Direct customer support operations for the leading provider of integrated dealership technologies. Supervise 200 service personnel and 4 in-bound support queues – Business Office, Accounting, Fixed Ops, and Hardware – serving 6K inquiries weekly. Manage the Proactive Services team responsible for providing high-touch, on-site support. Set the client services vision and strategy to provide an effortless experience for customers.Key Accomplishments:+ Developed an agile “flex” team of 40 that address service inquiries and perform on-site installations, which has enhanced the team’s product expertise while providing greater flexibility in resource allocation.+ Established collaborative partnerships with Product and Engineering teams to ensure the voice of the client is a key part of the product development process.+ Delivered rapid KPI successes, including reducing Abandon Rate from 15% to just <3% in 1 year and cutting Speed to Answer from 5:20 to <1:00.+ Built and Implemented a pay-for-performance model to recognize outstanding performance, increased First Contact Resolution by 18%, and increase Same Day Resolution by 12%.+ Implemented Data Analytics to gain clear insights into service opportunities, provide tailored training to front line team members and dealerships, and improve service KPIs.+ Cultivated leadership support for development of a Self Service Portal, an offering (now in pilot) that empowers customers and is forecasted to reduce service inquiries.+ Established and lead the Millennial Voices program to enhance employee experiences and strengthen the business by capturing the voice of the company’s future business leaders.

Managed integration and extension of ServicePro, a newly acquired Fixed Operations product offering. Performed extensive market analysis to create strategic vision and managed SDLC for new features and integrations. Oversaw product P&L. Supported Strategic and OEM Sales with RFIs / RFPs, proposals, and SOWs.Key Accomplishments:+ Transitioned the DMS Fixed Ops Development team from Waterfall to SAFe Agile development – a precursor to an organization-wide shift – that increased the development velocity and enabled faster releases.+ Defined and created custom integrations between ServicePro and Dealertrack DMS to improve workflows, further differentiate the product, and gain a strategic competitive advantage through features / benefits.+ Led strategic development of the Parts and Service applications in the DMS and ServicePro, which increased sales by strengthening the DMS and extending the solution to meet the needs of large dealer groups.+ Developed and rolled out an integrated Service Lane Check-In App that added $800K in new revenue in 6 months.

Defined and developed Dealertrack’s Fixed Operations strategy. Analyzed the Fixed Operations market to identify and address gaps in the product and make Dealertrack the market leader. Developed operating plans, go-to-market strategies, and financial forecasts. Performed due diligence on potential acquisitions.Key Accomplishments:+ Analyzed every available 3rd party solution for Fixed Operations (i.e. service lane functions, scheduling products, etc.) to find ways to increase efficiency and satisfaction at every level.+ Led the entire process of acquiring and integrating ASR Pro, a strategic acquisition that strengthened the company’s product portfolio and provided a platform for aggressive business growth.+ Rebranded ASR Pro as ServicePro and grew the product representing $2.5M in annual revenues to $17M in annual revenue over an 18-month period.+ Directed the 20-member Client Advisory Board, a coalition of dealers. Leverage strategic insights to shape the strategic vision, adjust priorities, and ensure the that company addresses customers business needs.

Defined business and product strategies for Forms and GUI, critical components of the Dealertrack DMS product. Managed the development process for new products (i.e. requirements gathering, design, testing, etc.). Partnered with Project Management, Technology, Support, and Implementation teams to drive product delivery.Key Accomplishments:+ Spearheaded development of a Forms Library, a repository of pre-programmed, lender-validated forms that sped up delivery of forms to customers, reduced labor 80%, and strengthened the DMS’s competitive posture.+ Simplified the product portfolio by deprecating an aging “green-screen” product and transitioning to a single user interface – the company’s more robust, user-friendly, and customizable GUI product.

Managed key aspects of the DMS implementation process, including leading the Pre-installation, Conversion, and Module teams, with a focus on delivering outstanding client experiences by minimizing friction in the process of converting to, adopting, and extending Dealertrack DMS.Key Accomplishments:+ Provided a portfolio of remote training modules to prepare clients for the implementation process and enable clients / users to get the most out of the product and maximize their technology investment.

Led 3 divisions – Customer Support, Installation, and Billable Forms – focused on digitizing Dealership F&I Forms (i.e. service orders, financing applications, purchase contracts, etc.), a core product and critical aspect of the company’s value proposition. Key Accomplishments:+ Led an initiative to merge the Customer Support Forms and Installation Forms teams in order to streamline processes, enhance quality, and reduce the time necessary to program and bill projects.

Managed a team of ~8 and all aspects of the on-site installation Dealertrack DMS, from building an understanding of client operations and gathering requirements to facilitating post-installation training and hand-off to Client Services. Coached and mentored team members to develop a bench of future leaders.Key Accomplishments:+ Earned a series of rapid promotions, moving from Installer to Lead Installer and Senior Installer within just 2 years.