Adam Wald Email & Phone Number

United States

Warren, Michigan, United States

•Led the daily operations of 125+ Employees across five Business Units that provide omni-channel White Glove support to Cadillac owners throughout their vehicle lifecycle•Exceeded performance delivery of Customer Satisfaction, Sales, and Efficiency related metrics.•Led significant YoY growth in all Customer Centric Metrics including Csat (+10.5%) and NPS (+10.9%)•Created and launched new customer initiatives designed to elevate White Glove customer experiences

Warren, Michigan, United States

•Led GM Supplier Team’s execution of sales deliverables selling OnStar Subscription Sales after customer vehicle purchase•Created new onboarding strategies for five sites, growing data sales 6% and auto renewal 3% YoY•Launched a brand-new onboarding experience in the advisor channel for Cadillac LYRIQ and a new emergency service product, called Guardian Skill

Warren, Michigan, United States

•Led GM Supplier Team’s execution of customer experience deliverables related to customer satisfaction, quality, and staffing across multiple Get Help Contact Center lines of business•Executed the launch of the new GM Rewards Contact Center •Partnered with cross-functional product teams to create new solutions for backlog of unresolvable OnStar issues resulting in a reduction from 9,000+ issues to lowest in history at under 2,000

Warren, Michigan, United States

•Led GM Supplier Team’s execution of customer experience deliverables for customer concerns related to vehicle repair, cost assistance, and warranty concerns•Led Green Belt project that resulted in GM investing in additional resources to reduce Team Lead: Advisor support ratios from 16:1 to 12:1 which resulted in 25% increase in customer satisfaction scores

Farmington Hills, Michigan, United States

• Managed 50+ Advisors providing multi-channel customer support for Google’s SMB AdWords advertisers• Successfully led the launch of three different pilot programs for Google AdWords that enhanced the customer experience and led to increased revenue opportunities for our site• Led weekly client facing meetings and business reviews to discuss KPI targets, insights into where performance is trending, and action items to address areas of opportunity

Farmington Hills, Michigan, United States

• Direct supervisor for a team of online specialists that provide customer service via phone, chat, and email• Main duties include evaluation of agents’ performance, advocating on behalf of agents to upper management, analyzing feedback from customers and coaching on areas of improvement, developing action plans, and empowering agents to grow within the company• Special projects and day to day operations involved direct communication with the client to constantly improve and implement new ideas

•Coached online specialists on complex AdWords performance queries ranging from remarketing, merchant center, and video campaigns. Provided answers and messaging for these difficult problems•Trained and developed new team members as they entered our team. Responsible for acclimating new specialists to company systems and processes

Farmington Hills, Michigan, United States

•Assisted advertisers with their Google AdWords accounts and associated products via inbound phone. •Finished with the highest stacked ranking of Exceeded Expectations (top 20% of all employees) every month while on inbound phone support