Customer Service Care

DARLENE G. PIPER

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

***** ******** ***** ********: 859-***-****

Walton, KY 41094

CAREER SUMMARY

A high energy level professional with extensive experience in account management gained in fast paced environments. Proven track of being able to successfully build strong relationships with customers. Reputation for being detail oriented and resourceful to complete projects while meeting or exceeding customer requirements. High standards of ethics and integrity. Confident and committed to achieving superior results. Exceptional communication and interpersonal skills with ability to comfortably interact with all levels of organizations. Proficient in Microsoft Office, Salesforce, Tableau, Clarify, Unix, Windows. Areas of expertise include:

Customer Service Performance & Utilization Management

Account Management Technical Support

Automotive Industry Background Data Conversion

Sales Support Client Relationships

PROFESSIONAL EXPERIENCE

CDK Global, LLC, Norwood, OH September 1984 - August 2022 A leading global provider of integrated information technology and digital marketing solutions to the automotive industry. Split from ADP in 2014

Senior National Customer Success Manager March 2019 - August 2022

Senior Customer Success Advocate

Responsible for ten of the largest national automotive groups in the south region, serving as the liaison for dealership management and CDK.

Managed escalated client issues, assessed and developed action plans using regional, divisional, and technical support resources.

Supervised customer accounts of 400+ rooftops totaling approximately 15 million in recurring revenue

Engaged all departments (Sales, R&D, Product) in critical issue resolution plans as needed and to conclusion.

Served as point person to clients to help facilitate and coordinate across all CDK boundaries. Worked with 23 internal business partners and engaged with third parties on behalf of client.

Collaborated with sales and implementation teams with the end goal of ensuring our clients were promoters of CDK.

Participated in customer meetings remotely and onsite, representing Customer Care initiatives and plans.

Accessed dealership risk factors, identified mitigation strategies to ensure continued success of CDK applications and new layered application opportunities.

Established and maintained relationships with dealership management and fostered a reputation for being a trusted expert on CDK products.

Identified opportunities and created plans for addressing training needs for dealership staff.

Proactively held engagement calls to show the customer specific topics/reports for the purposes of educating and driving growth in the customer’s organization and utilization of the CDK systems they have purchased, as well as providing insights and opportunities for improvement based on key data points.

Participated in post-implementation customer transition meetings. Introduced support processes, including training on support tools and the best way to engage support and Customer Success Managers in problem resolution.

Participated in CDK internal conference calls to represent customers interests and communicate action plans as needed.

Successfully identified and implemented strategies for retaining “at risk” customers.

Utilized Vison application to manage all open issues and concerns. Utilized Salesforce for all proactive work.

Monthly engagement meetings with key management to review list of issues, establish clear goals and ensure progress milestones for client.

Worked with 23 internal business partners on behalf of customer. Advocate and escalate for the customer when needed across CDK teams.

Worked with our sales, marketing, product and operations team to continuously optimize the business.

Client Account Manager May 1997 – March 2019

Build and maintain a trusted business relationship with 1200+ automotive dealerships throughout the United States. Responsible as the primary focal point for support of client and internal sales and management escalations.

•Responsible for client retention and relationship experience.

•Strong customer service background

•Developed strong sales partnership

•Able to successfully identify and implement strategies for “at risk” clients.

•Strong account management skills via phone and onsite client senior management interaction

•Strong automotive industry experience and knowledge

•Strong product knowledge

Parts, Service, DCS, Systems, Networking Technical Support 1987 – 1997 1987 – 1997

Supported client applications

Responsible for incoming calls from client

High volume producer

Strong client communications and follow-up

Recognized from clients excellent work ethics

Team player

Strong with balancing heavy workload/multi-tasking skills

Data Conversion Specialist 1985– 1987

Responsible for migrating/converting data from competitor systems.

Data Processing Specialist 1984 - 1985

Responsible for capturing and processing of online data for accounting and parts inventory.

EDUCATION

Business Management Thomas More College, Crestview Hills, Ky

Programming Northern Kentucky State Technical College, Covington Ky

REFERENCES

Available upon request. Many CDK contacts/clients in various channels whom, I’ve worked with or supported.

SKILLS

Highly organized with excellent oral and written communication skills

High level of enthusiasm, initiative, commitment, and professionalism

Self-starter requiring very little direction and supervision.

Proven ability to think broadly and critically to creatively solve problems and challenging best solution path.

Work well under pressure with an ability to multi-task and prioritize competing priorities.

Exceptional ability to build long lasting, trusting business relationships

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