Marissa Lillard Email and Phone Number

Deliver expert analysis and strategic guidance to wholesale automotive clients, providing insights into arbitration and operations within the auction ecosystem

Directed remarketing operations to successfully test and optimize AI-powered wholesale buying softwareWorking directly with the founder and the CEO, developed cutting-edge AI purchasing solutions tailored specifically for the automotive wholesale marketplaceStrategically crafted the client journey to enhance overall satisfaction and ensure maximum customer retentionCollaborated with cross-functional teams across departments such as finance and IT to ensure successful project executionAnalyzed market trends, customer data, competitor activity, pricing strategies, and promotional activities to identify new opportunities for expansion

Successfully led the transition from individual auction departments to arbitration department hubs representing 11 auctions over multiple time zones, effectively maintaining performance and enhancing customer experience while leading multiple departments remotely and onsiteStrategically developed a Quality Assurance Review for the Arbitration and Client Care phone team, resulting in increased customer satisfactionHired, mentored and developed Senior Managers to improve team performance and facilitate their progression to the next level Collaborated closely with high-level executive leadership on strategic planning initiatives that shaped company direction and policy updates to improve client experience, executed those strategies, and regularly reported and presented on performance outcomes to executivesManaged multiple projects simultaneously while ensuring quality standards were met or exceededHandled the most challenging client claims using all available data, leveraging relationships, and using technical and financial acumen to find a win-winCreated and facilitated training in arbitration and claims processes, leading multiple cross- functional teams to ensure seamless adoption Successfully worked in matrixed corporate structure with multiple agendas, priorities, and personalities to balance to achieve success

Stewarded the movement of approx. 20,000 vehicles monthly for my region through a 15-person team, both remote and in-personImproved and on-time-delivery and maintained above 90% on time performance by developing performance metrics that could be used to remote or onsite performance management using Lean Management PrinciplesLed transition from individual departments to logistics hubs - 7 locations over multiple time zones with both on-site and remote team membersMaintained an effective carrier network though route optimization and competitive pricing models

Organized a taskforce to address a major operational issue facing the auction - key loss - and delivered a process change that saved between 180,000-240,000 in loss per monthBuilt and lead the team that facilitated incremental business growth from 1200 units per week to 1600 units per week though team development, strategic assignments, and Lean Management PrinciplesIncreased client satisfaction with the unique vehicle delivery service offered by the auction through team accountability, improved client communication, and route efficiency

Created and implemented mechanical training for car buyers to reduce mechanical issues missed during appraisal, partnered with team of technicians to ensure accuracy of information and test methodsUsed company data and market acumen to accurately price vehicles for maximum return on investment

Promoted to mentor due to skill with change management and trainingContinued to meet or exceed sales goals while training new hires