Senior Manager Customer Experience

Brian Stoll

469-***-**** *********@*****.*** linkedin.com/in/52-brian-stoll

Professional Profile

Results-driven Senior Manager with 10+ years of experience in operational leadership, process improvement, and program management within the SaaS, education, and automotive industries. Adept at building high performing teams, developing and implementing training strategies, data driven improvements, and leading cross-functional collaboration. Expertise in enhancing operations, achieving goals, program expansion, and automotive knowledge. Seeking to leverage strategic planning and problem-solving skills to drive company success. Experience

04/2017 – Present Senior Manager- Operations/Customer Experience ALLDATA Dallas, Texas

• Department leader for customer experience and support efforts; filling knowledge gaps for customers and successfully resolving over 25k customer touches annually.

• Mentored management team to polish operations across four international locations leading to seven straight years of exceeding service level agreement goals and an industry best 28-minute response time.

• Championed company culture and vision while orchestrating hiring and retainment efforts, achieving 95% retention of team members with an average tenure of over 6 years.

• Identified customer needs for product development and improvement by conducting qualitative and quantitative analysis of survey results, existing data, and data warehouse information.

• Represented the Voice of the Customer (VoC) and provided automotive industry expertise to cross-functional teams including software, content, sales, retention, and marketing, ensuring customer-centric solutions.

• Developed, implemented, and delivered target audience training and best practices for organizational new hires and existing sales teams which contributed to record sales figures in the past 3 years.

• Strategically aligned department vision with company direction, tripling department revenue to over $2.5 million in under 5 years.

• Successfully negotiated with C-Suite leadership to acquire resources for critical Tech-Assist and ALLDATA Diagnostics Scan Tool product improvements, boosting customer satisfaction.

• Leveraged expertise in curriculum development, training, and media production to enhance customer experience by developing customer-facing tutorial videos, training programs and best practices for both internal and external customers.

• Spearheaded ongoing sales training and marketing efforts while managing budgeting and expenses contributing to exceeding organizational EBIT goals for four straight years.

• Successfully oversaw department expansion, transitioning from one to three offices nationwide and establishing a remote international team which included hiring, training, and procurement efforts.

• Collaborated with marketing to promote an industry leading product by developing newsletters, webinars, training videos, and other media.

• Awarded ALLDATA’s 2021 Extra Miler of the Year, the company’s highest award for outstanding dedication. 03/2014-03/2017 Automotive Program Department Head Tidewater Tech Trades Norfolk, VA

• Directed all aspects of the automotive program, leading a team of eight instructors while ensuring compliance with Department of Education, COE, and NATEF standards.

• Developed and launched certification programs, maintaining accreditation and industry-aligned standards.

• Recruited, onboarded, and mentored faculty, fostering professional growth and a collaborative, high- performing work environment.

• Planned and coordinated course schedules, section builds, and delivery methods to ensure smooth program operations.

• Handled student inquiries and conflicts, resolving complaints, grading issues, and academic concerns.

• Managed departmental budgets, optimized resource usage, and aligned goals with organizational objectives.

• Established partnerships with local businesses, advisory boards, and industry stakeholders to enhance student placements, certification programs (SnapOn NC3, ASE, SP/2), and overall program effectiveness.

• Served as lead instructor teaching classes across all automotive subjects with specialty in electrical.

• Coordinated and ensured completion of continuing education for all staff, including myself, to maintain certifications and stay current with industry standards.

• Enhanced student achievement by implementing support strategies, monitoring progress, and providing ongoing academic guidance.

• Led key initiatives to advance program quality, student outcomes, and alignment with industry standards. 11/2009-03/2014 Store Manager Firestone Complete Auto Care Virginia Beach, VA

• Oversaw all aspects of daily operations, ensuring efficiency and productivity which contributed to exceeding company sales goals for four consecutive years.

• Resolved customer service issues with effective communication and conflict management.

• Managed accounts payable, receivables, inventory, and supply procurement.

• Improved operational efficiency by delivering targeted training that equipped technicians and front-line staff with the latest technological knowledge and best practice skills. 11/1999-11/2008 President Millennium Motorsports Inc. Norfolk, VA

• Directed a 10-person cross-functional team (sales, service, production) to elevate the company to a nationally recognized custom racing shop, achieving features in television shows and multiple magazines.

• Pioneered advancements in the import racing scene, specializing in turbocharger system design, custom engine swaps, and engine management systems.

• Oversaw all aspects of small business operations, including: o Developing and executing marketing strategies, including website design. o Accounting functions such as general ledger management, payroll, and tax preparation. o Serving as the Corporation’s Registered Agent.

Core Competencies & Technical Skills

Leadership Strategic Planning Lean/Kaizen Process Improvement Project Management Data Analysis & Reporting Business Negotiation Problem Solving Collaboration Cross-Functional Communication Training & Development Operations Management Budget Management Automotive Diagnostics Voice of the Customer Insight Excel (Power User) Microsoft Office Suite Power BI/Query SQL Video Production Graphic Design Education

Bachelor’s Degree Business Administration & Organizational Supervision University of North Texas, Denton, Texas 2023-2024 GPA: 4.0 Associate of Science General Studies

Collin College, McKinney, Texas 2022 GPA: 4.0

Additional Training and Certifications

Google Project Manager Professional Certificate Google IT Support Professional Certificate ASE L1 Certified ASE Master Tech Certified A1-A8 OSHA 10 Certified Dale Carnegie Leadership Graduate Six Sigma Training

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