Customer Success Manager

• Mar 2023 - Present

Account Manager

• Apr 2022 - Apr 2023

Customer Experience Manager

• Dec 2019 - Jan 2021

•Head of customer experience management department for Greater Maine •Owned each customer experience across the entire customer lifecycle, including onboarding, setting clear expectations, continual engagement, providing value, and following up after installation •Conferred with the sales, marketing, and service teams to quickly and effectively resolve customer inquiries •Anticipated needs and predicted behavior of customers by analyzing and synthesizing data extracted from Medallia Experience Platform •Held weekly meetings with all departments to report on customer reviews and provided tangible feedback and training for growth •Managed all installation teams weekly operations schedule •Achieved top 10 overall national net promotor score (NPS) out of 100+ locations •Increased revenue growth rate by 100 % for year

Team Service Manager

• Dec 2016 - Dec 2019

•Managed a dedicated team of technicians and service assistants, ensuring an efficient and profitable shop •Met personal, company, and manufacturer goals by providing exceptional customer satisfaction while striving for high labor gross, parts gross, and effective labor rate •Earned the 2016 Ford President's Award, an award presented to the top 6 percent of 5,000+ dealerships nationwide for customer satisfaction •2016,2017 'DealerRater Dealer Of The Year Award' for exceptional service •2016,2017,2018,2019 'Best Places To Work' - Maine

Assistant Team Service Manager

• Jun 2013 - Jun 2016

• Worked closely with team service managers, assisting with professionally greeting customers and writing up work orders to achieve the best customer experience• Became proficient in the communication process, scheduling, and providing helpful services while keeping a positive attitude• Submitted applications and advocated for manufacturer and aftermarket warranty approvals• 2015, 2016 'Consumer Satisfaction Award' recipient. Award recognizing Top 10% U.S. franchise dealers based on their outstanding customer satisfaction• 2015 'Nissan Dealer Of The Year Award'

Rental Sales Agent

• Jun 2007 - Jun 2013