Chandler Clements
Niceville,FL
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with almost 20 years in Automotive SaaS and Client Support.
Overview
18
18
years of professional experience
Work History
Director of Operations
Velocity Automotive
08.2022 - 09.2023
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Collaborated with Executive Leadership Team to develop and execute long-term corporate goals and objectives.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
Director of Technical Support
Elead CRM/CDK Global
06.2012 - 07.2022
- Lead a Technical Support team of 100+ Support Representatives addressing 700-1000 support cases daily.
- Increased customer satisfaction rating to over 90% and First Call Resolution to 85%.
- Developed and implemented training initiatives for new hires and multi-teared support for clear career path progression.
- Tracked KPIs and created continuous improvement plans.
Solution Analyst/Database Admin
Elead CRM/CDK Global
03.2009 - 06.2012
- Research and Develop Execution plans for Support Teams to address client concerns more effectively
- Applied knowledge of Application and Database Structure to Implement critical changes to application functionality for better client experience
- Review, evaluate, and maintain application databases.
Client Services Agent
Elead CRM/CDK Global
01.2006 - 03.2009
- Established strong, long-term client relationships with a focus on retention and client experience
- Provided strategic recommendations to dealers based on their individual goals and overall needs
- Trained new Employees across multiple teams on Applications, Tools, and Processes.
Education
Northwest Florida State College
Niceville, FLSkills
- Collaborative Leadership
- Key Performance Indicators (KPI)
- Strategic Vision
- Client Advocacy
- Customer Relationship Management
- Budget Management
- Lean Methodology
- Acquisition Integration
- High Volume SaaS Environment
- Process improvements
Timeline
Director of Operations
Velocity Automotive
08.2022 - 09.2023
Director of Technical Support
Elead CRM/CDK Global
06.2012 - 07.2022
Solution Analyst/Database Admin
Elead CRM/CDK Global
03.2009 - 06.2012
Client Services Agent
Elead CRM/CDK Global
01.2006 - 03.2009
Northwest Florida State College
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