Dealer Information Systems Corporation (DIS) is a leading SaaS-based, vertical business management software provider for agricultural, construction, truck refrigeration, and lift truck dealers in North America.

• Led and managed a team of Client Success Managers across Canada, fostering collaboration with cross-functional departments (Product, Business Intelligence, Support, Implementation) and AutoSync partner companies (TAdvantage, Activix, EasyDeal, TRFFK) to ensure a seamless client experience and upcoming feature enhancements. • Successfully recruited and onboarded employees, building a high-performing Client Success team during my tenure as Manager. • Developed and implemented efficient training programs to enable the team in delivering exceptional service and support to clients using our digital retail tool. • Acted as a subject matter expert on Salesforce CRM, utilizing reports, dashboards, and electronic docusign to streamline operations and enhance client interactions. • Coordinated the onboarding and sales training of major dealership groups, enabling seamless adoption of MotoInsight's digital retail tool. • Mentored team members to enhance their self-reliance and confidence, effectively handling disciplinary situations when necessary. • Facilitated the generation of dealer and OEM reports, enabling better tracking of success metrics for both the company and clients.

• Led the Dealer Success team, aligning the department's vision with Dealer Success Directors and ensuring its execution by team members. • Conducted weekly team meetings to foster communication, address issues, and align the team towards shared goals. • Showcased available resources and provided knowledge reinforcement to empower team members to excel in their roles. • Effectively communicated directives from upper management to the broader team, ensuring alignment and timely execution. • Managed a portfolio of dealers in the Greater Toronto Area (GTA) and surrounding region, partnering with them to adopt digital retail solutions and achieve excellent customer service and dealer ROI.

• Served as the main contact for a portfolio of dealership and dealer group clients in the GTA and surrounding area. • Onboarded, trained, and managed initial touchpoints, provided dealer strategy, and addressed concerns for all assigned dealerships. • Developed creative points of contact for each dealership, adding value and fostering engagement with the digital retail tool. • Prioritized building customer rapport to drive adoption and maintain consistent communication, effectively resolving any issues that arose. • Provided monthly performance review metrics to dealers, enabling them to track their progress and identify areas for improvement. • Conducted in-person visits to each dealership in the portfolio, illustrating the benefits of the digital retail tool to management and sales teams.

As the Lead Member of the Scrum team, I was responsible for both defining and prioritizing the Team Backlog so our solutions met our client program priorities. Working daily with a team of application developers, Scrum Masters and QA developers, I ensured innovative software solutions were delivered to our clients. • Collaborated with stakeholders to understand business problem statements and convert them to user stories. • Led Scrum team on new product rollouts for financial institution (RBC, National Bank, CIBC) and credit institution clients. • Managed backlog of user stories for 6 products simultaneously.• Prioritized and maintained the sprint backlog and performed just-in-time story elaboration with the implementation team.• Cultivated client relationships by initiating and managing weekly update calls between all stakeholders.• Created Sprint Release Plans with input from development teams.• Applied Agile methods and processes to promote a disciplined and transparent project management process.Key Achievements• Brought new deferral financial products to market with speed and accuracy to increase vehicle and recreation sales in the Pandemic environment. • Planned and estimated 2-week sprints in a realistic yet time-efficient manner that allowed the teams to deliver 90% of the MVP according to the company roadmap.

As the main point of contact to OEM (Nissan, Hyundai, BMW) and lender institution (National Bank, Desjardins, BMO) clients; I was responsible for analyzing product specifications and requirements to develop, maintain and support automated business processes by writing detailed functional specifications. I was the primary communication point for my clients for any system changes, updates or reporting needs.• Performed scoping on wide variety of lender Enhancement Requests and Change requests• Onboarded and supported large OEM and lending clients; developing and maintaining strong relationships by frequent communication.• Completed all Product Verification Testing for lender product accounts included on deployments, off-cycle releases or Ad-Hoc releases. Performed regression testing when applicable.• Streamlined the division of responsibilities for lender logs to coincide with new intake flow.Key Achievements• Proudly represented Dealertrack Canada Inc. at cross country dealer forum events by Nissan.• Successfully onboarding, trained and developed 4 Business Analyst new hires.

In addition to providing frontline customer support, as the Senior Dealer Support Representative, I was responsible for onboarding and mentoring junior / new team members, triaging and troubleshooting escalated issues and supporting projects in collaboration with internal solution groups. • Effectively triaged, prioritized and communicated system-level issues to internal stakeholders when required to ensure Service Level Agreements are delivered as committed.• Provided application training and support to new and junior team members. Assessed and provided feedback for development. Key Achievements• Proudly redeveloped the training program to support the onboarding and training of new team members to the department

Company's main contact and advocate for existing Dealertrack dealer customers by proactively serving as their advisor and navigator throughout DT to meet key objectives.

• Worked well under pressure of live television while operating as akey graphics operator for all CH news, talk and sports programming• Trained teams of employees on the proper use of televisionequipment, resulting in reduced employee errors• Responsible for the management of CH’s high traffic shipping and receiving department, supporting the needs of 250+ employees