Managed the execution of the MobileService+ (MS+) program launch. Led launch readiness efforts for dealers and field team including program enrollment, training and customer experience mapping. Reporting directly to executive leadership, worked cross-functionally with the sales, service and training teams to develop the MS+ dealer Guidebook and Operations Manual. Developed MS+ customer appointment process map to streamline customer experience. Wrote call-scripts for customer appointment… Show more Managed the execution of the MobileService+ (MS+) program launch. Led launch readiness efforts for dealers and field team including program enrollment, training and customer experience mapping. Reporting directly to executive leadership, worked cross-functionally with the sales, service and training teams to develop the MS+ dealer Guidebook and Operations Manual. Developed MS+ customer appointment process map to streamline customer experience. Wrote call-scripts for customer appointment settings. Partnered with marketing agencies to build the MS+ story, branding and launch materials. Created playbooks and training materials for each MS+ service including Mobile Service, vehicle Pickup & Delivery and Service Concierge. Facilitated launch readiness and training meetings. Post launch, served as subject matter expert and support lead for suite of automotive service conveniences created to modernize the EV customer service experience. Show less

Led the dealer EV launch readiness in the region. Led the training, immersion and support of the Field teams on EV ownership, service and customer experience. Serve as a subject matter expert on EV charging, service and dealer infrastructure for the Western Region. Serve as a change agent within the region to grow the company EV culture and drive dealer adoption of the EV Future Retail Model. Supported dealers and field team on EV product launches including Chevrolet Bolt EV, GMC HUMMER EV and… Show more Led the dealer EV launch readiness in the region. Led the training, immersion and support of the Field teams on EV ownership, service and customer experience. Serve as a subject matter expert on EV charging, service and dealer infrastructure for the Western Region. Serve as a change agent within the region to grow the company EV culture and drive dealer adoption of the EV Future Retail Model. Supported dealers and field team on EV product launches including Chevrolet Bolt EV, GMC HUMMER EV and the Cadillac LYRIQ. Show less

Oversee district of 13 Buick and GMC dealerships responsible for $16M in annual revenue for the corporation. Handle $400K in out-of-warranty service and parts expenses. Serve as liaison between corporation and dealer owners regarding adherence to brand standards, regulations, objectives, and policies/procedures. Helped drive dealer adherence to warranty requirements including audits, repair order reviews and dealer escalations. Coach dealers on best practices regarding customer satisfaction… Show more Oversee district of 13 Buick and GMC dealerships responsible for $16M in annual revenue for the corporation. Handle $400K in out-of-warranty service and parts expenses. Serve as liaison between corporation and dealer owners regarding adherence to brand standards, regulations, objectives, and policies/procedures. Helped drive dealer adherence to warranty requirements including audits, repair order reviews and dealer escalations. Coach dealers on best practices regarding customer satisfaction, warranty, retention, marketing, and profitability optimization. Host monthly go-to-market meetings for district. Show less

Led start-up and launch of Connection Center line of business to execute a new customer connectivity support strategy by collaborating cross-functionally with suppliers for staffing, internal business partners for strategy and IT for technology solutions. Managed 6 team leaders and 70 advisors in a call center tasked with increasing customer retention and loyalty through the use of General Motors’ in-car technology. Drove customer experience and satisfaction through coaching, quality reviews… Show more Led start-up and launch of Connection Center line of business to execute a new customer connectivity support strategy by collaborating cross-functionally with suppliers for staffing, internal business partners for strategy and IT for technology solutions. Managed 6 team leaders and 70 advisors in a call center tasked with increasing customer retention and loyalty through the use of General Motors’ in-car technology. Drove customer experience and satisfaction through coaching, quality reviews and process improvement. Carried out comprehensive, day-to-day contact center operations. Drove site-wide performance for CSI, service level, and quality while collaborating with the field team and business unit to develop processes and strategies to improve customer experience and facilitate dealer success. Show less

Directed the day-to-day operations of a Tier 2 Customer Assistance Center (CAC), including oversight of 6 direct and 100 indirect reports, that assisted dealerships with warranty, special coverage, cost assistance, and dealership dispute cases. Facilitated timely case resolutions and improved processes in partnership with dealers and the field team. Created and analyzed daily/weekly/monthly performance reports.

Led a group of 7 specialists in supporting 280 dealerships efforts to provide an outstanding customer experience with in-car technology solutions in the Western Region. Performed dealership customer process mapping for Bluetooth connectivity, OnStar activation and infotainment engagement. Benchmarked technology companies in the development of in-dealership technology clinic pilots. Provided day to day coaching, mentoring, and supervision of team. Coordinated cross-divisional efforts by managing… Show more Led a group of 7 specialists in supporting 280 dealerships efforts to provide an outstanding customer experience with in-car technology solutions in the Western Region. Performed dealership customer process mapping for Bluetooth connectivity, OnStar activation and infotainment engagement. Benchmarked technology companies in the development of in-dealership technology clinic pilots. Provided day to day coaching, mentoring, and supervision of team. Coordinated cross-divisional efforts by managing relationships with a variety of internal groups and dealership management. Consulted with dealers and managers regarding their performance and sales process as part of improving OnStar activation performance and training dealership staff. Supported product launches and media events, served as a liaison, and resolved escalations. Show less