Prospected for clients with ability to sell damaged vehicles or heavy equipment to purchase and sell vehicles for profit at auction. Managed entire prospecting, purchase, and resale process, including identifying customers, purchasing vehicles and acquiring titles, and selling at auction. Led team of 6 sales representatives. Grew customer base from 2 to 30 and boosted revenue by 500% after joining struggling startup, tasked by owner with expanding customer base and identifying sources to purchase vehicles to flip for profit. Increased purchase rate of cars bid upon from 6% to 19%, identifying factors hindering purchases, introducing more effective bidding process, and implementing processes to follow up on all bids

Served as primary contact for major account Berkshire Hathaway Automotive (BHA). Cultivated relationships with 54 BHA Collision Shop managers across US to facilitate positive customer experiences. Collaborated with Enterprise branch managers to streamline processes and worked with BHA and Enterprise leadership to develop and implement best practices for both companies. Drove 11% year-over-year account revenue increase by optimizing processes to improve customer experience, facilitating cooperative efforts between Enterprise and BHA. Delivered increase in proprietary ARMS Automotive software usage by BHA from 57% to 90%, persuading BHA leadership of value and gaining leverage for wide-scale acceptance through presentations and networking, as well as meetings with BHA managers that did not adopt product. Spearheaded project to minimize bad debt and collect $500K in outstanding receivables from account, collaborating with BHA CFO to reduce current debt and streamlining payment process for both companies; action resulted in payment or write-off of all past due items, decreasing bad debt to zero within 12 months.

Managed business relationships between Enterprise and various insurance accounts, repair facilities, and internal branches, leading team of 40 that included 3 account specialists and 20 account representatives. Defined and executed marketing strategies to grow business within key accounts. Oversaw call center management, accounts receivables, dispute resolutions, and customer service, performing process analyses to identify opportunities to enhance operations and created outstanding customer experiences. Developed and trained team, empowering and equipping staff to perform with excellence. Reversed decreasing customer service scores by redesigning rental processes to decrease transaction time, allowing customer to acquire rental with a valid insurance claim number and small deposit rather than waiting to fully set up direct bill with customer’s insurance company, leading to 3% increase in customer satisfaction scores; implemented strategy later with other key accounts. Partnered with key account leadership to decrease above-average length of rental, implementing training, streamlining processes, improving communication, and hiring additional staff to successfully reduce length of rental from 13.5 days to 12 and annual cost to partner by $750K Increased team retention rate to consistently 80%+ and maintained at 89% for 3 consecutive years by implementing career development plans and performance incentives, including flexible schedules, team outings, and relaxed dress code. Engaged on-site with new partner at leadership’s request to create workflow to effectively meet needs of business partner, insurance companies, and Enterprise, collaboratively developing processes and training Enterprise and partner staff; partner experienced award-winning customer service scores and 17% revenue gain over following 2 years and Enterprise achieved 20% account revenue gain and earned contract renewal with customer

Oversaw thirty person Call Center. Both management and operation from ground up including: interviewing, hiring, training, coaching, reporting and quality assurance auditing. Designed and developed efficient workflow strategies to increase call back completion percentage by over 20%. Created reports and collaborated with executive team to show individual and team metrics were exceeded leading to a 10% growth in revenue. Identified training opportunities and conducted weekly training sessions for all employees.