Eric Kilgore Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

•Optimizing Vendor Network: Leading the curation of a tiered vendor network across 60+ hub locations across the United States and Canada to ensure the efficiency of vehicle care services.•SLA Commitment: Currently overseeing special projects with a steadfast commitment to delivering all services within Service Level Agreement (SLA) parameters.•Collaborating Across Regions: Collaborating extensively with regional managers, regional service coordinators, and hub locations to assess vendor performance, identify gaps, and align on critical vendor criteria.•Effective Stakeholder Communication: Facilitating seamless access to centralized vendor data for stakeholders and addressing data integrity issues promptly.•Continuous Performance Assessment: Continuously monitoring vendor performance metrics and analyzing service reports to align vendors with mission objectives.•High-Frequency Service Planning: Analyzing historical service data and collaborating with regional coordinators to optimize planning for high-frequency services.•Efficient Vendor Deployment: Streamlining high-frequency service delivery by matching them with mobile vendors through integrated matrices and systems.•Timely Issue Resolution: Ensuring prompt resolution of vehicle issues to optimize operational efficiency and enhance customer satisfaction.•Effective Escalation Protocol Management: Managing and updating escalation protocols to maintain alignment with regulations and ensure efficient communication.•Transparent Communication: Implementing standardized communication frameworks during escalations to keep stakeholders informed about progress and resolutions.•Supporting Issue Resolution: Empowering regional service coordinators through training, resources, and a comprehensive knowledge base to address issues effectively.•Alignment with ACERTUS Services: Collaborating with ACERTUS stakeholders to share insights, progress updates, and enhance service product quality through feedback loops.

Kansas City Metropolitan Area

- Directed cross-functional teams (21 people) working across corporate divisions for the design and implementation of the processes related to transport, storage, titling, and registration of vehicles. This included process design, implementation planning, stakeholder coordination, technology integration, and training and change management. - Streamlined workflows, optimized the partner network, expanded the partner network, and monitored costs resulting in a reduction in Walk-In spend for 2022 in the range of $500K-$700K.- Developed and implemented process enhancements and build out of SOPs for the Intake, State Relations, and Vendor Relations Departments. Successfully documented current processes, identified key objectives, conducted process analysis, developed process enhancements, collaborated with stakeholders, and tested and refined. - Managed all components of the project for the implementation of a new service line converting Salvage Titles into Rebuilt/Branded Titles- generating a potential revenue stream of $1.5-2M. annually. - Created a new process for incident management, which included accurate record-keeping, and follow-up has resulted in a more efficient and effective service delivery.- Created and implemented a new, more efficient path of communication with our Tag Agency/Vendor partners. Where we set a platform, established clear communication channels, set communication protocols, provided training and support, and monitored and evaluated effectiveness.

Successfully managed and executed multiple title and registration projects, overseeing the end-to-end process from project planning to completion.Led a team of professionals including title agents, registration specialists, and customer service representatives, ensuring effective collaboration and optimized resource utilization.Developed comprehensive project plans, defining scope, objectives, deliverables, and timelines, and effectively communicated project requirements to stakeholders.Identified potential risks and proactively implemented risk mitigation strategies, minimizing project disruptions and ensuring timely delivery.Maintained regular communication with stakeholders, providing updates on project progress, milestones, and any changes in scope or timelines.Established and maintained high-quality standards for title and registration services, conducting audits and implementing quality control measures.Managed project budgets, tracked expenses, and optimized resource allocation, resulting in efficient project execution and cost savings.

• Oversaw the operations of KCI Airport's parking facilities, which encompassed three garages, four spacious surface lots, an employee lot, and a valet-style shuttle lot. These facilities collectively offered over 24,000 parking spaces. In addition, I handled responsibilities such as revenue control management, accounting tasks, financial reporting, and addressing customer service-related matters.• Implemented strategic initiatives to optimize efficiency and enhance the overall parking experience for travellers. This included developing and implementing innovative parking technologies, collaborating with cross-functional teams to improve processes, and analysing data to identify areas for improvement. Furthermore, I maintained strong relationships with key stakeholders, including airport authorities, vendors, and service providers, to ensure smooth operations and a high level of customer satisfaction.• Oversaw the KCI Rewards Program- a frequent parker loyalty program with more than 18,000 members.

Bachelor'S Degree, History

Master Of Arts - Ma, Curriculum And Instruction

Doctor Of Education - Edd, Educational Leadership And Administration, General