Charles Devine Email and Phone Number

I will serve as a crucial resource for the Market Area Manager, specifically focusing on all Fixed Operations-related matters. The primary responsibility will be to lead the development and implementation of business plan strategies aimed at enhancing Wholesale and Retail Parts, Accessories, and Ford-Lincoln Protect channel sales within the Market Area.

• Created and maintained the national CX Performance Reporting that allows a single click analysis of Net Promoter Scores (NPS), FordPass, Mobile Service, and Pick-up & Delivery (PDL) insights.• Continuously meets or exceeds urgent deadlines with exceptional data analysis by data mining, transforming and reporting for a fortune 500 company (Ford).• Designed and administered Field Recall Reporting, harnessing real-time vehicle allocation data analysis to efficiently expedite 'delivery… Show more • Created and maintained the national CX Performance Reporting that allows a single click analysis of Net Promoter Scores (NPS), FordPass, Mobile Service, and Pick-up & Delivery (PDL) insights.• Continuously meets or exceeds urgent deadlines with exceptional data analysis by data mining, transforming and reporting for a fortune 500 company (Ford).• Designed and administered Field Recall Reporting, harnessing real-time vehicle allocation data analysis to efficiently expedite 'delivery holds' on new vehicles, ensuring swift compliance with national recall protocols.• Proactively engaged with zone and operations managers to refine business requirements, resulting in more targeted solutions and a reduction in project scope creep.• Developed and deployed a refined Dealer Business reporting system using Excel VBA, directly resulting in a 15% increase in national dealer profitability year-over-year.• Provided expert knowledge in call routing strategy working collaboratively with other analysts through targeted data collection and reporting.• Optimized client dashboard functionality as a SME process expert, enhancing data accuracy and driving a 5% increase in data utilization by executives for strategic planning.• Translated complex report analyses into actionable strategies for management, driving continuous operational improvements.• Played a pivotal role in shaping Ford management's CX strategies, with direct impact on core business priorities for zone managers. Show less

• Boosted client revenue by 15% year-over-year and cut data processing time by 25% with in-depth market and competitor analysis.• Developed real-time reports and tracking systems that reduced response time to customer inquiries by 40%.• Enhanced accuracy of financial reports by 30% through streamlined accounting processes and trend analysis for incentive planning.• Reduced time spent on data entry and reporting by 20%, increasing overall team efficiency with the introduction of… Show more • Boosted client revenue by 15% year-over-year and cut data processing time by 25% with in-depth market and competitor analysis.• Developed real-time reports and tracking systems that reduced response time to customer inquiries by 40%.• Enhanced accuracy of financial reports by 30% through streamlined accounting processes and trend analysis for incentive planning.• Reduced time spent on data entry and reporting by 20%, increasing overall team efficiency with the introduction of automated systems.• Presented weekly reviews to clients, detailing performance, insights, and recommendations, leading to stronger business relationships. Show less

• Pioneered comprehensive training programs for Customer Service Managers, resulting in a notable 30% reduction in response times, a 40% decrease in unnecessary parts orders, and a substantial 20% increase in customer satisfaction ratings.• Collaborated with logistics professionals to expedite backordered parts to ensure timely repairs of downed vehicles resulting in happy clients and reduced buyback cases• Served as a resident expert for technical & parts-related queries, providing… Show more • Pioneered comprehensive training programs for Customer Service Managers, resulting in a notable 30% reduction in response times, a 40% decrease in unnecessary parts orders, and a substantial 20% increase in customer satisfaction ratings.• Collaborated with logistics professionals to expedite backordered parts to ensure timely repairs of downed vehicles resulting in happy clients and reduced buyback cases• Served as a resident expert for technical & parts-related queries, providing hands-on support for complex technical issues and reducing resolution times by 25%.• Orchestrated repair solutions with engineering, leveraging client feedback and testing unpublished programs for innovative resolutions, resulting in a 15% decrease in product recalls.• Delivered compelling monthly business reviews for technical and parts reporting, showcasing key achievements, customer feedback trends, and recommending targeted improvements, contributing to a 10% increase in parts sales. Show less

· Implemented a technical escalation process form to improved department workflows which tripled output efficiency.· Processed prior approval request for repairs performed on company lease, customer extended service plan, and fleet vehicles.· Identified when requested repairs were covered under other warranties, service contracts, improper previous repairs, or pre-existing conditions.