Anisha Belk Email & Phone Number

• Develop and execute detailed oriented project plans and deliverables.• Day to Day management of customer accounts as the single point of contact (SPOC) andmaintaining stellar relationship with clients, Ford Pro cross functional team membersand key stakeholders within Ford Mobility.• Manage new customers onboarding needs, from contract signing to product education while ensuring customer metrics/targets are being achieved. • Lead vehicle connectivity for customer to ensure fleet performance while maintaining theaccurate fleet counts.• Be the conduit of communication for the Ford Pro Business Center to Ford Pro Sales withonboarding steps.• Provide Voice of the Customer Feedback on Ford Pro Products (functionality andcustomer’s needs) to the Ford Pro Engineers and Development Team.• Month end invoicing and billing support as needed.• Monitor Contract Management reports in CRM and support resolutions.

United States

Detroit Metropolitan Area

Allen Park, Michigan, United States

• Take inbound calls/chat from Ford members, specialized partners and dealerships regarding issues or concerns with the FordPass app or vehicle quality.• Diagnose technical issues of the FordPass app.• Submit and update escalated cases regarding FordPass Rewards or technical difficulties with the FordPass app.• Fully document each interaction within allotted timeframe.• Partner with other departments to resolve issues within a timely manner.• Provide insightful teaching and guidance of the FordPass app and its multitude of features while owning the member experience from the beginning to the end.• Navigate thru a multitude of screens and programs to ensure all required information is available in order to come to best conclusion.• Understand and apply policies and procedures associated within the department.• Use every call/chat interaction to guide members thru an exceptional experience.

Southfield, Mi

• Manage and monitor all installed systems and infrastructure for theorganization to be in line with company guidelines and standard operatingprocedure.• Assist in coordination of various team testing and evaluating for thedevelopment of design and its implementation of the best output.• Install, configure and test operating systems, application software, andsystem management tools.• Ensure the highest level of systems and infrastructure availability.• Implement warranty and support activities.

Southfield, Mi

• Manage the successful completion of both goodwill and legal compliance vehicle repurchase claims.• Process, approve or deny claims in accordance with program guidelines.• Demonstrate a keen understanding of California’s Lemon Law guidelines.• Respond to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service. • Leverage multiple communication channels to aid in the completion of assigned claims.• Resolve case escalations and client requests.• Maintain professional relationships with customers ranging from dealership to retail customers.• Access and update secured or sensitive data in internal and external databases.• Track status of claim documentation received and processed.• Understand and apply policies and procedures associated within the department.• Provide assistance and support to department personnel, as required.

Southfield, Mi

• Met and maintained the required daily production standards of 67 display ads and 95 in-column ads for the AT&T yellow pages.• Proofread and edited ads for proper grammar, correct spelling of text, and correct spelling of company’s name, address and contact information, while maintaining a 98-99.9% accuracy rate.• Achieved cost savings by 28%, reducing claims from $1.5 million to $495,000 in 2011 and 2012• Designated as lead quality analyst on rush work.• Made sure all the text, photos and illustrations adhere to the ever changing standards and regulations.• Concisely wrote, in detail, any error that needed correction and redirected ads back to the appropriate work stations for correction.• Investigated and responded to customer’s claims.• Compiled, ran and maintained production reports.• Met printer deadlines as required. • Served as management substitute when needed.