Results-Driven Client Success and Ops Leader

Malik Q. Tann

*****.**@*****.*** 229-***-****

SUMMARY

Results-driven professional passionate about creating seamless experiences, empowering teams, and driving impact. With extensive experience in client success, training, operations, and communications, I excel at turning complex processes into clear, actionable strategies that boost efficiency and satisfaction. Known for building strong relationships, leading cross-functional initiatives, and delivering measurable results, I thrive in fast-paced environments where innovation, collaboration, and problem-solving are key. EDUCATION

Toccoa Falls College, Toccoa Falls, GA 05/2016

BA, Business Management with a minor in Sports Management SKILLS

● Microsoft Office 365

● Workday

● Salesforce

● CRM

● SEO

● Workfront

● Website Design

● SharePoint

● Power BI

● Route One

● CDK

● DealerTrack

CORE COMPETENCIES

● Internal & Leadership

Communications

● Employee Experience

Strategy

● Change Management

● Workflow Optimization

● Creative CRM Tools

● Training & Development

● Branding & Messaging

● Quality Assurance

● Cross-Functional

Collaboration

ADDITIONAL TRAINING

● Interpersonal Communication

● Using Questions to Foster Critical Thinking

● Project Management Foundations

● Developing Emotional Intelligence

PROFESSIONAL WORK EXPERIENCE

Golling Auto Group

Sales Professional 09/2025 – Present

● Achieved a full sales ramp-up in under 30 days, mastering CDJR product lines and sales processes at a pace that outperformed new-hire expectations and positioned me as an emerging leader and go-to resource on the floor.

● Set the tone for work ethic on the floor — consistently taking initiative, driving follow-up activity, and modeling high-energy, customer-first behaviors that boosted team morale and overall showroom momentum.

● Delivered early results through disciplined pipeline management, clear communication, and a consultative sales style — showcasing the ability to influence customer decisions, support team performance, and uphold a high-standard sales culture. RAY LAETHEM MOTOR VILLAGE

Finance Manager 04/2024 – 07/2025

● Led client engagement and delivered strategic presentations to enhance customer experience and drive departmental profitability.

● Created marketing materials and internal guides, improving product knowledge, onboarding, and training efficiency.

● Collaborated with cross-functional teams to streamline financial processes and maintain compliance with evolving regulations.

Malik Q. Tann

*****.**@*****.*** 229-***-****

● Implemented strategies to maximize revenue and achieve sales targets for financial products, strengthening overall business performance.

ROCKET MORTGAGE

Product Marketer 05/2023 – 10/2023

● Developed and executed marketing strategies, increasing customer engagement by 20% through the creation of targeted digital and print content.

● Designed flyers, banners, and social media content that aligned with B2B and B2C marketing goals, enhancing brand visibility and engagement.

● Conducted market research and competitive analysis, resulting in a 15% increase in campaign performance.

● Managed cross-functional team communications to ensure timely delivery of promotional materials across channels.

Training & Development Manager 10/2020 – 05/2023

● Conducted market research and competitive analysis, improving campaign performance by 15% through actionable insights.

● Managed cross-functional team communications to ensure timely delivery of training and promotional materials.

● Developed and distributed 100+ job aids and learning resources, supporting operational excellence and process improvement.

● Facilitated classroom and virtual training sessions, increasing team readiness and ensuring consistent execution of key operational tasks.

● Partnered with departments to identify workflow gaps and implement solutions aligned with organizational goals.

Client Relations Manager 01/2020 – 10/2020

● Supervised daily operations of a 12-member client success team, ensuring high-quality service delivery and adherence to performance standards.

● Mentored team members in effective communication, empathy, and problem-solving, reducing average response times by 28%.

● Conducted regular quality reviews of client interactions across calls, chats, and emails to maintain consistent excellence.

● Collaborated with cross-functional teams to resolve client escalations and improve overall satisfaction scores.

Client Communication & Loan Coordinator 09/2016 – 01/2020

● Managed high-volume internal and client communications with accuracy and efficiency, consistently meeting SLA targets.

● Developed and maintained standardized communication templates, improving clarity, consistency, and client experience.

● Collaborated with marketing, IT, and service teams to ensure timely and effective updates for employees and clients.

● Partnered with leadership to distribute policy updates and procedural changes, ensuring compliance and clear understanding across teams.

Malik Q. Tann

*****.**@*****.*** 229-***-****

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