A leadership role assigned to The Select Dealer Region, Ford's largest dealer group of over 1600 Ford Dealers. Over 100 zone managers and support personnel. o Responsible for Nationwide strategy development, implementation, and sustainment of CX initiatives such as FordPass App, FordPass Rewards, FordPass Rewards VISA, FordPass Connect, OneCX - Customer Satisfaction, Consumer Experience Movement (CEM), Advance Service Alerts, and Pickup & Delivery with a heavy focus on eCommerce, Mobile… Show more A leadership role assigned to The Select Dealer Region, Ford's largest dealer group of over 1600 Ford Dealers. Over 100 zone managers and support personnel. o Responsible for Nationwide strategy development, implementation, and sustainment of CX initiatives such as FordPass App, FordPass Rewards, FordPass Rewards VISA, FordPass Connect, OneCX - Customer Satisfaction, Consumer Experience Movement (CEM), Advance Service Alerts, and Pickup & Delivery with a heavy focus on eCommerce, Mobile Service, and Online Service Reservations. o Provide 70+ Field Employees with training and tools necessary to develop and improve their skills to better assist dealers with integrating CX Initiatives into their dealership operations. o Facilitate action plans with Field Teams to help drive performance at low performing dealerships and improve overall National performance through an intensive focus on high-impact stores. o Submit BPR data using specific KPIs and targets to Ford Executives. o Improved Dealership activation in Ford’s eCommerce program by 34%o Increased Mobile Service revenue by 201%/$2.1M YOYo Increased Online Service Reservations monthly revenue by $116k/mo. in 2022 Show less

Manage 52 large Ford Fleet Accounts that are headquartered within the Cincinnati and Western Pittsburgh Markets. Provide industry leading fleet sales and service support. Daily operations include parts procurement and escalation, technical repair assistance and support, In house warranty management and audit, review of After Warranty Assistance requests, and fleet to dealership relationship management.Recent Projects Include; Mobile Service, In House Warranty, and Fleet Customer… Show more Manage 52 large Ford Fleet Accounts that are headquartered within the Cincinnati and Western Pittsburgh Markets. Provide industry leading fleet sales and service support. Daily operations include parts procurement and escalation, technical repair assistance and support, In house warranty management and audit, review of After Warranty Assistance requests, and fleet to dealership relationship management.Recent Projects Include; Mobile Service, In House Warranty, and Fleet Customer Satisfaction. I provided direct support for some of the largest fleets in the nation to include Cintas Uniform Company, First Group / First Vehicle Service/ First Student, First Energy, Progressive Insurance, and Nationwide Insurance. Show less

Responsible for the development, sales, and growth of Ford Motor Company's Motorcraft Replacement Parts in the Aftermarket. 2015 Aftermarket Zone Manager of the year, highest sales growth in the South Eastern Market and Nation.

Field Management responsible for 14 High Impact Ford Dealerships in the greater Orlando Market. Market is responsible for servicing over 750 vehicles per day. Managing service operations to include; business growth and development, training and certification, special tools and equipment, customer relations, and Ford Motor Company Policies and Procedures.

Responsibilities included: • Analyzed customers' needs and makes recommendations for additional products or services that will enhance customers' satisfaction, productivity or profitability. • Examined existing customer service and CRM practices in terms of people, processes, and technology; and identifies priorities for change. • Coordinated customer contact and distribution channels to ensure that customer perceives a seamless, consistent and positive view of the organization… Show more Responsibilities included: • Analyzed customers' needs and makes recommendations for additional products or services that will enhance customers' satisfaction, productivity or profitability. • Examined existing customer service and CRM practices in terms of people, processes, and technology; and identifies priorities for change. • Coordinated customer contact and distribution channels to ensure that customer perceives a seamless, consistent and positive view of the organization. • Referred customer issues and needs to appropriate dealership management; followed up to ensure accurate and timely responses that delight the customer and motivate their loyalty to their dealership and Ford Motor Company. Show less

Managed the day to day operations of a large busy automotive dealership service department. Directly supervised 30 employees. Responsible for business growth and development, process implementation, hands on leadership and supervision. Dealership produced over $2 million in service sales yearly. Awarded Chrysler LLC 's highest level of excellence, Master Certification.

Over the span of 11 years I lead this service department from a dealer necessity to a benchmark level of production and efficiency. Responsible for service, body shop, and a medium duty truck service center. Daily operations included customer handling, personal supervision and development, repair process, parts procurement and business development.