Tony Webb, Mba Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Denver, Co

• Continually drive prioritization and development of enhancements to the case / ticket process in Salesforce from concept to implementation using Agile, including QA strategy, rollout communications, and integration into training curriculum. • Mobilized 250+ seat Customer Support Teams across 5 operational sites to transition to a work-from-home model in less than 7 days in response to COVID-19 pandemic. Led daily stand ups to manage through unique challenges presented. • Designed voice-of-the-customer (VOC) program to collect dealer and consumer feedback from call/chat/email/portal interactions. Consistent 78% participation rate; overall Ease of Doing business rating at 88.3% and rising during pandemic. • Engaged AI vendor to utilize machine learning to pinpoint friction with certain products/processes/policies, collaborating weekly to produce reports on top actions to improve the Customer Experience. Cascaded findings to Product Teams.• Brought skills-based routing to Customer Support, creating a tiered system of deeply knowledgeable specialists to address the most common dealer issues, as well as a career path for CSRs to grow according to their interests and aptitudes. Complemented change with a simplified IVR / phone menu, reducing transfers due to incorrectly routed calls by 18%.

Denver, Co

Denver, Co

Selected client experience:• Automotive Quality – Led supplier quality audits for a leading German luxury automotive OEM, measuring performance efficiencies and calculating capacity to support planned production volume increase of 40,000 units. Analyzed investment requests from suppliers, evaluating true needs based on review of physical plant operations. Presented findings to buyers, management, and prepared summaries for board leadership.• Automotive Process Design – Performed risk assessment on product launch and pricing methodologies at a Tier 1 supplier of innovative powertrain management technologies and transmission systems. Analyzed existing processes at the supplier’s key assembly plant, including new product launch process and supplier quality audits. Highlighted areas of greatest risk and developed mitigation strategies. • Instructional Design – Following an SAP system implementation at a large utility company, feedback from operations and global procurement indicated a lack of understanding and ability to use, affecting maintenance, operations, and supplier payments. Led workstream to design Procurement training modules in multiple delivery formats (classroom and virtual), identified gaps in current learning content, and developed sustainability plan, putting into place a regular update cadence for training material. Responsible for leading development of 3 courses; reviewed and refined content on 4 additional courses, drawing on instructional design experience from industry. Delivered over 10 courses on multiple sites, reaching over 1250 end users at all levels of the organization. Led 2 day train-the-trainer course as part of sustainability plan. Mentored 2 staff resources on the engagement, leading them to manage all logistical aspects for course delivery, including audience identification through focused analytics. Identified possible follow-on work for client; plans were accepted for 2 project extensions.

Greater Chicago Area

• Automotive Service Parts – Drove process mapping of “As-Is state” of value chain at a $16 billion heavy manufacturing client, working with Director- and VP-level personnel. Applied special focus to parts distribution network supporting dealer aftersales service, analyzing in-house distribution network operations. Laid out future state for the client, incorporating partner knowledge of tax-effective supply chain management practices, identifying what functions should be centralized to achieve an annual cost savings of $750 million.

Dearborn, Mi

• Managed team of technical authors for development of vehicle service procedures, ensuring that all service information and wiring diagrams were delivered before vehicles reached dealers on 100% of new model programs.• Developed understanding of automotive service parts business, including packaging, distribution strategy, inventory management at the dealer site, and supporting catalog systems.• Assisted dealers with customer relations concerns, representing Ford corporate, performing on-site technical consultations to resolve vehicle issues. Advised dealers on leading practices for service and parts operations.• Led 8-person cross-functional team (including software/hardware suppliers) to launch instantaneous feedback technology within the online shop manual, allowing dealer technicians to read real-time vehicle data within test procedure steps. • Directed revision of diagnostic procedures for accelerated team projects, supporting new tool introductions that addressed high-instance misdiagnosis, resulting in over $4.2 million annual warranty cost savings. • Conducted train-the-trainer pilot courses for the newly revised Ford Master Technician curriculum, emphasizing interactive instruction, coaching, and experiential learning. Collected feedback from senior dealer-based master technicians on new training content, and leveraged it to refine material for use in Ford training centers worldwide.• Ordered and managed 69-unit prototype vehicle development fleet for the department, consisting of samples from the entire Ford product lineup, optimizing option content by vehicle to promote the efficient development of shop manual content and photographic artwork. Exercise resulted in a fleet size reduction of 8 units.• Familiar with automotive sub-systems, wiring diagrams, technical writing, and content management systems.

Hermosillo, Mexico

• Led changeover from battery room to point-of-use charging for material handling vehicles, directing delivery and installation of 97 new fork lifts and 146 charging stations, communicating with suppliers, contractors, plant engineering, and hourly employees. Identified by US Engineering Lead as the on-site Mat’l Planning “go-to guy”. • Collaborated with key suppliers to establish supplier park adjacent to plant, leading implementation of WhereNet RFID system to track JIT deliveries and support real-time inventory level updates.

Mba, Supply Chain & Operations, Marketing

Activities and Societies: Faculty selected member of Consulting Academy, Graduate Assistantship Recipient (Merit-based), Consulting Club.

Bsba, Mechanical Engineering, Finance, Marketing

Activities and Societies: Co-chair: Student Activities Committee - Student Government; SAE Formula 1 Challenge; SAE International.

Education record

Activities and Societies: National Honor Society, International Thespian Society, Track & Field, Television Production