Experience

UpdatePromise
• United States
• Motor Vehicle Manufacturing
• 1 - 100 Employee
• Field Implementation Specialist / Trainer

  • Oct 2022 - Present


CDK Global

• United Kingdom
• 1 - 100 Employee

• Field Implementation Specialist / Trainer — Lead

  • Mar 2020 - Oct 2022

  ▪ Configure and customize software systems based on client requirements, ensuring that the systems aligns with the organization’s workflows and business processes ▪ Implementation of software systems, tools, and processes within an organization, ensuring smooth transitions and minimal disruption to daily operation ▪ Conduct thorough testing of the implemented system to identify and resolve any functional or technical issues, ensuring a high level of quality and performance ▪ Develop and deliver training programs, workshops, and documentation to educate end-users on the functionalities and proper use of the implemented System ▪ Provide ongoing support to users, addressing their questions, issues or concerns related to the system, resolving technical problems as they arise and opening support tickets as needed ▪ Build and maintain strong relationships with clients, ensuring their satisfaction throughout the implementation process and serving as a point of contact for ongoing support and assistance ▪ Collaborate with clients, stakeholders, and cross- functional teams to gather and document system requirements, understanding their needs and objectives. ▪ Develop implementation plans, including timelines, milestones, and resource allocation, to ensure the successful execution of the project. ▪ Develop engaging and interactive training materials such as user guides, and job aids that effectively communicate the application’s usage and best practices. ▪ Tailor training programs to meet the specific needs and requirements of different user groups or departments, considering their roles, responsibilities, and proficiency levels Show less



Tesla

• Denmark
• Technology, Information and Internet
• 1 - 100 Employee

• Assistant Service Manager

  • Oct 2017 - Jun 2019

  ▪ Greet every client as soon as they pull onto the service drive. Monitor Warp Dashboard to be prepared with client’s information and concerns as they arrive ▪ Properly document client concerns, set expectations for repair time, and gather as much information as possible for technicians ▪ Maintain communication with client for duration of service visit ▪ Perform a detailed, thorough walk-around with client, notating any damage and addressing any additional needed maintenance up front to eliminate authorization holds on back-end ▪ Build the client experience by building value in the long-term benefits of owning a Tesla ▪ Work with other departments closely to ensure a seamless client experience ▪ Diffuse client escalations in a calm and controlled manner while keeping the best interest of both the client and the business in mind ▪ Work with front of house advisors, drive advisors, and technicians to identify constraints and develop/improve processes for a better workflow ▪ Tackle all obstacles with an innovative mindset to come up with creative solutions ▪ Work with managers and technician team leads to identify targets and adjust accordingly to meet daily numbers ▪ Maintain composure in high-stress situations and tackle difficult conversations with tact, while still remaining firm ▪ Work as a Service Coach to develop and implement processes to create a smoother on-boarding experience as well as identify areas in which existing team members could use improvement Show less


BMW and MINI of Dallas
• Assistant Service Manager

  • Oct 2016 - Oct 2017


Braman BMW and MINI

• Assistant Service Manager

  • Dec 2010 - Oct 2016

  ▪ Assess customer requirements, discuss service options, and provide recommendations based on the customer’s needs, vehicle condition, and manufacturer guidelines ▪ Perform preliminary vehicle inspections to identify issues, document customer concerns and gather necessary information for service technicians ▪ Keep customers informed about the progress of their service or repairs, providing regular updates on the status, estimated completion time, and any unexpected delays. ▪ Communicate additional findings or necessary repairs yo customers and obtain their approval before proceeding ▪ Identify opportunities to promote additional services, accessories or maintenance packages to enhance the customer’s vehicle ownership experience ▪ Provide accurate cost estimates for services or repairs, including parts, labor and additional charges, ensuring transparency and managing customer expectations. ▪ Generate and manage work orders, documenting service requests, repair details and service history accurately. Ensure proper documentation of services performed and maintain records for future reference. ▪ Warranty and Insurance handling: Understand and navigate warranty programs and insurance claims, assisting customers with the necess Show less



U.S. Census Bureau

• United States
• Government Administration
• 700 & Above Employee

• Crew Lead

  • Mar 2009 - Jul 2009

  ▪ Lead, train, and manage a team of census enumerators, providing guidance on procedures, protocols, and data collection techniques. ▪ Assign territories or areas to enumerators, ensuring even distribution of workloads. ▪ Monitor the performance of enumerators, providing constructive feedback and addressing any issues or concerns that arise. ▪ Motivate and encourage the team to meet productivity and accuracy targets. ▪ Performance management ▪ Approving and monitoring employees payroll **This was a TEMPORARY/SEASONAL POSITION. Show less



Wachovia Corp

• United States
• Financial Services
• 1 - 100 Employee

• Personal Banking Representative

  • Apr 2007 - Mar 2009

  ▪ Build and maintain strong relationships with customers by understanding their financial needs, goals, and preferences. ▪ Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing personalized assistance. ▪ Open new bank accounts, including savings, checking, and money market accounts, ensuring all necessary documentation and regulations are followed. ▪ Assist customers in closing accounts, updating account information, and handling account-related inquiries. ▪ Conduct thorough financial assessments with customers to understand their financial situation and goals. ▪ Recommend suitable banking products and services, such as loans, credit cards, investment opportunities, and insurance products, based on customers' needs. ▪ Identify opportunities to offer additional banking products and services that align with customers' financial objectives. ▪ Present options and benefits of various products, aiming to enhance customer relationships and increase revenue for the bank. Show less



Sprint

• Non-profit Organizations

• Sales Representative

  • Nov 2005 - Dec 2006

  ▪ Assist customers in selecting and purchasing mobile devices, plans, and accessories. ▪ Provide product information, technical support, and explanations of service plans. ▪ Process transactions, handle payments, and manage inventory. ▪ Meet sales targets and goals by upselling and cross-selling products and services. ▪ Provide excellent customer service to resolve issues and address inquiries. ▪ Assist customers in selecting and purchasing mobile devices, plans, and accessories. ▪ Provide product information, technical support, and explanations of service plans. ▪ Process transactions, handle payments, and manage inventory. ▪ Meet sales targets and goals by upselling and cross-selling products and services. ▪ Provide excellent customer service to resolve issues and address inquiries.