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1062 South Diamond Street
Ravenna, OH 44266
Home: 330.296.6404
Cell: 330.760.7777
Experienced Process Improvement, Customer Service and Training Manager with prov
en success implementing sales and service programs contributing towards employee
development, productivity improvement and increased revenue. Highly effective i
n partnering with managers to influence employees towards achievement of organiz
ational goals. Exceptional interpersonal and written communications skills. Self
-motivated professional skilled in meeting all challenges and capable of embraci
ng change.
Customer Service
Change Management
Conflict Resolution
Process Improvement
Learning and Development
Public Speaking
Quality Assurance
Diplomacy and Negotiation
Inventory Control
Profit and Loss
Talent Management
Business Operations Consulting, Knowledge Center 2005 - 2010
* Maximized efficiencies, improved service and increased sales by consulting and
advising 500+ dealerships, general / department managers and owners nationwide
on best practices in utilizing Business Management Program.
* Established and maintained effective relationships with stakeholders to enhanc
e overall operations, sales, service, inventory control, security, software reso
lution support, and administration / human resources management.
* Provided training sessions on new technologies, applications, and software upd
* Authored clear, concise Knowledge Base articles for case resolution, providing
self-help ability to licensed dealerships nationwide.
* Retained 3 major dealership accounts valued at $80K+ by identifying root cause
issues, assimilating facts, researching data / business practices and solving i
* Achieved <2% shrinkage for dealerships by advising on best inventory managemen
t / control practices. Functioned as ??go-to?? expert for dealer principals and
parts managers nationwide. Sole liaison between dealerships and third party inve
ntory scanning organizations.
* Improved dealership efficiencies by managing System Improvement Requests, resu
lting in program change functionality and enhancing program ease of use.
Training / Learning & Development Software Support Specialist 2000 ?V 2005
* Created and delivered Relationship Training classes and new hire orientation f
or 60+ Knowledge Center software support employees. This included training staff
on five modules including point-of-sale, service, vehicle sales, administration
, and inventory control.
* Trained Knowledge Center customer service / software support employees on busi
ness management program to ensure understanding, support accuracy, and timely ca
se resolution to complex inquires.
* Developed certification tests to assess training needs and to qualify knowledg
e / performance levels.
* Assisted in writing TALONes comprehension training manuals, quick guides, and
tools for dealerships, delivering training via classrooms, on-location, and the
phone on functionality and utilization of core modules and applications.
* Delivered Business Management solutions nationwide to new and existing dealers
hip principals and department managers. Traveled to 100+ dealerships providing o
n-site business solution training.
* Led a team of 6 testers and regression program test scripts to proceed to Beta
-testing programming level.
* Provided feedback to programming staff on defects and design change needs, res
ulting in high quality product and functionality that met the dealership busines
s needs.
* Provided conflict resolution as liaison between dealership and software develo
pment during Beta on-site testing phase. Traveled on-site to train and support B
eta testing dealerships ensuring successful business operation of newly installe
d server, network systems, and business management program.
OPTION ONE / AEROTEK, INC., Seven Hills, OH 1999 - 2000
Technical Writer / Customer Service Call Center Consultant
* Wrote customer care procedures manual for virtual bank, collaborating with KPM
G in development of customer care center.
* Established procedures for test call center for bank customer service call cen
ter. Tested use of IVR system navigation design.
ENVIROTEST SYSTEMS, Twinsburg, OH 1996 - 1999
Customer Service Manager / Damage Claims Administrator
* Managed OHIOs 1-800-CAR-TEST call center of 6 customer service phone reps, ans
wering 3000+ calls per month addressing emissions testing inquires. Utilized cus
tomer surveys for service and environment improvement. Worked directly with Stat
e of Ohio??s Government Officials, complying with EPA regulations and claim prac
* Led Damage Claims Administration of 1000+ claims annually.
* Saved over $100K per year by diligent research, claims resolution, arbitration
and small claims court representation.
* Received recognition and awards for customer service and claim resolution effo
* Trained 44 facility managers statewide regarding customer service and safety p
* Performed public speaking for Public Relations department addressing testing i
ssues with state vehicle licensing facilities.
* BBA, 3 Concentrations: Organizational Psychology and Development, Management,
Human Resources Management, American InterContinental University, Hoffman Estate
s, IL, 2008, Cum Laude
* AA, Business Administration, American InterContinental University, Hoffman Est
ates, IL, 2007
* American Management Association
Basic Supervision
Communicating with Diplomacy and Tact
* Peter Berlin Management Association
People Management
Power Negotiation
Interviewing - Training - Evaluations
Loss Prevention and Legal Management
* Fred Pryor Seminars
Business Writing for Results, Grammar and Usage
How to Manage People Conflict, Anger and Emotion
* Zenger Miller Courses ?V Professional Management Series
* Roetzel & Roetzel Law Offices ?V Small Claims Court Representation
* STI / World Class Customer Service Professional
Operating Systems
Windows 98, Windows XL Professional, Windows 2003, 2007, Vista, UNIX, Novell Net
MSOffice, Lotus Notes, Adobe, Macromedia, Access 4.0 / 97, eProfile, Peachtree,
PeopleSoft, Clarion, Crystal Reports, Mercury Quality Center 9.0
SQL, Oracle, MAGIC, Top Scan, DOS
IVR, Telstar Communications, CISCO, CISCO Reports
Project Hire