● Managed team of Adoption Coaches to ensure all were meeting customer expectations and achieving their KPIs.● Oversaw all aspects of implementation and training for new customers’ CRM, Desking (F&I), Marketing, and AI products.● Conducted training for new team members.● Worked cross functionally with Deployment Management team to develop operating processes as well as supporting documentation and work tools for the Adoption team for existing and new products to be implemented.● Championed ongoing training and coaching for all Adoption Coaches to ensure all members were current and proficient with new products and tools.● Maintained Subject Matter Expert status on all existing and new products and served as resource for daily questions and troubleshooting.● Guided Adoption team on proper processes and standards and also served as escalation point for the team on customer complaints and issues.

● Managed multiple customer projects with different configurations within a timely fashion to adhere to company-provided timelines.● Coordinated and direct designated Specialists to ensure correct setup of products for multiple clients.● Worked with Dealer Partners to train leadership team and sales staff for roll-out of full suite of CRM and Data Mining/Marketing products.● Continuously tested and troubleshot existing and new features to maintain advanced knowledge of full suite of company’s suite of products.● Assisted in troubleshooting and testing new CRM functionality with Dealer Partners and reporting back to internal teams.● Provided excellent customer service to all customers whenever issues or challenges arise.

● Managed team of Implementation Project Managers to ensure all are meeting customer expectations and achieving their KPIs.● Conducted training for new Implementation Project Managers.● Performed ongoing training and coaching for all Implementation Project Managers.● Handled day-to-day questions regarding processes for team as well as serving as escalation point for special situations and exceptions.● Worked cross functionally with department management to create, test and roll-out new processes and tools for existing and new products to be implemented.

● Managed multiple customer projects with different configurations within a timely fashion to adhere to company-provided timelines.● Coordinated and direct designated Specialists to ensure correct setup of products for multiple clients.● Continuously tested and troubleshot existing and new features to maintain advanced knowledge of full suite of company’s suite of products.● Provided excellent customer service to all customers whenever issues or challenges arise.

● Performed the building and setup of new products in a timely fashion for new and upgrading customers.● Coordinated with Project Managers to obtain the proper parameters for individual stores.● Provided excellent customer service to new customers whenever issues or challenges arise before product launch and troubleshot both desktop and mobile issues for existing customers.

● Served as the primary point-of-contact and Subject Matter Expert for dealers with any questions, issues, and strategic planning of their car dealership’s website and overall web presence. ● Proactively worked with customers to correct any issues they may have with their website as well as proactively work to prevent issues based on their integration with internal products and other third party products.● Partnered with customers on migration of their account from Legacy products to a new, modern platform. Facilitated training and coordinated cross functionally with internal teams to ensure seamless transition to new platform.● Obtained sufficient knowledge in SEO and use this to direct customers in how to best update aspects of their web site along with other social platforms online to boost their Google ranking, conversions, and total social presence.

● Provided continual, in-depth troubleshooting and detailed coaching for a variety of matters relating to the front-end CRM product. ● Coordinated advanced escalations with our Level III support team and prepared meticulous notation of bugs and requests for our Software Development team.● Performed extensive troubleshooting and testing for issues corrected by the Development team, verification of issues resolved by monthly releases and the discovery, verification, testing and resolution for dealer issues related to the CRM.● Assisted in coaching, ticket assignment and providing extra assistance for heated customers.

● Provided constant and attentive troubleshooting and problem-solving for a vast variety of issues for customers. ● Generalized in knowledge of the company's CRM, DMS integration, Website administration tools, Desking and hardware functionality (scanner and camera).● Maintained or exceeded company standards for Quality Assurance and amount of ticket closures on a weekly, monthly and yearly basis.

● Managed daily interactions between the company and a vast network of Community Service Representatives and handled order taking, shipment status and other various customer relationship matters.● Troubleshot hardware, software and account issues with customer for the full line of Barnes & Noble NOOK devices and applications.● Handled warranty claims for defective devices. Provided courteous and prompt customer service to all customers.

● Worked within the Bass Pro Shops store independently selling vacation packages to customers for them to experience the world-class resorts and vacation ownership that Bluegreen offers. ● Utilized immediate rapport-building and superior problem-solving closing skills in order to be effective and productive.

● Led team of Experience Reps and lead in strategy for department and the daily operations of managing sales floor● Perfected short-time-frame relationship-based sales process. ● Sold numerous different vacation ownership packages to a large number of different clients.● Utilized and perfect a variety of different problem solving and closing techniques.● Maintained contact with and continually offer personalized service for owners of every level.● Supported the entire sales/marketing/administration staff for the success of the office as a whole.

● Personally saw to the timely and efficient completion of all daily events. ● Promoted the company and stimulated growth by building and maintaining larger customer base. ● Gave direction and guidance for fellow caterers while maintaining the company's highest standards in food quality, taste, and service.

● Continually guided and directed employees as to proper work objectives and policies. ● Assured direct and personal service is promptly given to every customer. ● Oversaw the daily running of the restaurant and its catering business. ● Administered complete training of new employees. ● Assisted with liquor/food pricing, inventory, and cost control. ● Monitored dining room and lounge operations and controlled any unexpected situations that may occur.