Sterling K. Johnson Email & Phone Number

Carmel, California, United States

Carmel, California

Offering drivers the opportunity to explore the unmatched all-terrain capability & technology of the latest range of Land Rover vehicles. Providing drivers with an exhilarating range of specialized training with on & off-road adventures under my professional guidance. We offer a unique choice of courses and activities ranging from basic off-road training, vehicle recovery & winching to dynamic multi-day expeditions.

Monterey, California

- Monterey Motorsports Festival / Promoter- Toyota 4Runner debut & Tacoma - Land Cruiser media launch / Driver & Course Development - Mullen Automotive & Bollinger Motors CES / Team Manager & Product Lead- Mullen Automotive Strikingly Different Tour / Team Manager & Course Designer and Builder- Land Rover Defender North America Debut / Driver, Sr. Instructor & Vehicle Specialist- Jaguar Land Rover In-Retail Trainer / Facilitator & Vehicle Specialist Trainer for 15 Dealerships- Jaguar E-Pace Launch & Staff Training / Event Lead, Driver, Vehicle Specialist & Facilitator- Car & Driver Jaguar - Land Rover USA Commercials / Lead Driver & Vehicle Specialist- Lincoln Continental Media Launch North America - Event Lead, Driver, Instructor & Vehicle Specialist- Nissan Titan Ride & Drive Program, Texas State Fair / Lead Driver, Instructor & Vehicle Specialist- Nissan Titan Pro 4X4, Pathfinder & Armada Media Launch / Lead Driver, Instructor & Vehicle Specialist- Western Automotive Journalists Event (2015, ‘16, ‘17, ’18, ’19) / Driver, Instructor, Facilitator & Course Designer

San Jose, California, United States

- Works every day to deliver a world-class customer experience. - Answer phone calls, emails, and drive-in's to address any customer concern with the highest level of response and attention.- Works collaboratively with Operations teams to communicate with customers and identify solutions to reduce customer impact.- Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.- Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system. - Translate customer-reported service-related problems to actionable work orders for technicians to complete.- Communicate estimated completion time, regular updates, and follow through on each customer vehicle.- Coordinate and communicate the details of every vehicle with each customer prior to delivery.- Analyzes service lapses that result in customer impact and provide feedback and reporting as needed.- Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly.- Perform detailed daily record keeping and reporting.- Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager.- Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.- Perform other service-related duties as assigned and be an advocate for our customers.- Over-deliver in a team-based environment to achieve a common goal.

Remote

As the Lead Demonstration Drive Specialist I supported the core team in building, testing, and iterating on the many different aspects of demonstration drive experiences. In addition, I acted as a train-the-trainer and lead my team to be safe and aware of their surroundings. Ultimately I had a great responsibility to ensure that customers who attend our drive events walked away feeling intimately cared for and supported. I worked to build a team of customer-centric individuals with an uncanny ability to deliver exceptional hospitality. I wanted to humanize the process towards ownership with a can-do attitude and ability to innovate on the fly to meet the customer where they are in their own journey. I was proactive in finding the best solutions at hand and continue to evolve and refine thinking to ensure we over-deliver on every aspect of our customer’s expectations. Demonstration drives is the moment in which our customers will experience our vehicle and our brand for the very first time. I looked to enhance their experience with the subtleties in which we greet, engage, and guide them through their time spent in our space. These activations provided our community a chance to ask questions, experience the product, and discover what is next on their journey. I utilized the guiding principles of our company compass values to over deliver in everything I worked on.

California, United States

Teaching operational features that may not have been clear at the initial delivery. Covering harder to operate features where additional instruction and support materials may be required. Taking the opportunity to re-engage the customer in a more convenient location at their pace and comfort. My Encore Delivery process is designed to ensure the customer gets the maximum enjoyment and understanding of their new vehicle, maintaining a single point of contact in the future for any issues they may want to cover at a later date.