Resume: Traci

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Resume: Traci

Traci A. Becker-Hedges

**** ******* ****

San Angelo, TX 76905

Phone: 325-***-****

E-mail: acgjrb@r.postjobfree.com

Experience

**/****-*******

Recovery Specialist

Performant Recovery, Inc.

San Angelo, TX

Manage portfolio of 200+ collection accounts. Top performer for 6 months.

4/2009 – 2/2012

Account Executive

Agero, Inc.

Irving/TX

Responsible for the development and marketing of Mercedes-Benz Connected Vehicle Services

(Telematics) accounts with Mercedes-Benz Dealerships.

Job Duties:

Ensuring Positive Dealer Relationships:

Maintained contact with Dealers through phone, email & personal visits to resolve concerns.

Made proactive outbound dealer calls per week.

Visited Dealers to continue their training about our program. Planned and executed at least one

Marketing trip per quarter, each at least 10 days in length. Visited 98% of the dealers within a

reasonable driving area on each trip, all trips consisted of driving a minimum of 1,200 miles.

Ensured Dealer Incentive payments were processed in an efficient, accurate and timely manner.

Prepared weekly payment lists. Responded to dealer payout concerns by immediately

researching with Accounting.

Act as Support/Liaison to Customer Care:

Assisted Customer Care with program information (answer questions and concerns; foster

positive relationships between our internal relationships and our Dealer Partners).

Followed up with dealers and customers regarding account and service issues as needed.

Supported weekly Call Calibration Audits to ensure accurate information is being provided and

to identify calls that provided excellent customer service.

Became well versed in Telematics to be able to troubleshoot and train Dealerships and Customer

Care Agents with hardware and software issues.

Protect and Grow Revenue:

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Resume: Traci

Work error reports daily that track billing errors and data mismatches.

Provided ongoing training with Dealers for Selling Connected Vehicle Services and Upselling.

Created seasonal dealer email and ensured it was emailed to existing and newly solicited dealer

contacts. Actively harvested additional revenue opportunities.

8/2004 - 4/2008

Warranty/Centralized Invoicing Administrator

Lithia Motors, Inc.

San Angelo/TX

Warranty Administrator/Centralized Invoicing Administrator, Service Department

In charge of all service-department Warranty activities, including hiring, training, and

supervising employees in warranty operations.

Responsible for all computer-system maintenance and updates.

In charge of all aspects of Warranty Operations including booking and closing all Warranty

Repair Orders in line with GM P&P and collections of warranty invoices as well as

reconciliation of Warranty, PDI and Sublet Schedules.

Supervised 3 employees in Centralized Invoicing office. Responsible for booking and closing all

Repair Orders and making Accounting corrections.

Use ADP, DMS, Access and DSDA software and execute ADP Warranty Wizard updates. Use of

GM applications such as SI, Epic, Pulse, WINS E-claim, GMVIS, Messenger and GMWPC.

Calculate profit margins and determine costs. Promote Customer pay and implement programs to

boost profit.

Performed as Safety Committee Secretary for 3 years and was in charge of all Incident Reports

and accompanying claims.

Train all personnel in performing Warranty repairs in accordance with GM Policies &

Procedures.

Acted as GM Training Administrator for all Fixed Operations employees.

ASE Certified Service Advisor.

GM Mark Of Excellence Top Performer; #1 in the Nation in Service Personnel – Other for 2

consecutive years.

8/1999 - 8/2004

Customer Assistance Center Team Manager

Sitel

Austin/TX

Contract employee to General Motors and well versed in GM Policies & Procedures and all GM

computer applications.

Responsible for managing a team of 15 to 60 employees.

Academy Team Manager for 1 year, in charge of being the bridge between Training and

Production. Implemented training course for new recruits which resulted in speeding up

profitability.

Leader in Goodwill production and knowledge base.

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Resume: Traci

Winner of numerous awards including STAR for 6 consecutive Quarters.

Sitel, Austin, TX 1999-2000

Customer Assistance Center, Customer Relationship Manager

Contract Employee to General Motors.

Provided excellent customer service while maintaining established metrics and quality control.

Chosen to assist in starting new business unit to provide customer service to Dealership partners,

DBC.

Promoted through 3 levels of management within 10 months.

6/1996 - 9/1999

Office and Finance Manager

Texas Auto Outlet

Pflugerville/TX

Expanded sales team from 2 to 17 representatives.

Forged and maintained relationships with lending institutions.

Expanded sales and accounts to exceed $15 million.

One of 3 original employees to start up this dealership.

2/1992 - 9/1996

Office Manager

Coy's Fine Cars

San Angelo/TX

Maintained all financial records to include P&L and all Federal and States tax records.

Responsible for licensing and registrations for all vehicles and the business.

Maintained relationships with lending institutions.

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