CRM-Organization Coaching & Development- on Customer Centric

PRESENTATION OF QUALIFICATIONS

NERISHA ARCE

*******.****@***.***

301-***-**** Cell

301-***-**** Home

OBJECTIVE

Offering over 15 years of Client Services, Organization Coaching, Training, Employer Professional Development and Management experience, excellent people skills, excellent problems solving skills & work great in any Team environment or individually.

CAREER HIGHLIGHTS

Yellow Belt SIX-Sigma Certification- completing Green

Extensive Data Base Management

CTT + Certified Professional

Extensive Organizational Development & Management Training

Extensive hands-on finance and personnel management experience

SME in Client Relations and problem-solving

Skilled communicator

SME B2B Sales, CDK-DMS & Layered Applications

MANAGEMENT SKILLS

Coaching & Development, Data Base & CRM Management

Outgoing and easily adaptable to situations and personalities

Able to handle challenging situations logically and professionally

Observes and evaluates employees’ job performance

Implemented innovative scheduling and procedures reducing labor costs

SME in data analytics and generates reports for senior management on KPI

Trains/coach employees on how to perform their daily tasks, supervises staff, develops training curriculum and materials for ongoing training/coaching.

EDUCATION

Bachelor of Science in Management, Pepperdine University, Malibu, California 1994

WORK HISTORY

NERISHA ARCE

CDK- Continued 9-10 Present- Current position-Elead National Consultant

Core responsibility - Execute installation processes to assure consistent quality installation training. Imbed the software by training dealership personnel on Best practice processes associated with CRM Products and Services including but not limited to, CRM, ILM, Desking Products, Data Base Mining, Contact Center Services, Texting, and Reporting. Train specific dealership personnel on Administrative Functions associated with these products. Assure software adjustments are made to personalize the software for the store and users as needed during installation and follow-up visits. Execute initiatives focused on minimizing potential product cancellations. Achieve Performance Goals in Key Areas including but not limited to: Assure dealership retention of products and services. Achieve consistent high levels of Customer Satisfaction. Develop training resources for trainers, other eLead associates and customers, as assigned. Personally develop and participate in training to enhance skills. Participate in twice-weekly trainer conference calls. Participate in other assigned team meetings by phone and in-person. Lead, or assist with, CRM installations as assigned. Effectively communicate ideas for improvement. Participate in installations, support requests, and training execution to assure quality control in training.

PSG Consulting & BD Foundation Consulting

As an SME my primary role is to collaborate with dealership senior management, Dealer Principal and his/her management team to develop industry standards processes that will grow their organization to a benchmark preforming dealer, implementing Business Development strategies, in both Sales and Service departments. In addition, Coach/Train all personnel on overcoming change and creating a paradigm shift for a new culture of the dealership and align with OEM’s incentives. Monitors the critical metrics necessary (KPI’s) to grow the dealership’s bottom line, providing the information needed to make key decisions without information overload.

Consult with all levels of dealership management to evaluate business goals, dealership (group) strategies and consulting visit objectives. Evaluate dealership knowledge of CDK DMS utilization along with layered applications.

Work individually or partner and collaborate with Executive Coach to identify process workflow gaps and create solutions and best practices that drive dealership efficiency, system utilization, margins, sales, productivity utilizing KPI’s.

Provide solution training/coaching one-on-one with dealership personnel. Training includes, but is not limited to, CDK products, business workflows, and best practices that correspond to the workflow/process improvements being implemented.

Have the ability to create and maintain a process driven work environment.

Coach BDM on how to motivate a BDC team – by leading by example and offering support staff and clients.

Coach on the importance of effective communication, by working closely with other departments and managers.

Coach on maximizing Sales & Profitability to agreed levels of performance. Forecasting goals & objectives by collecting and analyzing KPI’s.

Complete action Item trip reports in designated timeframe. Recommend additional CDK solutions to client as needed

07/10 – Present

Utilization & Training Consultant, ADP/CDK

Responsibilities

Communicate effectively with clients for both initial service of implementation and testing for F&I, Sales, CRM, Inventory Management & Digital Contracting

Facilitates on-site Training and Implementation of Products and Services as outlined in the contract.

Work both independently and part of a Team on projects completion of tasks as directed by Project and Implementation Manager. Provides timely and accurate input on project status.

Expert @ Multi-Tasking, Telephone Skills, written communication, and Teamwork.

Conducts in-depth analysis of client’s needs and requirements and specifications to determine the appropriate course of action.

Possesses and applies professional skills and knowledge in job related areas; keeps abreast of current developments and trends in areas of expertise. Accomplishes project requirements by monitoring results.

Overcomes unforeseen obstacles & barriers by utilizing clear communication delivered in a professional manner in order to attain cooperation and buy-in from both clients and internal associates.

Demonstrates expert knowledge of applicable products and services by delivering solutions to meet client and business needs.

