all over the US. Our Performance Coaches are the best in the business and have the experience to help make your team successful. We have comprehensive training programs for Sales, Collections, Service, Parts, and Receptionist Teams. No staff is too big or small for us to handle.








