Gregory Wilk Email & Phone Number

Michigan, United States

Baltimore, Maryland Area

Oversee Maven Baltimore’s Gig, Peer, and Carshare staff daily, to improve key performance indicators while maintaining the role as the program lead for Maven Gig. • Acted as the interim General Manager for Baltimore until the role was filled (September 2018 - January 2019)• Build and maintain relationships with over 50 vendors to expand and maintain Gig and Carshare programs. Also, work closely with cleaning and transport vendors to ensure a professional looking vehicle that is in the correct location at the correct time• Maintain a fleet of over 450 vehicles in the Baltimore market and member base of 2,000 locally • Utilized NPS data to transform business processes to better suit our member base, including de-aging our fleet, addressing availability of our products, and revamping the cleaning and vendor selection processes,• Improved the Baltimore market’s case closure KPI rate from 79% to 99% by creating new a process for the Baltimore staff to implement and adhere to • Lead all Gig programs in churn rate (1.28%) in Q4 of 2019, resulting in the second highest utilization rate of all programs• Acquired on street parking spaces, resulting in Carshare’s fleet expansion of 60%• Oversaw the addition of over 200 vehicles in Q4 2018 through Q2 2019 and managed the de-fleeting process of over 200 vehicles, including coordinating with members to swap their vehicle, removal of hardware specific to the Maven program, and scheduling transportation • Utilize Tableau reports to improve utilization, space count, review member locations for future location planning related to Carshare, and maintain our KPIs of uptime, utilization, and fleet readiness

Baltimore, Maryland Area

Acted as the program manager for the Maven Express Drive program in Baltimore which later transitioned to the Maven Gig program. This role required me to be the main point of contact for multiple sources, in all aspects of the program. I displayed strong organizational skills to track data, interpersonal skills to build relationships, customer service skills to manage relationships with drivers and vendors, and subject matter expertise in multiple areas to maintain a productive market.• Launched Maven’s initiatives in Baltimore and Washington D.C., including Express Drive, Gig, and Maven Carshare programs • Maintained a fleet of 600+ vehicles in the Baltimore market and regularly assisted with the D.C. fleet of 900+ vehicles between Maven Express Drive and the transition to Maven Gig• Built and modified processes specific to market program• Beta tested and provided critical feedback for the launch of a mobile Admin app for Maven• Created and fostered relationships with vendors and outside partners, including transportation vendors, cleaning vendors, auction staff, program partners, dealership personnel, and site vendors• Provided customer support to former and current drivers under the program• Integral part of building Maven Gig program by providing insight and raising potential issues along with possible solutions to leadership

Detroit

Provided floor support for all Social Media Advisors, to maintain the highest level of customer care and ensure our team was aligned with General Motor’s vision and values. This role required a Performance Lead to be the subject matter expert in many areas of our business and to work closely with multiple departments to facilitate an exceptional customer experience, putting our customers at the center of everything we do. • Acted as the primary point of contact for OnStar marketing, public relations and executive relations teams during GM (GCCX) transition in the social care space• Recognized as ‘Team Lead of the Year’ in 2015• Assisted in the transition of the electric vehicle and ACDelco social teams to the current Customer Care Social Media Department within three months, while directly overseeing the day to day social posts of these teams. This entailed learning and teaching advisors how to utilize new tools such as Global Advisor Application• Developed new processes and documented process flows for OnStar, Maven, escalation procedures, and Community Manager processes• Assisted in the transition from Digital Roots web crawler tool to Oracle to bring posts into the Social team for engagement• Launched and became the point person on moderation for the social care team’s acquisition of the U.S. branded Facebook Pages• Actively investigated alleged fake social media accounts and when needed, assisted in their removal prior to any fraudulent activity • Provided support in the training and interviewing of multiple advisors while having up to eight direct reports

Proactively engaged with customers on several of the 200 social media sites that General Motors monitors to provide customer care and marketing support to current and prospective customers. This was done by creating and managing demanding cases and ensuring outcomes were aligned with General Motors’ vision and values. • Recognized by peers and leadership as the first social media “Agent of the Year” and “Agent of the Quarter”, out of over twenty advisors• Consistently ranked in the top quartile for overall performance metrics which include case handling, productivity, and quality• Instrumental in the sale of a limited-edition Cadillac CTS with an MSRP of $70,000• Closed 128 cases within a year, ranking within the top half of the department