Experience

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  Stellantis

  • Connected Services Training Knowledge and Quality Manager

    • Mar 2023 - Present

  • Connected Vehicle Operations - Connected Services Process Specialist

    • Jan 2021 - Mar 2023

• 

  General Motors

  • Global Customer Experience Quality Leader at General Motors

    • Nov 2016 - Jan 2021

  • Global Contact Center Quality Process Leader and Quality Supervisor

    • Oct 2016 - Jan 2021

  • Global Contact Center Transformation Business Leader

    • Nov 2015 - Oct 2016

  • Global Connected Customer Quality Tools and Process Leader

    • Dec 2013 - Nov 2015

  • Contact Center Quality Analyst

    • May 2013 - Dec 2013

• 

  Dell

  • Auburn Hills, MI

  • Trainer

    • Oct 2009 - Nov 2012
    • Auburn Hills, MI

    •Developed, implemented, and maintained training curriculum for the Volkswagen Customer Care Center.•Facilitated new hire, recurrent, and supplementary training for various levels of the organization.•Maintained direct relationships with client to ensure quality delivery and goals are consistentl...

• 

  Percepta

  • Dearborn, MI

  • Trainer

    • Jan 2009 - Sep 2009
    • Dearborn, MI

    • Performed needs analysis, design, as well as developed comprehensive training for various levels of the organization utilizing adult training principles and methodologies.• Facilitated training for various levels of the organization using adult training techniques.• Analyzed and modified pro...

• 

  Compuware

  • Detroit, MI

  • Professional Staff

    • Apr 1999 - Jan 2009
    • Detroit, MI

    • Completed intensive Professional Development Program for Client-Server development.• Maintained Ford-Lincoln-Mercury dealership and corporate satellite network connectivity.• Performed quality assurance monitoring and provided mentoring and coaching.• Performed needs analysis, design, as we...