Damon Carter Email & Phone Number

California, United States

California, United States

Walnut Creek, Ca, Us

Planned, 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.

Walnut Creek, Ca, Us

Developed, 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.

Walnut Creek, Ca, Us

Delivered 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.

Phoenix, Az, Us

Led 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.

Phoenix, Az, Us

Product 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.

Phoenix, Az, Us

Partnered 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.