Damon Carter Email and Phone Number
▶️ Who I AmDynamic and innovative leader expert in strategic growth and sustainability who brings extensive experience in:► Talent Development► Business Process Improvement► Logistics & Supply Chain Management► Cost Reduction, Revenue Generation, and Expansion▶️ What I Will Do► Bring a wealth of diverse talents to the table as well as a drive to continue growing throughout my career► Lead multiple transformational projects from the business and technical sides, managed multi-million dollar P&L's, directed third party relationships, and field operations►Drive the organization to move forward and deliver results to our customers and executive leadership▶️ What I Have DoneProud of the recent launch of Salesforce, and Bringg, significant milestones in the organization's history and revolutionized how we manage customer relationships and drive business values► Salesforce and Bringg are cutting-edge technologies that allow our team members to focus on our members by automating the manual tasks of our call center teams► The project scopes were extremely large impacting over 2,500 team members/contractors and 4M service requests annually for our members► Met directly with senior leadership to provide updates throughout the projects and identified risks and solutions to keep the projects on track► Led multiple transformational projects from the business and technical sides, managed multimillion dollar P&L's, directed 3rd-party relationships, and run field operations▶️ How I Do What I Do► Identify new solutions/technologies to increase production, customer satisfaction, and reduce expenses► Large organizations may tend to retain processes that are built on antiquated technologies that prevent them from being efficient and more productive► Results: slow adoption of new technologies, increased expenses, and decreased production▶️ What Makes Me Unique► Bring a wealth of diverse talents to the table combined with the drive to continue growing► People leader with the ability to influence my peers, business partners, and executive leaders► History of continuous improvement and business development► Experience ranging from IT Ops, Business Ops, and Field Ops► Expertise in implementing large transformational projects► Manage multi-million dollar income statements (P&L)SpecialtiesFiscal Restraint ♦ Business Acumen ♦ Strategic Thinking ♦ Leadership ♦ Plan & Organize Influence & Lead ♦ Risk Avoidance ♦ Strategic Planning ♦ Continuous ImprovementLet’s Connect!✉ Carter.Damon78@gmail.com☎ 602.769.9356☛ www.linkedin.com/in/damoncarter00
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Senior Director, It ApplicationsAaa Mountain West GroupCalifornia, United States
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Director, It ApplicationsAaa Northern California, Nevada & Utah Sep 2021 - PresentWalnut Creek, Ca, UsPlanned, organized, executed technology functions for Road Service division and telecommunications across NCNU.• Pilot implementation and maintenance of all computer systems: advised managers on use of IT systems to fulfill organizational goals. • Deliver seamless experience for teams and AAA members by ensuring solutions meet business needs and exemplified modern technologies.• Key strategist and decision maker for architecture, design, and delivery of solutions, and as partner with executives and business subject matter experts.• Upgraded AAA digital footprint by implementing new Salesforce system administration to replace a 25+ year old legacy system to take advantage of modern technology. • Value-added dispatch automation 20% through improved call assignments and system visibility in collaboration with Service Delivery strategic partner Bringg.• Enhanced security by implementing telephony denial of service solution to ensure voice channels remained available for members when requesting service. • Improved call intake automation for Road Service division 30%+ via enhanced call flows and data integrity.----Key Projects: Salesforce & Bringg Launch: Led technical teams and partnered with business partners, Communication and Training teams to ensure fulfillment of target milestones. Kept project on track by identifying risks and solutions and communicating regularly with senior leadership. Result: Impacted 2,500 team members, contractors, and 4M yearly member service requests. Revolutionized customer service management and how we drove business values. -
Director, Road Service OperationsAaa Northern California, Nevada & Utah May 2018 - Sep 2021Walnut Creek, Ca, UsDeveloped, executed, and managed multi-disciplinary projects to support efficiency and effectiveness of Road Service Network linking business case development, process improvement, and personal development.• Achieved $7.4M through automation, training, and policy enforcement by leading cost saving measures. • Boost member satisfaction and engagement by implementing enhancements across multiple Road Service platforms, including Bringg, AAA Mobile App, On The Way (service tracking), and Riptide (real-time SMS).• Formed Special Investigative Unit to investigate suspected cases of fraud, and misuse and abuse conducted by members and contract facilities. • Consolidated contracts, compensation models, and policy guides across 7 states impacting 600+ service providers and $240M in annual expenses.
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Manager, Ers Payment OperationsAaa Northern California, Nevada & Utah Feb 2017 - May 2018Walnut Creek, Ca, UsDelivered direct oversight of all Club Fleet and Contractor payments totaling $250M in annual expenses. Assured payment accuracy on annual 3.3M road service requests in partnership with key business stake holders. • Revised interclub billing related to road service requests and reduced manual processing by working with key business owners. • Reached $7.5M in club savings over 2 years by implementing auditing process.• Streamlined department processes and increased payment accuracy to service providers by leveragingautomation.
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Manager, Emergency Roadside Assistance Administrative OperationsAaa Arizona Oct 2014 - Feb 2017Phoenix, Az, UsLed all administrative and operational services for Emergency Roadside Service (ERS) division: quality assurance, payment processing, systems oversight, Club Fleet/Contractor communication systems, and ERS technical systems. • Directed 2 largest ERS business-to-business clients contributing $500k+ in revenue, and ran ERS program, including billing, collection, and reporting. • Ensured exceptional member experiences at the most efficient cost by providing programs, systems, processes, and hardware to support ERS delivery chain. • Directed complete redesign of facility payments’ audit procedures that boost revenue 275% and expandednumber of reviewed calls 91%; managed all Club Fleet and Contractor annual payments totaling $37M.----Key Project: Introduced GPS enabled dispatching system allowing service technicians to receive and view calls on mobile devices. Result: Piloted number system redesigns focused on uplifting the overall customer service experience and raising member satisfaction. -
Battery Services Product ManagerAaa Arizona Aug 2013 - Oct 2014Phoenix, Az, UsProduct owner for AAA Arizona’s fixed site and mobile battery program throughout Arizona. Executed business operations: strategic planning, customer service satisfaction, cost per call, and damage/complaint resolutions.• Managed cross functional teams focused on reducing costs, increasing quality, and service channel redesigns by analyzing service call life cycles.• Managed network of 8 mobile and 12 fixed site Battery Service Providers representing $2.8MM in net revenues. • Identified changes in work scope and ensured completion of planning measures with internal/external clients to reassess, renegotiate, and amend scope of battery requirements, proposals, contracts, and budgets.
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Field ConsultantAaa Arizona May 2007 - Aug 2013Phoenix, Az, UsPartnered with independently owned and operated small business owners throughout Arizona to provide roadside assistance coverage to AAA members. Oversaw network of 37 independently owned service facilities in providing quality service 800k+ AAA Arizona members, and 51M members nationwide.
Damon Carter Education Details
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Arizona State UniversityAnd Supply Chain Management
Frequently Asked Questions about Damon Carter
What company does Damon Carter work for?
Damon Carter works for Aaa Mountain West Group
What is Damon Carter's role at the current company?
Damon Carter's current role is Senior Director, IT Applications.
What schools did Damon Carter attend?
Damon Carter attended Arizona State University.
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