Concetta Lashier Email & Phone Number

Merritt Island, Fl, Us

United States

United States

Responsible for overseeing and optimizing the customer experience for 43 authorized Ford Dealerships. Ensure success with Remote Experiences such as: Pickup & Delivery, Mobile Service and Online Service Reservations.• Develop and implement strategies to enhance the customer experience.• Driving initiatives to improve overall quality of repairs and sales events.• Analyze customer surveys regarding their repair or purchase to identify areas of improvement. • Collaborate with cross-functional teams to address process concerns.• Monitor Key Performance Indicators.• Covered a vacant zone for CX Zone Manager support.• Lead the region in most dealership enrollments.• Troubleshoot Dealer Management Systems (DMS) remotely. • Create reports to track dealership enrollment and performance across each zone. • Analyze Repair Orders for coding issues.

United States

Responsible for managing and optimizing the Sales & Inventory processes for 77 authorized Ford and Lincoln Dealerships. • Monitor and analyze sales trends.• Manage inventory levels. • Manage and approve wholesale for each dealer.• Audit dealership order banks to ensure retail orders are scheduling in a timely manner.• Submit and schedule specialty vehicle orders to the Region on behalf of the dealer.• Communicate commodity restrictions on retail and stock vehicle orders.• Communicate plant and ramp vehicle damage to impacted dealerships.• Build and maintain effective relationships with the Regional, CX, Service Performance and Sales Performance Managers.

United States

Responsible for overseeing, guiding, and coaching a team of 8-15 individuals of diverse backgrounds to achieve operational excellence and meet performance objectives. Additionally, play a key role in communicating organizational goals and initiatives to the team, as well as representing concerns, feedback, and metrics to upper management. • Monitor and track key performance indicators.• Foster a positive and collaborative workspace, while promoting teamwork and effective communication.• Track vehicle software issues for engineers and the client. • Create reports to track individual employee scores throughout the calendar year.• Conduct annual performance reviews. • Approve and adjust employee timecards.• Track employee aux usage. • Issue corrective action and performance improvement plans as needed.• Collaborate with HR to ensure employee well-being and success.• Manage service level.• Create new and edit current process to ensure consistent training across departments. • Collaborate with cross-functional teams to ensure consistency in process and identify areas of improvement.

Melbourne, Florida, United States

Field inbound and outbound calls from Ford, Lincoln, and Mercury customers who have received notices regarding the Takata Airbag Inflator Recall. • Ensure authorized Ford dealers have the parts to complete the required service prior to the appointment. • Remind customers about their upcoming appointment.• Document all customer and dealer interactions in the CRM.• Promoted to Subject Matter Expert (SME) within 6 months of hire date.• Identify and escalate priority issues as needed.• Collaborate with internal teams to ensure consistent information is provided to customers.• Persuade dealers to offer Mobile Service and Pickup & Delivery. • Troubleshoot system issues remotely. • Complete critical and time sensitive projects under minimal supervision. • Supervise multiple teams when requested by Team Leads and Upper Management.