Responsible for maximizing performance and brand value within the Mercedes-Benz USA dealer network• Ensure development, profitability, market growth and compliance within private and public dealer partner groups• Steer annual planning processes and develop business objectives including; annual performance & financial targets, remuneration strategy, vehicle margin structure, incentives and bonus programs for retail dealer channels• Lead headquarters-based strategy teams focusing on market growth and brand positioning• Lead field-based dealer support teams focusing on increasing annual revenue within Sales & Aftersales channels• Responsible for achieving 300k+ units in New Vehicle sales & $2B+ in Parts Revenue annually• Transformation PMO lead for organizational restructure, dealer support model redesign and market implementation • Network Steering Committee member, responsible for directing strategic decisions on selection and advancement of future retail locations, including development of facility standards and performance criteria• Performance Steering Board leader, responsible for steering executive management on network performance improvement & maximization opportunities within private and public dealer franchise owner groups. • Mercedes-Benz USA representative for dealer partner ownership base, community, customers, media and industry/trade associations

Responsible for Customer Services, Parts and Vehicle Logistics for Mercedes-Benz Commercial Vehicles division, USA. Leading teams at the US headquarters in Atlanta, GA , field-based Dealer Contact teams and Operations teams at the Marshalling Yard and Plant facility in Ladson, SC.• Steer local strategy, planning, development and implementation of comprehensive business and marketing plans for parts and accessory sales, wholesale parts and service workshop capacity with tactics to achieve MBUSA objectives• Lead 8 cross functional departments including, Business Development, Dealer Steering, Wholesale Parts, Quality & Regulatory, Factory Customer Service, Engineering Services, Marketing and Vehicle Logistics• Responsible for achieving $220m in annual parts revenue through increased service throughput, wholesales parts sales, service programs and increased customer loyalty measures• Focus on customer satisfaction and metrics to steer market share growth for dealer franchise partners and MBUSA• Steer technical teams to ensure quality repair techniques and technical trainings are implemented to ensure vehicle quality for driver operations are in line with NHSTA guidelines and Daimler global quality standards • Steer finished vehicle logistics operations focused on strategy planning, annual production and wholesale forecasting and end-to-end supply chain operation requirements• Drive optimization and efficiency through data and process refinement in B2B and B2C environments to ensure annual delivery of up to $3T of vehicle inventory

Responsible for new product development focused on feature and design, drivelines, safety, security and general performance improvements with Mercedes-Benz and Freightliner Vans. Steer brand strategy, new Van marketing, digital platforms and financial planning within Marketing Services.• Provide tactical roadmaps analyzing consumer data, focusing on market potential and relevant product mix• Evaluate profit and loss metrics to steer annual forecasting, budgeting and resource allocation• Steer holistic Van upfit and ship through programs delivering market relevant body and equipment solutions, supporting dealership stock requirements as well as the demands of small, medium and national fleet consumers • Align internationally with business partners, stakeholders and executive teams to uphold guidelines for the global footprint of Mercedes-Benz and Freightliner Vans, as well as to harmonize on future growth strategies• Communicate frequently with dealership executive teams to develop, steer and maximize annual business objectives

Responsible for the development and implementation of Aftersales tools and programs to enhance customer satisfaction, increase dealer revenue and drive new business within the Mercedes-Benz and Freightliner Van dealer networks• Implement best practices focusing on dealer expense management and reduction with fixed operation costs• Develop strategic retail road map for the Parts and Service business with a focus on dealer operations, vehicle maintenance, warranty repair, and service drive optimization to increase customer retention and brand loyalty• Provide strategic marketing direction for local and national campaigns using analytical data to drive customers back to the dealer network for maintenance, repair and additional vehicle sales• Develop and execute Regional and National Parts and Service Managers meetings to communicate corporate strategy, quarterly business results and ensure buy-in from dealership management and key stakeholders• Increased annual parts revenue from $64m. to $100m. within 3 years, hired and developed 20 new employees, creating two new Van dedicated field teams and one headquarter based support team

• Manage call center and field-based account management teams, offering strategic program and product support for all in-vehicle Verizon telematics solutions• Work with OEM dealerships and Verizon retailers, engaging in consumer feedback, product knowledge and program training, technical support and customer service• Achieve contract SLAs and operational KPI targets with emphasis on increasing market share while maintaining exceptional quality standards and premium levels of consumer and client satisfaction• Interpret analytical data and review regional field team engagement documentation to identify comprehensive market trends and provide feedback to executive leadership • Collaborate with OEM leadership to strategically define monthly and quarterly objectives and support targets• Align with management within international markets to ensure compliance with global brand positioning and strategy

