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 18,000 Remote Experience Events in 2024.• 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 targets in the… Show more • 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 18,000 Remote Experience Events in 2024.• 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 targets in the region’s most historically challenging and remote territory.• 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 experiences. Show less

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 • 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, 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 generated 500+ views per post and increased awareness of Ford Internship Program Show less

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 • 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 • 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