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Service Representative Call Center

Phoenix, AZ
November 05, 2022

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Phoenix, AZ 480-***-****

Director of Product management

I have worked in Operations and Product Management for the last 10 years. I have experience working with developers and customers in complex problem solving, and Product Management. As a driver of performance my developers are implementing solutions all across our platform. Demonstrated aptitude for utilizing leadership expertise to align strategy with organizational goals, for greater product success. I have gained experience working with developers to develop system requirements to satisfy our customers for the best services.


Operations ● Project Management ● Training ● Employee Engagement ● Change Management

Customer Satisfaction ● Leadership ● Communication ● Strategic Planning ● Business Analysis ● Vendor Management

Professional Experience

DealerPeak Apr 2012 - Present

Director of Product

-Lead our Development Team to make improvements in our company app in order to service our customers to industry standard or above.

-Lead our development team to release 40 new releases on our software over the last 12 months the most releases ever in a 12-month span in company history.

-Worked with industry leading companies to scope our software to be more competitive in the CRM marketplace.

-Mange the product roadmap while working with C-Level members to keep direction and focus on our company goals.

Director of Operations

-Conducted internal business analysis revealing insufficient customer communications; developed issue flow chart and playbook for customer communication policies and procedures; resulting in call center operations personnel to resolve issues in less than 48 hours.

-Improved customer retention rate by 150% - creating, deploying and implementing a streamlined process for interdepartmental communications.

-Shaped and established internal hiring and training processes – including formalized employee onboarding systems; improving employee engagement levels and decreasing employee turnover.

-Held training sessions for employees to increase product knowledge, service, and customer satisfaction.

-Created a lead submission requirement and process flow for non-sales employees, including spiff initiatives to encourage upsell results. for them to be incentivized to deliver these sales.

-Coached non-sales employees to reach target metrics and identify opportunities for upsell and cross-sale – all goals reached since program introduction over last 6 months.

-Collaborated with Programming Division in several key projects building electronic reports our customers required to plug logic gaps, build sales log, improve metric reporting, develop variable ROI tracking function, and improve agent reporting for cross selling functionality.

-Lead corporate initiatives for employee recognition and reward programs – personally creating and sponsoring Employee of the Month Reward programs to improve employee morale.

Operations and Project Manager

-Collaborated with all company departments to analyze overall business operations and recommend new policies and procedures to streamline processes while ensuring consistency, improve company efficiency, and completeness of services provided.

-Created “First 48 Rule” resulting in unified requirements for support teams, reduced response times, increased efficiency, and improved customer relations.

-Created a comprehensive on-boarding program for all new staff, including organized training sessions on the company, how the company fits within the automotive industry, and how each position supports overall goals, significantly improving internal rates of attrition, and employee understanding of individual positions and the company.

Lead Trainer

-Traveled to over 250 Auto Dealers across United States and served as internal consultant, educator and problem-solver for use of technology and process improvement to maximize profits.

-Created training modules and led employee training sessions on products and client service.

USAA Sep 2010 – Sep 2011

Investment Representative

-Provide general financial advice to 30+ clients per day including; budget management, banking, investment and insurance recommendations.

-Sold USAA’s investment strategies and principals, promoting organizational growth and higher market valuation for the company; meeting quarterly sales quotas.

Vanguard Investment Group Oct 2008 – May 2010

Client Service Representative

-Provide guidance to clients for retirement and tax planning strategies.

-Performed transnational duties; buying and selling investments, processing loans and withdrawals, and executing rollovers.


[MA] Masters in Public Administration, University of Phoenix, 2018

[BS] Bachelor of Science in Criminal Justice & Administration, University of Phoenix, 2016

[AA] Associate of Science in Criminal Justice Studies, Paradise Valley CC, 2007


Certified Scrum Product Owner (Sept 2021) Scrum Allliance

FINRA registered representative - Series 6, 7, and 63 licenses

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