• Manage a high-performing team of 10 client service advisors and support representatives• Coordinate individual and group training sessions to develop advisors’ customer service, sales, and technical skills• Collaborate weekly with sales representatives to review growth areas within the sales support transition process and identify solutions to enhance the customer experience• Oversee weekly team meetings to review team performance, share learnings from successful client interactions, and highlight ways to improve customer satisfaction ratings • Resolve client issues as primary aftersales service escalation point for the organizationKey Accomplishments:o Improved Net Promoter Score from 61 to 67 during my tenureo Implemented new quality control measures that resulted in a decrease of denied warranty claims and fewer technician errorso Established new monthly customer service award to highlight employees who exceeded customer expectationso Instituted in-lane, courtesy inspection process that generated additional 80 labor hours sold per week, resulting in $60k monthly revenue increase

• Managed complex network of relationships and stakeholders involved in the mortgage loan origination process, including account executives, real estate brokers, property owners, third-party processors, and loan originators• Routinely facilitated training and support to account executives and external partners on product guidelines and the use of proprietary loan origination software• Prepared monthly performance summaries for review with account executives and business partners where I identified growth opportunities and provided improvement recommendations• Served as primary subject matter expert on policies, procedures, and technology for account executives, assisting the training team with directly communicators to internal stakeholders on all enhancements to product solutions• Delegated training support requests throughout multiple departments while monitoring and tracking SLA requirements utilizing SalesForce and a variety of communication methodsKey Accomplishments:o Delivered 5-star average customer satisfaction rating for the duration of my employmento Decreased cycle time for 17-step Loan Estimate process by over 1,000 hours annually by implementing a navigational “breadcrumb trail” to identify and mitigate errorso Led end-to-end training program for all key stakeholders on newly-established broker portal

• Trained, and identified placement of all newly hired mortgage specialists within my division• Overhauled training program called “Lift Off” for the onboarding of new mortgage specialists globally• Facilitated ongoing sales, product knowledge, and compliance training courses for mortgage specialists and loan origination support staff• Coached team through individual monthly performance reviews, daily check-ins, and teamwide performance assessmentsKey Accomplishments:o Reduced training cycle by one week using the Lift Off onboarding program that I createdo Increased federal licensing examination pass rate by 10% during my tenure

• Managed the Success Track training team of 5 employees that conducted continuous improvement training for over 450 account executives globally • Developed new courses for broker owners and advanced loan origination and processing team members• Revised existing training content for account executives to reduce errors and improve clarity in understanding• Hosted in-person and virtual training webinars for complex outside clients who required enhanced guidelines and supportKey Accomplishment:o Reduced course design creation process by 50% through the creation and implementation of enhanced course developments processes and procedures

• Built and trained curriculums customized to each department’s needs and focus areas, including business development, customer services, technology, and loan origination• Prepared new hires for federal and state licensing exams, including NMLS-mandated SAFE 20-hour course• Led “Train the Trainer” courses for company-wide trainers who conducted training classes of up to 170 employees• Met regularly with business partners from across the organization to assess training needs and produce content specific to their teams’ specific areas of focusKey Accomplishments:o Implemented effective, metrics-oriented employee retention standards that reduced attrition and resulted in cost savings of over $1m annuallyo Established a new employee onboarding program that included a company attendance hotline, video content, and Computer Based Training (CBT) courseo Designed internal company SAFE educational podcast that increased average internal test scores by 2%

• Originated mortgage loans in 16 states with a committed focus to providing gold standard of customer service• Consulted with clients concerning their current and future financial needs to ensure their achievement of financial goals• Collaborated internally to ensure loans were closed in an effective and timely mannerKey Accomplishment:o Received the regional client service award in March 2013 for outstanding customer satisfaction ratings

BMW Service Advisor