Jacob Nestor Email & Phone Number

New York, NY, US

New York City Metropolitan Area

• Strategically consulted 18 New York Region dealers’ performance on Customer Experience initiatives, including Pickup and Delivery, Mobile Service, Online Service Reservations, and Net Promoter Score, executing over.
• Achieved a 71% increase in Mobile Service performance and a 12% increase in Online Service Reservations YoY from Dec. 2023 to 2024, driving the zone’s highest-ever results and surpassing Mobile Service performance.
• Achieved a 71% increase in Mobile Service performance and a 12% increase in Online Service Reservations YoY from Dec. 2023 to 2024, driving the zone’s highest-ever results and surpassing Mobile Service performance.
• Analyzed performance data on fixed and variable operations to identify opportunities, developed training dealership resources, and provided actionable recommendations to improve profitability and customer satisfaction.
• Presented yearly CX strategies to 30+ dealerships at regional Ready for Retail meetings, and facilitated discussions at Ford Guest Experience Immersions on topics of talent management, guest centricity, and remote.

New York City Metropolitan Area

• Analyzed dealers’ digital presence through data and primary research on the FordPass app and dealer websites; conducted competitive evaluations of service offerings and transportation programs
• Performed mystery shop audits on 87 NY Region dealers’ Pickup and Delivery programs, using professional calling and research to enhance customer experience and drive brand loyalty
• Conducted one-on-one meetings and interviews with dealers and management across all levels in the NY Region… Show more
• Conducted one-on-one meetings and interviews with dealers and management across all levels in the NY Region, traveling in-market to assess CX initiatives and identify areas for improvement
• Presented findings to upper management with recommendations to modernize dealers’ online presence and improve customer experiences; supported University Relations as Intern Social Ambassador, creating content that.

Ann Arbor, Michigan, United States

• Cultivated relationships with coworkers, customers, and leaders, developed public speaking and listening skills, built lasting network and contacts
• Demonstrated expertise in variety of transactions and operating systems, managed money and rewards programs, displayed proficiency in customer service operations
• Maintained and improved floor and fitting room conditions, took initiative and focused on details, exceeded goals and expectations during store operating and closing hours… Show more
• Maintained and improved floor and fitting room conditions, took initiative and focused on details, exceeded goals and expectations during store operating and closing hours
• Fielded customer calls for variety of purposes, developed complaint resolution skills, provided customer satisfaction and drove brand loyalty Show less

Bachelor Of Business Administration - Bba, Marketing, General Business, Summa Cum Laude

Certificate, Liberal Arts, 3.96