Responsibilities: • Managed project implementation strategy and coordination for all North American analysts and acted as escalation point for any issues arising from North American projects• Worked with development to confirm design, sprint planning, and testing of North American backlog items • Led all discussions around any 3rd party integrations for North American clients ranging from Rest API support and data transfers through SFTP to SAML configuration • Acted as the main product and business case expert for NA, encompassing all areas of operation from product configuration and technical integration, to account management and support, and pre-sales consultation • Constantly aimed to improve all areas of North American operations from initial client onboarding to post go-live support Accomplishments: • Led overhaul of complete process rework for all North American implementations • Helped guide existing and new business analysts through not only internal process rework, but also through a company acquisition and combining of multiple teams

Responsibilities:• Flagging bugs and defects and communicating with developers to resolve• Work with all project stakeholders to determine requirements and determinecreative solutions• Writing, implementing and documenting test cases• Writing custom SQL queries as well as database administration• Conduct exploratory testing to ensure overall product functionalityAccomplishments:• Led UAT of new integration between PBS and 6 other enterprise solutionsranging from car manufacturers to other dealer software providers• Assisted with design and testing of over 15 completely new features includingmobile application

Responsibilities:• Communicate with client dealership management to create training plans• Work with client dealership leadership and staff to gather requirements• Lead sessions to customize software with management from client dealers• After customization, lead sessions to train client’s staff on daily operations• Reviewed data to ensure continuity from previous dealer management systemsAccomplishments:• Lead distance training for over 75 individual dealers as well as onsite trainingduring initial go live week for over 40, many of these being the most complexdealers acquiring the software

• Supervise customer vehicles through pre-delivery process ensuring accessories were installed, vehicles were detailed and were fully ready for pickup• Complete customer instruction at time of pickup explaining all features and requirements of their vehicle• Provide any additional after sales support or instruction as customers require

- Responsible for supervision and day to day operations of valets and shuttle drivers- Communicated with multiple groups including customers and service advisors to coordinate and dispatch all service shuttles - Organized execution of special requests (ie. vehicle drop offs)- Received cars from customers and completed initial damage walk around and prepared vehicles for technicians along with completing minor matinence

- Resolve general client concerns such as billing issues or troubleshooting of services.- Acquire new clients and customize / order all necessary packages.- Working with clients to customize current packages to fit their needs.- Coordinate with multiple teams on a national level to ensure smooth experience for clients.- Resolve customer complaints and work to retain clients.