Amy Thomas Email & Phone Number

Allen Park, MI, US

• Managed the communications, coordination, and execution of the Online Service Reservations (OSR) Program with internal partners, external suppliers, and Dealers; contributing to 12% growth in Online Service.
• Oversaw the relationship between CDK and Reynolds & Reynolds to ensure dealership readiness and performance within the Ford SMARTT Online Reservation System
• Supported bi-weekly Global OSR Speedboat Meetings and Executive Leadership Meetings with KPI updates and countermeasures for improvement for the U.S. Online Service Reservations Program
• Developed content and facilitated workshops at the 2023-2024 Ford Guest Experience Dealer Immersions and supported the 2023-2024 New Dealer Executive Conferences
• Maintained close collaboration with CX Field Operations Team to drive Market Area specific acceleration & action plans to increase OSR awareness and utilization at low performing Regions/Dealers
• Developed and lead National OSR Training, Field-Facing Office Hours, and Dealer Best Practice Sessions for the CX Field Team and Dealer Body to drive increased engagement and performance

• Managed and lead a team of 4 Sales & Inventory Specialists in the Atlanta and Charlotte Regions covering 282 dealerships
• Supported Sales & Inventory Specialists in achieving 100% of the wholesale objective selling over 36,000 units to dealerships in the Atlanta and Charlotte Region
• Coordinated and executed pooling inventory, launching, and balancing wholesale each month
• Created and distributed Wholesale Review Talk Sheets and Presentation Decks to support the Sales & Inventory Specialists conduct dealership conversations surrounding production, key vehicle line information, and.
• Worked with NAVL and local Plant/Ramp Contacts to manage Vehicle Delivery Inquiry and Vehicle Expedition Requests to assist specialists/dealerships manage inventory and customer satisfaction

• Implemented, launched, and sustained processes in key CX initiatives at the retail level to deliver best-in-class Customer Experiences and a loyalty focused culture
• Utilized and leveraged key internal and external data sets to drive improvement at the Regional and Dealer levels
• Analyzed current dealership processes, consulted and collaborated with Regional Sales & Service teams to recommend and execute improvements to elevate the Customer Experience
• Developed tools/resources for Zone Managers to utilize in consulting efforts to make valuable improvements on CX Initiatives at their dealerships
• Tracked, analyzed, and reported weekly analytics and KPI’s to Regional and Dealership Management

• Supported and lead a team of five Sales Zone Managers in wholesaling 29,000 vehicles to dealerships throughout the Atlanta Region achieving 100% of objective
• Collaborated with local Ad Agency to leverage Tier II offers in order to drive traffic to key vehicle lines such as Trucks/SUV’s and increase regional sales
• Built, ordered and coordinated 40+ vehicles for the Ford Display for the 2021 and 2022 Atlanta, Birmingham, and Knoxville Auto shows
• Managed $136k budget to organize and execute Q4 Regional Dealer Sales Contest

• Supported 14 dealerships in growing Customer Satisfaction, Sales Expectancy, Vehicle Sales, and Gross Profit
• Assessed dealerships current inventory levels, forecasted, and made strategic recommendations to increase Sales Velocity and Sales Expectancy resulting in exceeding zone sales objectives at 106%
• Developed a tool for the Southeast Market Area Zone Managers as the Mach-E Subject Matter Expert to support dealerships in staying compliant and up to date on EV Requirements
• Exceeded 2018 – 2020 NADA Attitude Score Objective for the Winter and Summer Survey on “Sales Contact is Helpful” resulting in the highest score in the Atlanta Region

Metro Atlanta

• Supported 23 dealerships in growing Customer Satisfaction, Retail Parts & Labor Sales, Dealer Parts Purchases, and Finance Penetration on Extended Service Contracts
• Assisted Dealership Management in executing Service Department Events and Promotions to drive retail traffic on key product lines
• Completed Dealership analyses on customer attitude in order to change processes resulting in increased Customer Satisfaction scores/overall experience in the Service Department
• Awarded Zone Manager of the Month in February 2017

Alpharetta, Georgia

Greater Atlanta Area

Tasked with a project to increase the digital presence and consumer awareness on Ford's Quick Lane Tire & Auto Center locations in the Southeast Market Area (Georgia, Alabama, North Carolina, South Carolina, Eastern Tennessee, and Florida). Assisted Quick Lane Management with improving their visibility by claiming their business on search engines such as.

Bachelor Of Arts (B.A.), Marketing

Bachelor'S Degree, Marketing, Sales Communication Specialization, Senior

Activities and Societies: Delta Sigma Pi, Global Sales Leadership Society