Elevated retail operations through detailed performance analysis and strategic improvement plans.Developed training content and learning experiences to be engaging and impactfulAssessed key performance indicators to identify efficiency enhancements within dealer operations. Created tailored plans based on rigorous benchmarking against industry standards.Leveraged industry best practices to mature the customer experienceProvided ongoing support and strategic advice remotely to ensure plan adherence and success.Conducted follow-up assessments to ensure effective implementation and identify further improvement areas.Worked with all levels of the organization to foster their success

Transformed Kia’s customer experience with a focus on putting the client first.Developed and presented comprehensive customer experience training modulesLed comprehensive training initiatives enabled the audience to understand and retain the informationEducated dealership personnel on advanced EV sales strategies and technological benefits.Enhanced dealership understanding and customer communication on EV charging infrastructure. Facilitated the design and delivery of high-quality materials that could be refined and adapted as needed

Led the nationwide rollout of Toyota’s innovative digital retail platform, enhancing sales operations.Held discovery workshops to determine user efficiencies Constantly used data analytics and visualization to find key areas of improvementMonitored platform performance and led monthly follow-up sessions to drive retention and resolve issues. Developed and implemented continuous improvement measures to enhance platform usability and effectiveness.Provided expert guidance and support to dealership personnel throughout the implementation process.

Directed regional customer experience and EV training for dealership personnelFacilitated in-person and virtual training sessions focused on luxury customer experience and product knowledgeDeveloped content for luxury EV comparisons and Volvo’s advantagesSupported new EV and Hybrid vehicle launches with trainings to enhance the introduction to the marketConducted comprehensive needs analyses to tailor training according to specific regional demandsLed successful launch trainings for the XC40 Recharge and XC60 hybrid, boosting sales and visibility

Provided technical support to clients by troubleshooting and resolving hardware, software and network related issues. Utilized pre-defined call and ticket management procedures to identify and resolve issues presented by clients through email, telephone, and the customer portal. Documented and monitors issues in the ticket management system to ensure that the issue resolution meets or exceeds the service level standard.Provided troubleshooting and resolution for workstation, server, and communications software and hardware issuesResponsible for opening, updating, tracking and closing tickets in the ticket management systemCollaborated with the Service Desk Senior Engineer and Team Captain with escalating and resolving complex issuesCreated clear, concise documentation of issue resolution and instructional knowledge-based articlesActive Directory, Kaseya, Multi-Factor Authorization

Worked closely with corporate and store teams to assess needs, launch new initiatives, investigate issue root cause and build plans to support performance improvement.Facilitated process improvement through group and one on one coaching and training sessions. Ensured sales team is motivated and trained, set sales goals based on individual skill levels.Ensured growth of the dealership by setting monthly and annual goals for the Sales Department with the General ManagerPrepared staff to respond to new demands of customers as the face of auto purchasing changes rapidlyEnsured up to date certification is held by all sales team members

Championed Audi’s training programs, focusing on electric and hybrid vehicle technologies. Led the design and delivery of over 500 training sessions on advanced vehicle technologies and services.Worked with subject matter experts to develop and refine training content and learning experiences to be engaging and impactfulPlayed a pivotal role in the launches of Audi’s Etron BEV and PHEV, establishing a strong market presence.Ensured the alignment of training programs with national and regional sales strategies and objectives.Built and maintained robust relationships with dealership personnel to facilitate effective knowledge transfer.Created onboarding process for new hires