Director of Operations

• Jan 2021 - Present

Service Advisor

• Sep 2019 - Dec 2020

In this role, I collaborated with service advisors and technicians to service 115+ customers each week, requiring consistent multi-tasking and communication across multiple platforms. I strengthened expertise in the automotive industry by building reputable client relationships. Key accomplishments: ▪ I optimized customer service strategies, resulting in a store NPS score of 91 out of 100. ▪ I was the Subject Matter Expert for Tekmetric and AutoTextMe software programs, utilizing… Show more In this role, I collaborated with service advisors and technicians to service 115+ customers each week, requiring consistent multi-tasking and communication across multiple platforms. I strengthened expertise in the automotive industry by building reputable client relationships. Key accomplishments: ▪ I optimized customer service strategies, resulting in a store NPS score of 91 out of 100. ▪ I was the Subject Matter Expert for Tekmetric and AutoTextMe software programs, utilizing knowledge for shop and colleagues to transition to new projects successfully. ▪ I completed a rigorous eight-week sales training course, resulting in enhanced customer experiences, an increased ability to turn inquiry phone calls into appointments and sales, and a better understanding of benefit-driven sales processes. ▪ I developed an in-depth knowledge of technical services to create a personalized customer experience and dispatch work to technicians more efficiently. Show less In this role, I collaborated with service advisors and technicians to service 115+ customers each week, requiring consistent multi-tasking and communication across multiple platforms. I strengthened expertise in the automotive industry by building reputable client relationships. Key accomplishments: ▪ I optimized customer service strategies, resulting in a store NPS score of 91 out of 100. ▪ I was the Subject Matter Expert for Tekmetric and AutoTextMe software programs, utilizing… Show more In this role, I collaborated with service advisors and technicians to service 115+ customers each week, requiring consistent multi-tasking and communication across multiple platforms. I strengthened expertise in the automotive industry by building reputable client relationships. Key accomplishments: ▪ I optimized customer service strategies, resulting in a store NPS score of 91 out of 100. ▪ I was the Subject Matter Expert for Tekmetric and AutoTextMe software programs, utilizing knowledge for shop and colleagues to transition to new projects successfully. ▪ I completed a rigorous eight-week sales training course, resulting in enhanced customer experiences, an increased ability to turn inquiry phone calls into appointments and sales, and a better understanding of benefit-driven sales processes. ▪ I developed an in-depth knowledge of technical services to create a personalized customer experience and dispatch work to technicians more efficiently. Show less

International Service Worker

• Jun 2015 - Aug 2019

In this role, I implemented an Arabic language and culture program in Beirut to expand business opportunities in the region. I hired, trained, and managed eight local Arabic speakers to build a portfolio of resources. Key accomplishments: ▪ I led discipleship and church planting trainings for 200+ people from different countries, resulting in increased confidence and competence in ministry work for participants and the ability to train others. ▪ I developed a network of 50+… Show more In this role, I implemented an Arabic language and culture program in Beirut to expand business opportunities in the region. I hired, trained, and managed eight local Arabic speakers to build a portfolio of resources. Key accomplishments: ▪ I led discipleship and church planting trainings for 200+ people from different countries, resulting in increased confidence and competence in ministry work for participants and the ability to train others. ▪ I developed a network of 50+ financial donors by facilitating face to face meetings, phone calls, emails, speaking engagements, casting vision, and sending weekly updates to donors who provided support for ongoing ministry needs, which helped to build out language portfolio of resources. ▪ I designed a succession plan and coached colleagues to oversee the program, which doubled in size since launch. ▪ I leveraged cultural competencies to set up a payment structure and contractual agreements between students and teachers to ensure compliance across the program and help mitigate conflict. ▪ I conducted landscape analyses to gain a better understanding of the local market and business development opportunities. Show less In this role, I implemented an Arabic language and culture program in Beirut to expand business opportunities in the region. I hired, trained, and managed eight local Arabic speakers to build a portfolio of resources. Key accomplishments: ▪ I led discipleship and church planting trainings for 200+ people from different countries, resulting in increased confidence and competence in ministry work for participants and the ability to train others. ▪ I developed a network of 50+… Show more In this role, I implemented an Arabic language and culture program in Beirut to expand business opportunities in the region. I hired, trained, and managed eight local Arabic speakers to build a portfolio of resources. Key accomplishments: ▪ I led discipleship and church planting trainings for 200+ people from different countries, resulting in increased confidence and competence in ministry work for participants and the ability to train others. ▪ I developed a network of 50+ financial donors by facilitating face to face meetings, phone calls, emails, speaking engagements, casting vision, and sending weekly updates to donors who provided support for ongoing ministry needs, which helped to build out language portfolio of resources. ▪ I designed a succession plan and coached colleagues to oversee the program, which doubled in size since launch. ▪ I leveraged cultural competencies to set up a payment structure and contractual agreements between students and teachers to ensure compliance across the program and help mitigate conflict. ▪ I conducted landscape analyses to gain a better understanding of the local market and business development opportunities. Show less

