Constance Walker Email & Phone Number

Atlanta, Georgia, United States

The primary expert for all operational processes and procedures related to fleet management, impacting various fleet sales channels both directly and indirectly. Supports the Fleet & Alternate Sales Department through adhering/enhancing current processes and procedures. Sales support for internal stakeholders (i.e. Key Account Managers, MBUSA Field personnel) and external stakeholders (i.e. Fleet Management Companies, Customers, MB Dealers).

United States

* Provides leadership and training for a team of four Dealer Liaisons. Responsible for the implementation and success of Pre-Owned and Fleet Performance Programs (C3, Mercedes-Benz Certified Pre-Owned (MBCPO), Sprinter CPO and MBUSA Corporate Fleet).Act as subject matter expert for all questions that may pertain to the programs including dealer participation policies, procedures and results.Aid with the interview and hiring process while managing the workflow and training of new hires.Effectively coordinating shifts, assigning tasks, and optimizing staffing levels to ensure operational efficiency and meet business objectives.Thoroughly assess and evaluates the financial stability and credibility of potential corporate clients with company policies and regulations for Fleet Corporate Account incentive programs.Leverage data-driven insights to provide strategic guidance and support to dealers and field personnel, helping them make informed decisions and optimize their performance in areas of Pre-Owned/CPO sales, marketing, best practices, inventory management, and program compliance to achieve business objectives.Provide support for the administration of CPO Unlimited Mileage Warranty, CPO Unlimited Mileage Extended Limited Warranty, Pre-Owned Pre-Paid Maintenance, New Vehicle ELW, and New Vehicle Pre-Paid Maintenance service contracts.Reconcile billing disputes/reporting discrepancies detected or noted by dealers pertaining to Pre-Paid Maintenance, MBCPO Warranty or New Vehicle ELWs Billing and Payment reconciliation. Complete financial transactions by verifying, preparing and correcting transaction information.Contributed with the development of guidelines for the Mercedes-Benz EQ certified inspection process establishing standardized procedures and ensuring compliance with industry regulations in the inspection and certification of electric vehicles.

* Provided leadership and quality assurance for a team of eight Customer Service Representatives overseeing Inventory Risk Management products and solutions to the wholesale automotive marketplace.Achieved a record number of awards for Client Service’s “Circle of Excellence Presidents Club” for Quality Assurance, Availability, Voice of Customer, and Productivity.Provided ongoing coaching while managing team performance and productivity.Acted as an ambassador of DealShield to potential or existing DealShield customers, Manheim and Cox Automotive Group personnel and to third parties.Supported all IT system maintenance and enhancements, written and verbal communication both internally and externally, success in communicating on key performance indicators.QA (Quality Assurance) monitoring to identify common customer issues helping to increase our NPS Scores by nearly 8%, improving customer experience, and helping standardize the communication processes with customers.Efficiently documented information in all CRM platforms, while analyzing inquiries, escalations, and complaints via phone and email as the first line of support for current and prospective clients.Collaborated with other departments to keep clients informed of the status of open issues.

Atlanta, Georgia, United States

* Primary customer support for a vehicle remarketing service helping dealers and commercial clients achieve business results by providing innovative end-to-end inventory solutions.Multiple awards for Client Service's "Circle of Excellence" for Quality, Availability, Voice of Customer (NPS scores), and Productivity.Assessed and resolved in-lane and online auction (MBonDemand, OVE, D2D, etc.) issues via telephone and email support while accurately documenting client issues.Advised dealers of NAAA Auction arbitration policies and facilitated the resolution/negotiation between the two parties. Investigated and resolved transaction-related disputes.Utilized Salesforce.com for reporting, lead input, and customer performance reviews.Built and maintained solid relationships with new and existing clients.Provided ongoing mentoring, coaching, and training that focus on improving call center morale, performance, and employee retention to peers.Partnered with all parties informed of the status of open cases and worked closely with escalation.

Atlanta, Georgia, United States

* Account aging management, administration, delinquent account collections.Responsible for the recovery of over $350,000 weekly from delinquent client accounts, consistently exceeding established productivity and quality standards.Inbound/outbound customer service, account aging management, administration, delinquent account collection, payment management, and processing.Liaison between corporate accounting and client accounts payable departments.Conduct customer credit reviews and make recommendations for appropriate payment plans (i.e., UCL, check, cash, financing).Initial communication between the corporate o and Manheim's Sales and Dealer customers.Provides troubleshooting and timely resolutions for escalated customers' requests.Monitors progress on assigned customer service/collection issues and utilize all available resources properly to facilitate and provide timely follow up and accurate resolution to internal and external customers.

Norcross, Georgia, United States

* Responsible for acquiring, developing, and maximizing existing business across the U.S.Awarded "TOP 4" for Nationwide Business Development 4 years in a row.Head of developing the first formal National Account Management role and department, producing an additional average revenue of $3.4 million per month.Built and maintained strong customer relationships by dealing directly with Executive Decision Makers and identifying client's water filtration needs.Aggressively researched, pursued, and developed new business with marketing, sales, and strategic planning.Planned and facilitated meetings, conferences, marketing materials, and presentations for the VP of National Sales.Sales forecasting and market development for future sales and strategies Business-to-business outbound calling with CEO’s Senior Executives to schedule presentations for assigned Outside Sales Representative.Salesforce Sales CRM Solutions Training.

Greater Atlanta Area

*Managed customer accounts while establishing positive, strong client relationships • Provided customized magazine service for our client’s patient waiting rooms, university libraries, and beauty salons i.e. (JC Penny Salons, Yale University Library, Emory Medical Facilities…)• Resolved all customer service complaints by dealing directly with the magazine publisher and magazine vendors• Invoiced and organized client accounts• Adjusted billing according to renewal dates and services• Accounts Payable & Accounts Receivable Collections

Greater Atlanta Area

*Supervised the investigation, management, and disposition of claims within account, carrier and/or company guidelines and assisted in managing the Service Center.• Established and communicated performance standards, objectives, and conducted performance appraisals.• Administered corrective action with regards to any performance deficiencies in line with human resource policies and procedures. • Recommended and approved salary adjustments, promotions, transfers, and dismissals. • Administered all company human resource policies and procedures, communicates to staff, and ensures compliance. • Counseled team members on educational and job opportunities to enhance their career development’• Reviewed, analyzed, and assigned losses to the appropriate claim examiner with directives while ensuring workloads are balanced and in line with defined staffing models.• Reviewed files daily to provide instruction for further requirements needed based on best practice standards. Assists with reserve recommendations and approvals. Coaches personnel on investigations, damage/medical evaluations, trains on reserving evaluations and settlement techniques. • Ensured staff adheres to both internal and external compliance standards and protocols for large loss reporting guidelines. Attends and prepares staff for claim reviews with accounts, carriers and brokers.• Organized workflows of the Risk Tech Claim System and all ancillary systems to provide maximum productivity. • Trained new and existing staff in the operation and use of the Risk Tech claim system and other various systems.