Technical managment

EDUCATION

Studies in Automotive service and technology, 2003-2005

Associates degree in general studies, 2019

Delta College, University Center, MI

High School Diploma, June 2001

Bullock Creek High, Midland, MI

PROFESSIONAL EXPERIENCE

Morley Companies, Saginaw, MI January 2014 - Present

General Motors Technical Assistance Center Team Leader

Responsible for 15-42 Engine, Electrical and driveability inbound call consultants

Coached using the SMART, GROW, and CFR methods

Tracked metrics utilizing Microsoft Excel and helped consultants set goals to improve call and case handling

Trouble shoot IT concerns and participated as Red Hat front line support during GM's 2015 insourcing

Performed quality evaluations monthly and provided coaching as needed

Facilitate the development of employees into more advanced roles

Worked independently without direction to complete tasks efficiently

Worked as a team with other leadership to complete large goals

Work with client to streamline various process requirements and to develop thorough reporting

Recognized consultants monthly, quarterly, and annually for performance and attendance achievements

Piloted the successful launch of the GM’s 1st ever web-based dealer technician communication interface with TAC.

Was Team leader point of contact for all things Dealer Case Management related

Facilitate a bi-monthly scheduling for 36-42 agents across single and multiple MU's

Coordinate annual vacation schedules for a group of 36-42 agents

Used proprietary system to log and track attendance and payroll

helped to mentor future leaders who participated in the fundamentals of leadership program within Morley

Morley Companies, Saginaw, MI March 2011 – January 2014

General Motors Technical Assistance Center Consultant

Responsible for mentoring consultants (New Hires) to ensure they are ready for production in a timely manner

Track body/electrical system inbound call trends and informs the team of any emerging issues

Created PowerPoint presentations on system and associate’s concerns to present information to Business Unit leaders

Worked at a subject matter export for midsize car body, electrical and chassis groups.

oThis role was a last line of assistance before dispatching field service personnel.

oUnder this role worked directly with dealers to get over 40 reacquired vehicles returned to commerce

Proficient with Microsoft Office tools; PowerPoint, Excel, Word, Outlook, OneDrive, Sharepoint, and OneNote

Received inbound calls from GM dealerships requesting diagnostic assistance, and assisted them with troubleshooting

All A’s Automotive September 2009 – March 2011

Lead Diagnostic Technician

Performed diagnostics and repairs on all makes of light duty passenger vehicles

Demonstrated excellent time management and work ethic

Maintained fleets and performed their repairs

Skilled in all areas of automotive service and repair

Bridgestone/Firestone Companies -Saginaw March 2009 – September 2009

Technician

Performed diagnostics and repairs on all makes of light duty passenger vehicles

Demonstrated excellent time management and work ethic

Maintained fleets and performed their repairs

Skilled in all areas of automotive service and repair

Hobbies and other affiliations

Midland Antique Engine Club Member and Tractor Pull Co-chairman

Saginaw Valley 2-cylinder Club member

CERTIFICATIONS, ACHIEVEMENTS, & AWARDS

ASE Master certified

Sharp Shooter four times for GM TAC (top CSAT results)

Achieved Vice President and Dean's list at Delta College

Morley leadership level 1 and 2 Gold certified

PROFESSIONAL DEVELOPMENT

General Motors Team Leader Training, (2014)

General Motors Center of Learning Technical Training, (2011- Current)

General Motors Technical hands on training (2018)

General Motors Global Operations systems training (2017-current)

Knowledge in diesel exhaust aftertreatment systems (DEF, DPF and SCR)

Knowledge in automotive infotainment systems

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