• Manage OEM accounts supporting integrated telematics solutions within the automotive and aftermarket industries• Cultivate relationships with executive leadership while acting as a liaison in B2B and B2C atmospheres • Facilitate and execute contract negotiations to ensure quarterly and yearly business needs are achieved• Provide product and consumer feedback to executive leadership regarding quality, systems operations, service interruptions, service upgrades, systems maintenance and infrastructure stability• Monitor, report and coach on efficiencies in the Sales and Operational support centers• Validate and deliver monthly reporting to OEM clients and internal business units

• Manage dealership warranty expense , identify and eliminate potential areas of waste, and increase overall dealership profitability through coaching and counseling with Dealer Principals and Executive Management• Ensure all dealership personnel are fully trained and prepared to serve individual customer needs both technical and non • Monitor and improve Customer Satisfaction Standards by evaluating survey results and witnessing daily customer interactions in the service lanes. Implement customer retention practices to ensure overall satisfaction and growth • Counsel dealership management on team leadership, effective communication practices, and conflict resolution to include customer related issues and conflicts within dealership personnel • Implement proper repair and maintenance procedures to ensure safe and reliable vehicle repairs are performed according to the General Motors Policies & Procedures guide

• Manage and maintain vehicle and parts inventories, location staffing, P&L management and day to day store operations• Managed 100 plus associates in 5 operations departments to include: Detail, Paint/Body, Cosmetic, Vehicle & Parts Inventories and Vehicle Maintenance & Repair • Monitor the flow efficiency of vehicles throughout the reconditioning process ensuring proper execution of vehicle inspections, repair diagnosis, vehicle safety standards, and cosmetic repairs• Work daily with Sales, Parts, and Purchasing departments within each location to meet all performance demands, and perform all tasks in a high-energy, fast-paced, customer focused environment

• Manage automotive technicians and other shop staff, ensuring clear communication and teamwork.• Foster a customer-centric environment, addressing customer inquiries and concerns promptly while ensuring satisfaction.• Manage daily shop operations, including workflow, scheduling, and inventory management to optimize efficiency.• Monitor budgets, track expenses, and work towards profitability, while ensuring competitive pricing for services.• Ensure compliance with local and national safety regulations, as well as environmental standards within the shop.• Provide ongoing training opportunities for staff to build skills and keep up with industry advancements.• Implement marketing strategies to attract new customers, and promote shop services through various channels.

• Greet customers warmly and determined their service needs through effective communication and active listening.• Assess vehicle issues and recommended appropriate services, repairs, or maintenance based on customer concerns and vehicle history.• Provide accurate cost estimates for repairs and maintenance services, ensuring transparency regarding pricing and service timelines.• Manage service appointments efficiently to maximize shop productivity and ensure timely service delivery to customers.• Keep customers informed throughout the service process, providing updates on repair progress and potential delays.• Address any customer concerns or complaints promptly and professionally, ensuring customer satisfaction and loyalty.• Accurately document customer interactions, vehicle services performed, and any recommendations for future services in the dealership management system.• Work closely with service technicians and parts departments to ensure seamless communication and service execution.• Promote service agreements, warranties, and additional services to customers in a way that aligns with their needs and benefits.• Stay updated on the latest automotive technologies and service practices to provide customers with informed advice.• Met and exceeded service department performance metrics, including customer satisfaction scores, service sales goals, and productivity targets.• Participate in ongoing training programs to enhance skills and knowledge relevant to the automotive industry and customer service excellence.

• Stay informed about the features, benefits, and differences of various car models to effectively communicate with customers.• Build rapport with customers to understand their needs and preferences, ensuring a positive buying experience.• Conduct vehicle demonstrations and test drives, highlighting the vehicle’s key features and advantages.• Utilize effective sales techniques to present financing options, promotions, and incentives to potential buyers. • Maintain contact with customers after the sale to ensure satisfaction, encourage referrals, and build long-term relationships.• Negotiate pricing and trade-in values while ensuring both the customer's needs and dealership profitability are met.• Stay updated with market trends and competitor offerings to adjust sales strategies accordingly.• Keep track of inventory levels and assist in managing the display of vehicles to maximize attractiveness and sales.• Work with finance, service, and management teams to ensure customer needs are met throughout the sales process.• Adhere to legal regulations and dealership policies throughout the sales process to maintain ethical standards.