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Click here or scroll down to respond to this candidateCandidate's Name
CUSTOMER SUCCESS & CUSTOMER EXPERIENCE LEADERNovi, MI 48375 PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLE PROFESSIONAL SUMMARYVisionary, results-oriented executive with 10+ years of leadership experience in customer success, learning and development, and call center management at a global automotive OEM, managing cross-functional teams of 200+ and budgets of $20M+. Proven track record of building and scaling world-class customer success and call center organizations from the ground up, leading operational process design, technology integration, and talent acquisition and training while owning P&L and customer success KPIs. Extensive experience as a people leader and DEI specialist/advisor, hiring and training workforces of up to 2.5K, delivering DEI training at all levels, and establishing clearly defined service standards and metrics to build inclusive, customer-centric cultures. Adept at maintaining strong vendor relationships and managing the end-to-end vendor lifecycle, from vendor selection and RFQ/SOW development to vendor negotiations, performance management, and training and enablement. Deep expertise in building and managing robust cross-functional relationships spanning the HR, Finance, Purchasing, Engineering, and Marketing functions, establishing strategic alignment and securing stakeholder buy-in for strategic customer success initiatives. CORE COMPETENCIESStrategic Planning Customer Success Customer Relationship Management Customer Acquisition & Retention Customer Experience Customer Insights VOC Analysis Customer Health Churn Reduction Customer Enablement Customer Journey Mapping Customer Advocacy Call Center Operations Management Program Management Change Management Learning & Development (L&D) Training & Development Team Management Mentoring & Coaching Performance Management Lean Process Improvement KPI Definition & Analysis Continuous Improvement Vendor Management Cross-Functional Collaboration CAREER HIGHLIGHTS Led a team of 5 direct reports and 200+ indirect reports in developing and launching Ford Motor Companys new Ford Pro Contact Center of Excellence to service 3K+ dealerships as well as fleet and commercial clients while managing a $20M project budget. o Established robust technology infrastructure (including simplifying IVR and call routing) to reduce call transfers by 20%. o Reduced call times and improved first call resolution by 10%+ to save $3M+ annually and deliver significant growth in NPS. Built, scaled, and managed the global L&D function at Ford to support contact center operations worldwide, including developing and launching a customizable LMS to enhance knowledge sharing, learner performance, and reporting for 2.5K+ agents. o Launched a new service model and agent training curriculum to transition from a tiered to an Own the Contact (OTC) model. o Deployed the model with new processes, technology, and staff at Fords flagship contact center, growing NPS by 53 points. Developed and implemented a coach-led in-dealership training program that leveraged appreciative coaching techniques to enhance customer loyalty across 1.5K Ford dealerships by emphasizing the intrinsic link between employee experience and customer loyalty. PROFESSIONAL EXPERIENCEEvent Consultant for Non-profit Organizations, Novi, MI Consultant Event Planner Volunteer 2023 to Present Served as a consultant for the ABC Transportation Annual Children's Christmas Shopping Event, providing strategic guidance and operational support for all event planning, marketing, sponsorships, and volunteer recruitment and management. Provided strategic guidance as an executive volunteer for The Daziah T. Crawford Foundation Scholarship Recipient Drive, leading fundraising and community outreach to raise awareness and funds for the scholarship program supporting journalism students. Ford Motor Company, Dearborn, MINorth America Contact Center & Customer Success Director 2020 to 2023 Drove vision, strategy, and execution for the development of North American contact center operations as Fords first-ever North America Contact Center Manager while managing a $20M annual budget and a team of 5 direct and 200+ indirect reports. Developed and launched the Ford Pro Contact Center of Excellence to service dealerships and customers across the US and Canada in collaboration with a BPO partner, building a robust foundation for operational excellence and customer success. Created operational processes, service standards, and technical infrastructure from the ground up in partnership with BPO providers, applying lean methodologies to create high-performing, customer-oriented teams, systems, and processes. o Designed KPIs to effectively measure customer support and retention across digital, voice, social