Gathers information necessary to make decisions; anticipates, identifies, eliminates and resolves problems in a timely manner.

8/06 – 12/08 Corporate Dir -CRM – Data Base Management, Easterns Auto Group, Reston, Virginia

Responsible for Training & Development of all Sales Consultant & Management Team

Create and maintain a process driven work environment.

Train and motivate BDC team – lead by example.

Support staff and clients both internally and externally.

Work closely with other department managers.

Maximize Sales & Profitability to agreed levels of performance.

Forecasting goals & objectives.

Collect and analyze all reporting on KPI’s to senior management.

Responsible for the developmental of all training & coaching materials of the Business Development Call Center which handled over 15,000 sales calls and internet leads per month driven by a $5-million-dollar advertising budget.

Responsible for the Management of all Data Bases & made the determination of user access at all security levels

Directly supervise a team of 20 call center and web center agents

Provide and document performance feedback through side-by-side coaching, performance reviews and goal setting, and deficiency management

Support and communicate business goals, quality standards, processes and procedures, and policies

Administer motivational programs that includes incentives, contests, and team performance programs

Participate in the interviewing process and make hiring recommendations

Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace

Consults directly with Executive hierarchy.

5/00 – 8/06 CRM & DMS Consultant Trainer, Reynolds and Reynolds, Fairfax, Virginia

Installation & Training liaison between the client and the corporate office,

Facilitated all functions that occur on client site

Coordinate product implementation activities with clients

Communicate effectively with clients for both initial service implementation and testing

Identify organizational profit leaks, brainstorm, develop and execute satisfactory solutions

Plan, manage, and implement training for dealership wide software conversions

Develop and manage customer relationships that foster organizational growth for mutual benefit

Participate in product development activities when appropriate

Design & build Business Development Centers

Manage and coordinate Sales and Finance & Insurance Training & Development worth more than 10 million in revenue

Trained dealership personnel on more than 50 software modules

Consult auto motive leaders to help streamline sales & marketing and tailor technical solutions to meet dealer’s long term goals.

Manage time and expenses effectively to lower cost and produce profits (90-95% travel)

Problem solve major process issues and trouble shoot minor system glitches

9/98 – 5/00 INSTALLATION/TRAINER LIAISON, Symitar, San Diego, California

Coordinate product implementation activities with clients

Communicate effectively with clients for both initial service implementation and testing

Facilitated all functions that occurred on the Client site

Responsible for learning and Maintaining overall knowledge of Symitar Software

Creates and reviews training classes and curriculum

Participate in product development activities when appropriate

Verifying and analyzing database for accuracy and security

Trains clients on new software applications and troubleshoots batch processes

Responsible for all Clients follow up visits and on going issues or concerns

8/97 – 9/98 REGIONAL ASSISTANT to VP, Chevy Chase, F.S.B., Bethesda Maryland

Support operations for 23 Bank Branches in the Washington, DC Metropolitan area

Directly responsible for the staffing, recruiting of employees and monitoring their training & development at all stages

Assesses branch staffing requirements and allocates resources to meet daily branch business demands

Generates extensive branch sales performance reports for the Regional Vice President

Identifies and resolves issues to improve branch sales performance

Provided guidance and sales direction that enabled all branches to meet or exceed sales quotas

Established informal management teams between branches

1/96 – 8/97 ASSISTANT BRANCH MANAGER, Chevy Chase, F.S.B., P.G. Plaza, Adelphi, Maryland

Established schedules, delegated job responsibilities and evaluated work performance

Cultivated sales, sold mortgages, auto, consumer loans and credit card accounts

Trained employees on new bank systems; ensured employees complied with bank regulations

Troubleshoot and resolved customer service problems

Obtained six referrals per month for home equity loans on own, which fulfilled branch goals

Achieved a 90 percent customer satisfaction rating for branch services

Trained employees in team selling techniques which improved productivity by 100 percent

Personally groomed 25 part/full-time employees for supervisory positions

9/86 – 5/95 SR. LOAN OFFICER, Marine Air Federal Credit Union, Santa Ana, California

Processed, reviewed and approved loan applications for our Members Serving the Arm Force’s

Interviewed applicants, gather and analyze financial information collected from credit bureaus

Qualified applicants for various loan amounts based on credit worthiness and ability to repay based on debt to income ratio

Applied underwriting criteria to applicant information & submit to Board of Directors for approval outside my approval limit

Helped plan and execute marketing campaigns to grow our network of Members, to generate Auto Loans, Visa & Master Cards & Home Loans

Consistently meet & or exceed my monthly goals set by the Board of Directors

In absence of the Operations Manager, was responsible for Loan Officers, Tellers and overseeing the daily branch operations.

Gained extensive knowledge of federal lending Laws & Guidelines set by The National Credit Union Associations (CUNA).

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