Staffing and Recruiting for LocalAuctions.com and AuctionCrew.com

Concierge Manager/Sales Ops* Managed sales and operations to provide a "White Glove" customer experience* Represented (SME) Sales and Concierge team projects, working closely with cross functional teams* Managed relationships with the most valuable dealership groups across the country* Managed and trained Concierge team to be a one stop shop for all Concierge client needs* Monitored team activity via SalesForce and Five9 reviewing calls, text, emails for higher performing customer care results, sales, cross selling.* Monitored case management queue ensuring all cases and tasks were resolved within SLA * Managed the Sales and Arbitrations on high visibility escalations* Evaluated NPS (Net Promoter Score) reports* Managed the buyer journeys and acted as the VOC (Voice of the Customer) for internal teams* Managed process improvements, streamlining, and workflow efficiencies for both Sales and Operations* Conducted UAT (User Acceptance Testing) for new applications, customer experience, and post sale workflow* Managed operational activities with pre and post sales, Program Directors, and production support and clients* Managed the sales and operations reporting and analytics using SalesForce, V1, and Tableau platforms

•Develops business plans and sales strategies to ensure attainment of company sales goals •Responsible for the performance and development of 18 Account Managers •Prepares action plans by individuals as well as by team for effective search of sales leads and prospects •Conducts 1:1 reviews with all Account Managers to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Manager sales and performance.•Provides timely feedback to senior management regarding performance.•Maintains accurate records of all sales, and activity reports•Controls expenses to meet budget guidelines

•Managed logistical day to day operations of the Accounts Receivable department including Collections Dept., Floorplan Dept., and Cash Applications Dept.•Monthly preparation of aging to include 180+ write off to bad debt, and DSO for multiple AR sub categories•Responsible for maintaining a positive AR profile throughout the year with minimum bad debt expense •Coordinating operational activities with numerous banking institutions to expand Floorplan partnerships•WFB, Chase, NMAC, Comerica, Huntington Natn’l, Bank of the West•Work closely with Sales and Operations for better floorplan awareness and drive utilization rate•Heavily involved in process improvements, streamlining, and workflow efficiencies•User Acceptance Testing for releases that may have impact to AR department including Collections, Cash Applications, and Floorplans.•Coordinated operational activities with Pre and Post Sales, Program Directors, Production Support and Clients•Tracked and responds to all urgent issues for the team•Trained new processes and policies across business

•Managed logistical day to day operations of Nissan, Honda, and Porsche accounts•Created working procedures and programs functions for operational effectiveness•Coordinated operational activities with Pre and Post Sales, Program Directors, Production Support and Clients•Tracked and responded to all customer service requests/issues of assigned accounts•Coordinated operational activities with Pre and Post Sales, Program Directors, Production Support and Clients•Provided information, defining operational issues, test criteria, and expected outcome to Production Support •Proactively searches out and discovers potential customer service and operational improvements

•Managed Reconciliation team of 13 in Malaysia•Directly involved in hiring, training, and team building for GACM•Managed Accounts working closely with cross functional teams •Lead projects with Asset Management and Business Analyst teams •Maintained 24 hour customer service response agreement•Responded to Inbound/Outbound Client and Vendor calls•Managed Reconciliation daily priorities •Processed Asset Direct and Add/Move-Updates •Ensured accuracy and updated AssetCenter database •Created Intel Action Property Requests (IPAR’s) to ensure that SAP/Cube are kept in sync •Monitored and managed the statistics of all Asset Direct Requests and IPAR’s •Researched SAP/Cube asset data / Worked closely with ISTG FA’s and Capital Finance •Analyzed Audit results and Physical Inventory Project•Contributed on the Fixed Assets Accounting Audits for all of ISTG •Created and distributed Recon Indicators, Metric, and graphs •Created the Asset Direct Server Registration Admin guide •Trained on IPAR and Asset Direct tools •Identified bug and enhancements of process tools that are being used by DRR •Created User Stories and Business Cases of bugs or enhancements •Quality Controlled process tools being utilized by GACM,CIR and DRR