Glenn Pincus Email & Phone Number

Ventura County, California, United States

My professional career in business performance analysis, process consulting, and training has largely focused on helping clients improve operational efficiency, customer experience, and bottom-line profitability. I have worked with large international as well as start-up businesses in B-to-B and B-to-C industries, including retail automotive, information systems, financial services, and public utilities. I offer broad experience in planning and integrating the key elements of a successful business--especially products, services, processes, and people -- and I particularly enjoy helping entrepreneurs with their business plans. I am very excited to be assisting SCORE clients in achieving their goals and contributing to Ventura County’s vibrant business community.

Greater Los Angeles Area

Customer Processworks, Inc. helped organizations with complex products, services, and distribution systems create business processes and supporting infrastructure generating more effective, efficient, and profitable customer relationships.Combining deep understanding of customer needs, expectations, and priorities with client strategy, brand positioning, and personnel requirements, Customer Processworks, Inc. strived to ensure that front-line operations built customer loyalty and advocacy while maximizing profitability.

Los Angeles, California, United States

Supported CDG in automotive retail and corporate process, culture change, and training projects.

Los Angeles, Chicago, Atlanta

Managed multiple projects for auto dealership software suppliers seeking to understand:- The future of automotive retailing (given consumer access to Internet tools, ride hailing, ride sharing, and other recent developments)- Which vehicle pricing and negotiation models produce optimum customer satisfaction and profitability- The impact of dealership certification on customer loyalty and business performance

Rosemead, California

Participated in team developing an evaluation model for determining the efficacy of the Customer Service Division's many products and services, including:- Identifying all products and services- Developing an evaluation framework (what to evaluate and how to measure efficacy)- Completing an "evaluation pilot" of 10 representative products and services

Rosemead, California

Supporting Edison Plug-In Electric Vehicle Readiness team on meeting CPUC AFV OIR and CARB LCFS regulatory requirements via multi-utility, automaker, charging equipment, and consumer and environmental stakeholder work teams.

Worked on SCE's Plug-In Electric Vehicle Readiness team to develop process, operational, and personnel capabilities assuring that residential, commercial, and public customers are able to safely and reliably charge electric vehicles.

Rosemead, California

Supported development of successful DOE funding proposal for Irvine Smart Grid Demonstration (ISGD) project. Specifically, developed program management and risk management sections of Edison submission.

Participated in completion of major consulting projects, including:- GE Capital Assurance: Implemented a Voice of the Customer strategy involving validation of critical-to-quality customer requirements (CTQs) and establishing a continuing listening process.- GE Capital Assurance: Developed internal training program for GE's 'Designing New Products for Six Sigma Quality' methodology - Michigan Virtual Auto College: Conducted research on distance and interactive learning systems, and developed a strategy and business plan for this business-education-government collaboration chartered to improve workforce performance in Michigan. Based on this plan, funding was received and the business launched.- Samsung Motors: Developed the infrastructure, work processes, and integration points necessary to launch a new automobile company in Korea. Specific work included developing vision, guiding principles, business processes, policies, procedures, information system requirements, a process-based organization structure, key performance indicators, process measurements, and job specifications

Supported development of consulting and education capability at J.D. Power and Associates. Key projects included:- Ford Motor Company: Conducted dealership best practice research and created business processes, flowcharts, critical success factors, and operational tools for an on-line retail learning and process improvement system covering key sales and service processes- Jaguar/Land Rover: Participated in study of dealership fixed operations capacity- Mitsubishi Motors Corporation, Mitsubishi Motor Sales of America, Inc., Mitsubishi Motor Manufacturing of America, Inc: Designed and led a product quality improvement project focused on design, engineering, supplier, assembly, transportation, and retail impact on vehicle defects- Mitsubishi Motor Sales of America, Inc. Conducted consumer and in-dealership research to develop methods and supporting tools for Mitsubishi dealerships to improve customer satisfaction with the price negotiation and financial services processes- Ritz-Carlton: Participated in developing an information gathering and customer satisfaction process improvement project focused on the Ritz-Carlton’s group business- Epson America, Inc: Designed a process to improve alignment and process performance through Epson’s multiple distribution channels- General Motors California Marketing Initiative: Participated in the implementation of GM-CMI’s west coast strategy, with emphasis on the day-to-day requirements of “California Value Selling”- Hyundai Motor America, Inc: Designed a distribution alignment (retail-field-headquarters) process- Subaru of America, Inc: Designed and implemented a distribution alignment (retail-field-headquarters) process- Developed, managed, and implemented education, training, and process design projects in sales, service, retail management, business management, quality improvement, and customer satisfaction for Acura, General Motors US and Canada, and Honda, Lincoln-Mercury, Mazda Japan, VW-Audi

Aided founder in building client relationships with auto and technology companies and developed client training and reference materials.

Responsible for managing relationship with company advertising and marketing agencies, producing print advertising, and developing sales literature.

Developed reference manuals for company software languages and programming tools and computer-based training for company office automation applications.

Developed hardware and office automation software reference manuals and training to support company automation of 100+ general agency offices.

B.S., Business And Management

Journalism

Education record