Sara Mullan
Dearborn
Summary
Forward-thinking Operations Specialist bringing 8+ years of expertise in the automotive industry. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Previously worked and/or led teams in Michigan and the Carolinas.
Overview
12
12
years of professional experience
Work History
Field Operations Coordinator - Special Projects
Ford Motor Company
10.2023 - 06.2024
- Analyzed competitive market trends and coordinated national data submission weekly, creating reports for executive review.
- Developed modernized SharePoint site for improved project coordination, centralized file storage, and cross functional collaboration nationally.
- Created “how to” videos and program instructions for new initiatives to ensure fast adoption and utilization.
Customer Experience (CX) Manager - Detroit Region
Ford Motor Company
09.2022 - 10.2023
- Managed team of 5 supporting 170 Ford dealerships to develop brand differentiating customer experiences. Deployed data-driven strategies to understand customer demands, promote customer optionality, and further brand reputation as a CX industry leader.
- Leveraged virtual learning, and required department trainers to use Degreed and accompanying e-learning tools based on individual trainee learning needs, and established reporting cadence and format to review performance and outcomes.
- Developed and executed Detroit Region CX Business Strategy to drive brand differentiating customer experiences for 170 Detroit Region Ford dealers. Presented regional KPI execution and employee development plan to senior leadership; received approval for direct report individual professional development education and training to support stretch goals and future endeavors, aiding in self reported employee satisfaction and retention which were critical to employee productivity post-restructure.
- Detroit Region enrolled 95% of 2022 Ford Guest Experience (FGE) target dealers, ranked #4 highest attendance as %region nationally. Scheduled DEI action plan follow-up sessions in collaboration with adjacent team coaches to support dealers in creating inspiring, aspirational internal organizations, adapting business operations to reflect diverse needs, and enter growth markets equipped to compete like a challenger.
- Created supplemental DEI action plan follow-up consulting tools to equip specialists with substantiating data to garner dealership buy-in and support. Resources included: census data, JD Power rankings and insights, locality-specific Ford multicultural reports. Promoting awareness, training, process innovation, and active managerial reinforcement substantiated by employee visits led to improved dealership employee retention, self-reported employee satisfaction, and MoM rise in target market engagement measured by industry benchmarks, Ford/government/and objective third party survey results, leading theories in positive organizational studies and UX, etc.
Customer Experience Specialist
Ford Motor Company
08.2021 - 02.2022
- Researched and instituted nationally recognized Ford Pass Rewards enrollment and engagement program for dealer groups to create a standard of excellence, leveraging resources within their network, to surprise and delight.
Parts and Service Zone Manager
Ford Motor Company
12.2019 - 08.2021
- Fixed operations consultant for the 13 highest volume Ford dealerships in the Charlotte, NC metro area.
- Focus on shop loading, operational throughput optimization, remote experience profess development, technician recruitment and retention, mobile service van sales, inventory stocking, service penetration, locality benchmarking, market forecasting, etc.
Sales Operations Zone Manager
Ford Motor Company
06.2016 - 12.2019
- Analyzes advertising and follow-up procedures across media platforms (powered by Ford and third party vendors) to inform dealership marketing strategy and identify areas of effective ad spend, leveraging tier I efforts and expanding reach at tier III. Measures success by sales increase, market share, profitability, customer satisfaction, and employee satisfaction.
- Conducts multicultural assessments to inform comfortable, representative, inclusive dealership models and inspire productive ads. This translates to increased sales, market share, competitive conquest, and better customer experiences.
- Trains dealership sales team on Ford Pass/Sync Connect modem activation for ultimate customer satisfaction.
- Sells 100%+ of monthly volume objective by leveraging relationships with dealers and developing business cases using sales history, industry trends, anticipated incentives, and general industry knowledge as forecasting tools.
- Collaborated with team of 4 upper level managers to develop dealer systems training presentation. Secured meeting locations, compiled meeting materials, designed visual presentation, and presented segment.
Social Media Marketing and Development Intern
University of Michigan Ann Arbor Hands-on Museum
05.2012 - 08.2015
- Raised $5k to renovate popular exhibit by implementing social media marketing strategy, which resulted in 80% first-time donors and 100% staff participation.
- Leveraged volunteer resources to produce YouTube video for viral marketing to increase online presence and donations without budget; see it at: https://youtu.be/nkbu4mXWTao
- Oversaw brand management with marketing consulting competition team of 4; produced rebranding strategy featuring innovative marketing slogans/events in 90 hours and won competition
Development Assistant
University of Michigan Health System
01.2014 - 06.2015
- Introduced visual task-tracking system to increase communication among 4 major gift officers on 3 distinct teams with individual fundraising goals of $2M annually as part of 7-year $1B campaign.
- Cold-called prospects to gauge interest in gift discussions, helping gift officers build trips around confirmed visits which expanded donor pipeline.
- Collaborated with team of 3 to plan inaugural fundraising event for medical research at A. Alfred Taubman Institute that resulted in proceeds exceeding $100k in 2014, and $400k in 2015.
- Coordinated stewardship processes, working with clinician-scientists and department heads from the W.K. Kellogg Eye Center and Department of Surgery (Thoracic, Physical Medicine & Rehab, Emergency) to ensure timely, individualized correspondence that strengthened donor relations.
Education
Master of Management -
Stephen M. Ross School of Business
Ann Arbor, MI05.2016
Bachelor of Arts - Near Eastern Studies, Concentration in Nonprofit Development, Philanthropy, Social Entrepreneurship, Fundraising
College of Literature, Science, and the Arts
Ann Arbor, MI05.2013
Skills
- Data collection expertise
- Oversight of field activities
- Efficiency enhancement
- Employee training
- Collaborative team facilitation
- Customer support in sales
- Data-driven KPI evaluation
- Collaborative project management
- Analytical problem-solving
- Clear interpersonal communication
Languages
Arabic
ADDITIONAL
- Yelp Elite Squad Member; Dearborn “Adopt a Park” Volunteer
- Mentored on U of M Dean’s Young Alumni Council and volunteers with Martha Cook Building Alumnae Association
- Retail and Marketing Associate at TPC Michigan, Summers 2010-2012
Timeline
Field Operations Coordinator - Special Projects
Ford Motor Company
10.2023 - 06.2024
Customer Experience (CX) Manager - Detroit Region
Ford Motor Company
09.2022 - 10.2023
Customer Experience Specialist
Ford Motor Company
08.2021 - 02.2022
Parts and Service Zone Manager
Ford Motor Company
12.2019 - 08.2021
Sales Operations Zone Manager
Ford Motor Company
06.2016 - 12.2019
Development Assistant
University of Michigan Health System
01.2014 - 06.2015
Social Media Marketing and Development Intern
University of Michigan Ann Arbor Hands-on Museum
05.2012 - 08.2015
Bachelor of Arts - Near Eastern Studies, Concentration in Nonprofit Development, Philanthropy, Social Entrepreneurship, Fundraising
College of Literature, Science, and the Arts
Master of Management -
Stephen M. Ross School of Business
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