General Motors - Fleet Provide operational and sales support for all GM Fleet business customers and sales personnel including manufacturing supply chain process improvements, organizing contracts and incentives, and submitting monthly financials to GM stockholders • Liaise with FP&A to develop negotiation and incentive strategy ($2.5B) • Responsible for fleet forecast and production (10% of total GM Sales = $2.8B revenue) • Partner with Logistics and Global Supply Chain Purchasing to manage strategy and track key logistics for manufacturing to ensure timely delivery to customer• Work with GM Fleet Call Center to handle customer ordering and delivery issues• Successful in persuading and presenting new ideas and strategic initiatives VP of GM Fleet and Director of GM Retail Sales NA

General Motors – Maven (SaaS Mobility Start Up)Responsible for all implementation, analysis, and presentation of all pilot programsManaged all aspects of vehicle fleet for retail locations in North AmericaManaged all aspects of vehicle fleet from purchase to sale (procurement strategy and metrics, logistics, in vehicle technology,)Designed and trained customer journey map for (Visio) Peer-to-Peer car share program• Worked with Call Center Operations to manage customer calls and in vehicle connectivity issues• Led operations team in charge of ~5,000 car sharing and ridesharing vehicles ($150M in assets)• Used DMAIC to decrease time from vehicle purchase to customer ready by 50% (resulting in revenue gained)• Responsible for scaling pilot programs including establishing and training best practices• Implemented in vehicle dash cameras resulting in $6M savings accident and maintenance annually

General Motors – BOOK by Cadillac (SaaS Mobility Start Up)Responsible for US retail operations Designed end to end customer journey (Visio) for brand new business unit• Responsible for operations budget and all RFP/RFI for suppliers ($20M)• Oversaw Call Center Operations business unit responsible for all customer calls and issues including feedback loop to field operations• Served as training and change management specialist for all retail operations personnel• Managed feedback loop between customer and retail / headquarter operations• Collaborated with Senior Leadership to prioritize business opportunities aligned with strategic initiatives and presenting recommendations to CEO • Established change management system and process document library which all operations employees used to access most up to date information• Oversaw numerous business units: central business operations, field operations, customer experience, and national fleet management company• Liaised with IT to institute mobile app improvements and monitored help desk tickets• Analyzed customer feedback and historical usage trends to adapt vehicle lineup and customer experience – led to 35% increase in customer retention

Responsible for driving OnStar reactivations through marketing channels to OnStar Call CenterManaged creative marketing agency vendorResponsible for generating new revenue through various marketing techniquesAligned marketing communication strategies with all GM divisional brand standards • Reduced waste by instituting a more cost-effective way of contacting our customers generating the same response at 10% of the cost• Collaborated and trained cross functional retail field teams’ partners and equipped them with necessary point of sale material• Managed $4M marketing budget contributing to $40M in EBIT annually• Developed and implemented communication strategy, including segmentation, offer optimization, and messaging development using Sales Force• Established a new customer journey map (Visio) for the entire marketing organization and worked with IT to design campaigns tied to customer experience • Presented analysis to senior leaders for approval of marketing offer strategies, communication cadence, and process improvements

Liaison between contact center operations and marketing/ITResponsible for all contact center metrics and change managementServe as the subject matter and training expert on all new sales initiativesResponsible for all contact center KPI’s and trend analysis• Successfully instituted new change management system from one user platform to another through many Kaizen events and continuous improvement workshops• Implemented numerous A/B tests and monitored operational results leading to both marketing strategy and process improvements• Responsible for analyzing sales and customer loyalty operations KPI and communicate opportunities to Director of Contact Center ($145M/year revenue generated)• Manage relationships with global contact center operations teams through frequent in person visits and effective remote focus group meetings• Increased overall sales 10% by analyzing customer purchase behavior through big data analytics and coaching contact center appropriately• Used operational excellence (Lean, Six Sigma, Red X) continuous improvement problem solving techniques to save $3.5M in contact center expenses

• Served as the regions subject matter expert on retail and corporate sales techniques• Achieved high level of trust and credibility with all levels of management by displaying high level of ethics and dependability • Improved operating profit from $1.2M to $1.5M in six months by securing new dealership business• Consistent top five sales rep proving ability to be an active listener, relational, and customer focused

 Maintained elite level of personal sales among other Management Assistant’s ranking in top 3 consistently Grew profitability by increasing margins and effective employee management through process and communication Developed and trained employees for promotion through basic management techniques and financial reporting

 Maximized revenue on every transaction through quick rapport building and educated recommendations Maintained high sales metrics proving ability to be persistent, communicative, and focused

 Collected and posted rents, assessed late fees, and issued notices to decrease delinquency and eviction costs by 25% Analyzed five to seven reports to track and resolve outstanding issues relating to collections and government compliance Formed relationships with local businesses resulting in five co-marketing relationships

I prepared client profiles by updating their account totals to match the markets then take a snapshot of the portfolio for the advisers to review before making recommendations. NaviPlan Adviser Workstation and Morningstar software packages are what I use to compile client information and ensure accuracy of the input data.