Triaged ongoing customer issues and worked with cross-functional teams to produce resolutions as quickly and efficiently as possible.- Identified 5 major customer pain points by conducting research and analyzing customer feedback (J.D. Power) to identify new requirements to improve product quality for end users.- Facilitated resolution of incidents by coordinating with cross-functional teams with a 24-hour customer response time to ensure minimal impact.- Calibrated the top 3 uncalibrated devices in the market by collecting data on device usage to provide the most up-to-date mobile app performance for customers.- Increased productivity in the Feature Systems space by actively engaging in feature systems engineering training and supporting in-person vehicle testing for the Phone as a Key feature.

Drove innovation by working with the SMEs and other business stakeholders to prioritize, plan product roadmaps, and deliver software that met best-in-class customer experiences for the FordPass mobile app.- Strong decision-making skills to improve product quality by defining & measuring metrics (Splunk); using metrics to update user experience that increased app follow-through by 25%.- Charged with providing user acceptance approval, created, implemented, and performed test cases for 20 software releases to ensure go-to-market success in 19 months.- Partnered with external teams to ensure accurate information was gathered and maintained in a backlog allowing the software development team to balance and complete backlog tasks for two FordPass products using Agile methodology in a timely manner.

Defined product and market requirements for upcoming call centers by collecting business requirements, estimating project costs, and prioritizing projects for global teams.- Managed the transition of 100% of global call centers to remote work, involving 50+ sites, a team of 3 AT&T engineers, and 5 telephony engineers, in 1 week during the COVID pandemic.- Consolidated and validated client data to facilitate the migration of 4 call managers to minimize technical debt allowing for a more robust network.- Assigned with improving employee productivity, created documentation and actively trained team leads of 100% of the global call centers on new telephony technology.

Managed internal communications activities for Ford Motor Credit Company's global Information Technology (IT) team. Directly supported the Vice President of IT by evolving a monthly business plan review featuring internal and external issues & technologies.Built a collaborative culture by planning quarterly company anniversary and team recognition events. Distributed bulk mail to IT department employees to keep up engagement and awareness of ongoing company events.Plucked from incident manager role to fill a void in the Strategy, Planning & Communications department due to impressive advisory submissions.Supported data collection to update a monthly business plan review for IT executives to ensure they had up-to-date knowledge on all ongoing projects. Produced timekeeping reports and verified all timekeeping was updated by IT employees to validate project time estimations.

Produced global IT advisories for Ford Motor Credit Company.Revitalized metrics to track global IT incidents to increase transparency and pinpoint where improvements could be made to reduce advisories. Wrote and distributed global IT advisories in simple terms, to be distributed to business and IT colleagues alike, informing of any outages, service & data degradation, and informationals.

Customer service, cash handling, sales of merchandise