Software Developer

• 2020 - Present

• Completed Back End Software Development Certification which includes: Introduction to Java, Relational Databases with MySQL, and Web API Design with Spring Boot. • Currently working toward Front End Software Development Certification which includes: Introduction to JavaScript, Front End Technologies, and Web App Design with React. • Completed Back End Software Development Certification which includes: Introduction to Java, Relational Databases with MySQL, and Web API Design with Spring Boot. • Currently working toward Front End Software Development Certification which includes: Introduction to JavaScript, Front End Technologies, and Web App Design with React.

Certification in Graphics, Internet and Website Design

• 2019 - 2019

Soft Skills Certification: Problem Solving, Communication Strategies (additional skills below)

• 2019 - 2019

Critical Thinking, Critical Elements of Customer Service, Decision Making, Building Better Teams, Conflict Resolution, Business Ethics, Workplace Safety and Sensitivity Critical Thinking, Critical Elements of Customer Service, Decision Making, Building Better Teams, Conflict Resolution, Business Ethics, Workplace Safety and Sensitivity

Platinum Level (Highest Awarded) - ACT WorkKeys National Career Readiness Certification, Graduate

• 2019 - 2019

I was Awarded this Platinum Level credential (the Highest of four levels) which verifies my skill proficiency in: Problem solving, Critical thinking, Reading and using work-related text, Applying information from workplace documents to solve problems, Applying mathematical reasoning to work-related problems, Setting up and performing work-related mathematical calculations, Locating, synthesizing, and applying information that is presented graphically, Comparing, summarizing, and analyzing information presented in multiple related graphics. The ACT WorkKeys National Career Readiness Certificate (ACT WorkKeys NCRC®) is an assessment-based credential issued at four levels. The NCRC measures and certifies the essential work skills needed for success in jobs across industries and occupations. Show less

Software / System Technical Support, Quality Assurance, Optimization, and Customer Service Trainer

• 2017 - 2019

• Increased Manufacturer's Software Integration by 86.3% with more than 72 Dealerships' Dealer Management Software Systems in New Hampshire, Maine, Vermont and Northern Massachusetts. • Led the achievement of dealership growth metrics through coaching and consulting on service department sales and marketing strategies, methods, and tools / materials with more than 300 Dealership Owners, General Managers, Service Directors, Business Development Center / BDC Managers, Service Advisors, and Technicians. • Implemented service strategies with dealership personnel to generate business growth, increase dealer profitability, customer satisfaction, and customer service retention. Implemented, trained and monitored dealers on service lane processes. Became center of expertise with General Motors service lane tools including Service Workbench (SWB) and Online Service Scheduling (OSS). • Consultative role in the field, helping dealerships to grow business through best practices, effective use of technology, customer engagement, satisfaction, and retention. • Implement and support technology and tools used in service / business operations that increase efficiency and profitability while ensuring positive and memorable customer experiences. • Significantly increased the use, capabilities, and value of systems and tools (web, data, etc.) to innovate and improve data mining, website interactions / conversions, social media presence, etc. • Collaborated with cross-functional, multi-level rolls to define strategy, support success, and double-digit growth according to service level objectives. General Motors Subcontracted Remote Field Service Development Specialist / Technology Subject Matter Expert in Dealership Management Systems Software Integration with Manufacturer's Online Service Scheduling and Service Lane Tools / Customer Service Excellence Coach / Software Instructor / Trainer. Show less

Assistant Service Manager / Customer Service Consultant

• Nov 1995 - Mar 2017

#1 in USA for Excellence in Customer Retention and Satisfaction. Represented North America at Toyota's International Customer Service Champions Society Annual Worldwide Event in Japan with one ASM from Puerto Rico. • Consistently achieved top ranking performance / customer service scores among Assistant Service Managers in the Boston Region for more than four years. • Progressed through many roles and levels from Administration through Customer Service, Human Resources, and ultimately Service Management. • Ensured customer satisfaction by managing all information and activities related to vehicle service with efficiency, courtesy, accuracy, and speed in a high-volume, fast-paced environment. • Prioritized and orchestrated workflow to accomplish goals within strict timing expectations. • Effectively communicated with clients and internal customers through increased customer engagement strategies. • Extensive experience with CDK / ADP Dealership Management Show less

Website Design and Management, and Marketing Media Production

• 2006 - 2012

Designed and Managed Marketing (including Websites) for Two Live-Performing Bands periodically. Designed and Managed Marketing (including Websites) for Two Live-Performing Bands periodically.