media, and email channels. o Optimized technical infrastructure with migration to the Salesforce Service Cloud and simplification of IVR and call routing. Global Contact Center Training Manager L&D Strategy Manager 2018 to 2020 Played a key leadership role in building the global L&D function for contact center operations from the ground up, integrating insights from detailed market research and analysis to craft a globally scalable learning strategy with regional customization capabilities. Owned and managed the global L&D budget of $1M, optimizing resource allocation based on extensive analysis of regional market needs and performance gaps to facilitate continuous improvement in the performance of 2.5K+ agents. Oversaw the development and implementation of a customizable LMS for multiple global partners, facilitating efficient knowledge sharing, training asset utilization, and reporting at the global level while fostering a cohesive approach to contact center agent training. Applied insights from market research and performance data analysis to innovate, standardize, and optimize training methodologies(including instructor-led and e-learning modalities) in collaboration with a BPO partner. National Retail Service Advertising Manager 2017 to 2018 Provided strategic leadership, creative direction, and execution oversight for marketing communications and advertising campaigns, national/regional service events, and promotional assets across digital, direct mail, and email channels. Coordinated all creative, operational, and logistical aspects of a multi-location photoshoot to design 75 creative assets that supported compelling communications campaigns executed annually across 3K+ dealerships. Supervised creative asset development and communications campaign execution for 4 national and regional service events that delivered 25%+ YoY growth in dealership parts and service sales. Dealer Relations Manager 2014 to 2017 Directed the strategic development and management of monthly and quarterly collaboration opportunities between the Ford Dealer Council and Ford leadership to facilitate joint resolution of customer experience and profitability challenges faced by Ford dealers. Allocated and managed a $5M annual budget in support of dealer relations initiatives, in addition to mentoring 2 business coordinators and overseeing all professional development and talent management activities across the dealer relations team. Liaised between C-suite leadership and National Dealer Council leadership to resolve business operations/profitability and customer satisfaction challenges, facilitating rapid growth in the retail business and strengthening brand loyalty. Managed sub-committees to resolve multiple sales, service, finance, and commercial issues that involved C-suite representation and in-person/virtual engagement with dealership owners. Formulated the dealer relations strategy and committee based on VOC benchmark data, in addition to attending various industry shows such as NADA, International Auto Show, and CES to both present and understand industry best practices for dealer relations. Global Consumer Experience Manager 2010 to 2014 Spearheaded strategic planning, tactical execution, and day-to-day management of a coach-led, in-dealership training program to improve customer experience and enhance customer loyalty across 1.5K dealerships worldwide. Built the program from the ground up, integrating insights and analytics from in-depth research to establish benchmarks that helped identify industry leaders in customer experience and further analysis of their customer success strategies and best practices. Utilized findings from analysis of industry-leading customer experience programs and practices to inform the design and execution of the training program, including program objectives, KPIs, and success metrics. Partnered cross-functionally with 10 internal stakeholders, 7 dealership committee representatives, and 3 vendor partners to drive seamless program execution, resulting in 20% growth in VOC metrics and 500+ growth in incremental units sold in Year 1. ADDITIONAL EXPERIENCEFixed Operations Curriculum Manager Car Marketing Strategy Manager Diversity & Worklife Manager Product Planner Office Operations Specialist Retail Marketing Manager Customer Service Manager Customer Service Representative Ford Motor Company, Dearborn, MIEDUCATIONBachelor of Arts (BA) in Marketing Michigan State University, East Lansing, MI Certification in Prompt Engineering for ChatGPT Vanderbilt University, Nashville, TN AWARDS AND HONORSCorporate Diversity & Worklife Leading the Way Award Winning Together Recognition for Outstanding Teamwork Inukshuk Award for Outstanding Leadership Ford Motor Company, Dearborn, MI TECHNICAL SKILLSGenerative AI Salesforce Service Cloud MS Dynamics 365 Lean Methodologies Canva Google Workspace MS Office Suite |