Financial Analyst

• Feb 2014 - May 2015

In this role, I provided monthly financial reporting, bill auditing, and rate plan optimization reports to decision-makers for Fortune 500 clients. Key accomplishments: ▪ I educated colleagues on new plans and provided training on Excel models for analyzing data and giving more robust recommendations for rate plan changes. ▪ I implemented wireless cost-saving initiatives, providing up to 40% reductions on clients' monthly wireless spending. ▪ I collaborated with Access database… Show more In this role, I provided monthly financial reporting, bill auditing, and rate plan optimization reports to decision-makers for Fortune 500 clients. Key accomplishments: ▪ I educated colleagues on new plans and provided training on Excel models for analyzing data and giving more robust recommendations for rate plan changes. ▪ I implemented wireless cost-saving initiatives, providing up to 40% reductions on clients' monthly wireless spending. ▪ I collaborated with Access database experts to automate reporting that would reflect new plan options into Excel, which increased efficiency and accuracy in expense optimization reports. ▪ I partnered with the business development team to provide savings projections for potential leads to secure new client contracts. Show less In this role, I provided monthly financial reporting, bill auditing, and rate plan optimization reports to decision-makers for Fortune 500 clients. Key accomplishments: ▪ I educated colleagues on new plans and provided training on Excel models for analyzing data and giving more robust recommendations for rate plan changes. ▪ I implemented wireless cost-saving initiatives, providing up to 40% reductions on clients' monthly wireless spending. ▪ I collaborated with Access database… Show more In this role, I provided monthly financial reporting, bill auditing, and rate plan optimization reports to decision-makers for Fortune 500 clients. Key accomplishments: ▪ I educated colleagues on new plans and provided training on Excel models for analyzing data and giving more robust recommendations for rate plan changes. ▪ I implemented wireless cost-saving initiatives, providing up to 40% reductions on clients' monthly wireless spending. ▪ I collaborated with Access database experts to automate reporting that would reflect new plan options into Excel, which increased efficiency and accuracy in expense optimization reports. ▪ I partnered with the business development team to provide savings projections for potential leads to secure new client contracts. Show less

Project Manager

• Sep 2013 - Feb 2014

In this role, I identified target markets and led re-branding efforts to improve company marketability. Key accomplishments: ▪ I managed the marketing strategy for customers, including direct advertising, social media strategies, and brand awareness initiatives, resulting in new leads for new residential fence projects. ▪ I independently managed full-cycle projects from initial sale to fence construction, which increased sales and leadership scope. In this role, I identified target markets and led re-branding efforts to improve company marketability. Key accomplishments: ▪ I managed the marketing strategy for customers, including direct advertising, social media strategies, and brand awareness initiatives, resulting in new leads for new residential fence projects. ▪ I independently managed full-cycle projects from initial sale to fence construction, which increased sales and leadership scope.

Operations and Loan Department Assistant

• Oct 2010 - Oct 2011

In this role, I prepared detailed month-end Excel reports of a bank's loan portfolio for the President and Board of Directors. Key accomplishment: ▪ I developed an understanding of cross-departmental functions to supplement capacity needs across the organization. In this role, I prepared detailed month-end Excel reports of a bank's loan portfolio for the President and Board of Directors. Key accomplishment: ▪ I developed an understanding of cross-departmental functions to supplement capacity needs across the organization.

Store Associate

• Sep 2009 - Apr 2010

Consulted customers in store and over phone on work projects and educated customers on product information Managed warehouse inventory and appearance of sales floor Collaborated with a team to handle both walk-in customers as well as large contractor orders Consulted customers in store and over phone on work projects and educated customers on product information Managed warehouse inventory and appearance of sales floor Collaborated with a team to handle both walk-in customers as well as large contractor orders