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Skills

  • Relationship development
  • Customer retention strategy development
  • Root cause analysis
  • Dealer support and account management
  • Business operations
  • Business process re-engineering
  • Customer satisfaction score (NPS/CSAT) improvement
  • Organization
  • First-call resolution strategies
  • Problem resolution

Work Experiences

  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Assessed dealership feedback and proposed improvements that slashed overall operational costs of support by $16 annually.
  • Assisted in the creation of metric procedures.
  • Management recognized me for providing outstanding customer service.
  • Authored the dealer support guidebook.
  • Achieved a 29% reduction in support inquiries.
  • Used the metric register system to ring up customer purchases, process payments, and issue receipts.
  • Organized displays and stocked shelves to draw customers' attention to specific items.
  • Assessed dealership feedback.
  • Achieved a 59% conversion increase.

Summaries

  • Client relations Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Actively contributed to support initiatives.
  • Looking forward to taking on a new challenge with a successful team.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Desire to apply previous experience to a new role with Northwind and have a long-term positive impact on the company's operations.
  • Procedure, standard, and system are all available.
  • Communicative and team-oriented, with ServiceNow expertise.
  • With excellent interpersonal and organizational skills, I am focused, hardworking, and punctual.
  • With hands-on experience, eager to learn new skills and advance knowledge.

Accomplishments

  • Earned CPA while simultaneously developing workflows that reduced repeated dealer issues by 59% within the first 10 months.
  • Enhanced system integration processes between CRM and dealership networks, leading to an 34% increase in data accuracy and faster analytics reporting.
  • Improved support process efficiency, resulting in a 83% decrease in ticket escalation rates from dealership partners in the Midwest.
  • Initiated a process optimization project that decreased the average ticket resolution time by 14 minutes, contributing to an improved customer experience.
  • Established predictive analytics for dealer inquiries, resulting in proactive issue resolution and improving dealer satisfaction by 66% within 15 months.
  • Co-developed a dealer service portal that reduced manual intervention by 20%, saving the team 10 hours of work per week.
  • Optimized dealer communication channels using Jira, lowering miscommunication rates by 51% and improving ticket response accuracy.
  • Achieved Service-Level Agreement (SLA) compliance in 20% of reported dealer issues, boosting department’s response efficiency in under 12 weeks.
  • Served as the lead for support team restructuring, cutting down dealer inquiry response times by 64% and facilitating real-time communication.
  • Achieved Top Performer for consistently exceeding dealer support benchmarks and maintaining a satisfaction rating of 43% for 2 quarters in a row.

Affiliations

  • Member of the Dealer Support Forum, collaborating with industry peers to improve support communication through newsletters and client outreach.
  • Member of the Global Automotive Support Association, focused on training and mentoring dealer support specialists since 2015.
  • Member of the Automotive Operations and Support Executives Association, focusing on the development of scalable dealer support programs.
  • Contributor at the Customer Success Network (CSN) since 2017, specializing in dealer incentive programs and client satisfaction optimization.
  • Affiliated with the Customer Retention Management Group since 2019, contributing insights on customer engagement within dealership support environments.
  • Joined the Society for Process Improvement Professionals in 2016, focusing on reducing dealership complaint escalations by using process optimization techniques.
  • Affiliate of the National Association of Automotive Support Managers, specializing in skills focused on dealer satisfaction and complaint resolution.
  • Active participant in the National Automotive Service Task Force, focusing on escalated issue management and support ticket reductions since 2020.
  • Part of the Customer Experience Professionals Association (CXPA), specializing in improving dealer and client relationships since 2024.
  • Member of the Association for Support Professionals (ASP), regularly contributing to discussions on dealership experience optimization since 2022.

Certifications

  • Microsoft Office Specialist (MOS)
  • Certified Sales Operations Professional (CSOP) - Summit Group
  • Project Management Professional (PMP)
  • Certified Automotive Warranty Administrator (CAWA) – Lakeside Partners
  • Certified Dealer Network Specialist (CDNS) – Vantage
  • CRM Implementation and Workflow Specialist – SAP
  • Certified Sales and Customer Service Professional (CSCP) – Brightline
  • First Aid/CPR
  • Google Certified Professional Cloud Architect
  • Automotive Sales and Service Certifications – Lakeside Partners

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