Customer Experience Manager

• Mar 2022 - Present

•Manage the Customer Experience program, including customer training, product training/deliveries, and customer feedback channels•Manage the Adventures program, including design, planning, and execution of regular off-grid trips throughout North America•Head Adventure Guide, providing customers with safe and memorable experiences out in the wild•Plan and execute Annual Owners Rally events, including vendors, staff, and customer services•Provide classes on technical offroad driving, vehicle recovery, and other outdoor skills•Act as company spokesperson for media opportunities, marketing, and other public events•Provide technical expertise to sales department and staff Show less

Service Advisor

• Jun 2020 - Mar 2022

•Primary contact for customer service and technical support for all product lines.•Assisted in managing department staff and all service-related logistics.•Provided training to technicians, and ensure product quality through QC inspections.•Managed department scheduling, parts availability, and interdepartmental communications.•Provided after-hours and emergency customer support.

Spokesperson/Special Projects

• Oct 2019 - Mar 2022

•Presented multiple in-depth videos to introduce new product line, receiving millions of views.•Led Owner's Rally with 25 customer-owned vehicles on a multi-state expedition that included specialized training and classes in subjects such as off-road driving techniques, vehicle recovery, off-grid living in extreme weather circumstances, and other expedition-related skills.

Delivery Specialist

• May 2019 - Jun 2020

•Trained customers on their new vehicles, and how to effectively use them in varied situations.•Worked with customers and production team to identify improvements in different systems.•Acted as personal liaison to high-profile clients.

Quality Control Specialist

• Oct 2018 - Jun 2020

•Inspected completed vehicles for functionality and aesthetics, and created extensive ‘punch-lists’ to document and correct errors found.•Inspected all aspects of production to maintain quality standard throughout the build process.•Handled custom projects, including R&D for standard improvements as well as customer-specific unique options.•Trained new employees on their roles in the build process and quality standard of the vehicles.

Production Technician

• Oct 2017 - Oct 2018

•Built custom expeditionary vehicles in all areas of production at the highest level of quality.•Developed skills in woodworking, general assembly, composites, electrical, design, and more.

Director of Business Development

• Jul 2016 - May 2017

•Worked to develop new business opportunities in new markets and territories. •Responsible for discovering and acquiring leads and connections that ensure the growth of the company. •Led efforts for contract acquisition, including federal contracts available for bid. •Managed a diverse network of contacts including current clients, potential customers, and possible partnerships. •Worked to develop new business opportunities in new markets and territories. •Responsible for discovering and acquiring leads and connections that ensure the growth of the company. •Led efforts for contract acquisition, including federal contracts available for bid. •Managed a diverse network of contacts including current clients, potential customers, and possible partnerships.

Shop Manager

• Apr 2016 - Jul 2016

•Improved customer relations through personal involvement with project planning.•Served as assistant to the owner/manager for all business, planning, creative design, and employee relations.•Assisted with all aspects of vehicle customization and transformation.

Intern

• May 2014 - Apr 2016

Builder

• Jun 2011 - Aug 2012

•Built long-term customer base by insuring the highest quality on personalized bicycles. •Assisted in sales as a subject matter expert to the sales force. •Built long-term customer base by insuring the highest quality on personalized bicycles. •Assisted in sales as a subject matter expert to the sales force.