Aaron Worpell
Brighton,MI
Summary
Versatile Senior Account Manager specializing in Automotive Infotainment and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. 20 Years of Operational experience at General Motors and OnStar. Exceptional leadership and communication skills in addition to a strong focus on customer satisfaction. Proven record of building productive relationships with Suppliers at Senior levels, resolving complex issues, and winning lifelong customer loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
OnStar Dealer Accounts Senior Manager
General Motors
01.2021 - Current
- Transformed General Motors Account Manager Team
- Strategy to drive focus on cost savings and increased performance ($5M p/year savings, $10M p/year increase in performance)
- Managed Dealer Reporting Enablement to ensure accurate team reporting and forecasting
- Determined need for and implemented new Field team training (including POS creation and distribution)
- Developed and executed strategic monthly and yearly
- Incentives plans for 150 Field Team Account Managers and 40,000 General Motors Sales Consultants
- Partnered with contract staffing agencies to complete new supplier contract
- Owned $30M staff and incentives budget
OnStar Acquisitions Senior Manager
General Motors
01.2020 - 01.2021
- Led Acquisition sales strategy for OnStar & Connected
- Established Plans to help grow overall business ($2M p/year revenue increase during Pandemic)
- Partnered with channel (digital, advisor, CRM) owners to monitor and drive acquisition goal attainment
- Used critical thinking to break down problems, evaluate solutions and make decisions
General Motors Forecasting Senior Manager
General Motors
01.2018 - 01.2020
- Ensured team achieved KPIs for WFP forecast accuracy for 20+ Business Units
- Owned $80M staff and incentive budget
- Provided analytical insights to Process partners to help ensure capacity planning success
- Excellent communication skills, both verbal and written
- Organized and detail-oriented with strong work ethic
OnStar Quality Manager
General Motors
01.2016 - 01.2018
- Led team of 9 General Motors Quality Analysts whose responsibility was to ensure Call Center Agents deliver exceptional customer experiences
- Worked with Process and Performance Leadership
- Created and implemented updated Org. Quality Scorecard
- Directed Workplace of Choice results and planning sessions within team
- Identified issues, analyzed information and provided solutions to problems
OnStar Supplier Performance Manager
General Motors
01.2013 - 01.2016
- Managed day to day relationship with Supplier to ensure Customer Service Agents deliver excellent customer quality
- Worked with performance counterparts at GM call centers to develop Standard Operating Procedures
- Directed Process and Quality Teams to collectively analyze quality data and recommend improvement strategies
Senior Forecast Analyst
OnStar by GM
01.2007 - 01.2013
- Worked weekly with GM Short Term Forecasting team to determine GM vehicle sales call volume forecast
- Established effective communications strategy within OnStar Marketing teams to ensure all campaign changes were ingested into volume forecasts
- Forecasted call volume and average handle time for twelve lines of business across four supplier sites
Lead Training Quality Analyst
OnStar by GM
01.2004 - 01.2007
- Planned and coordinated all web-based and classroom training completion at each vendor
- Analyzed all call center agent training effectiveness, including employee testing and survey results of over one thousand classes yearly
- Created and implemented organizational scorecard to evaluate Training quality
- Proven ability to learn quickly and adapt to new situations
Education
Master of Arts - I/O Psychology-Workplace
University of Detroit-Mercy
Detroit, MI06.2002
B.A. - I/O Psychology-Workplace
University of Michigan - Dearborn
Dearborn, MI06.2000
Skills
- Troubleshooting and Problem Resolution
- Managing Vendors
- Managing Operations and Efficiency
- Budgeting and Resource Management
Timeline
OnStar Dealer Accounts Senior Manager
General Motors
01.2021 - Current
OnStar Acquisitions Senior Manager
General Motors
01.2020 - 01.2021
General Motors Forecasting Senior Manager
General Motors
01.2018 - 01.2020
OnStar Quality Manager
General Motors
01.2016 - 01.2018
OnStar Supplier Performance Manager
General Motors
01.2013 - 01.2016
Senior Forecast Analyst
OnStar by GM
01.2007 - 01.2013
Lead Training Quality Analyst
OnStar by GM
01.2004 - 01.2007
Master of Arts - I/O Psychology-Workplace
University of Detroit-Mercy
B.A. - I/O Psychology-Workplace
University of Michigan - Dearborn