Christen Hood
Victoria,TX
Summary
I am a results-driven professional with strong communication, organizational, and interpersonal skills, complemented by a passion for problem-solving and continuous learning. I consistently strive for excellence in every role I undertake and am dedicated to fostering teamwork and a positive work culture. Throughout my career, I have consistently ranked among the top performers, including recognition such as the 2018 President's Club at TrueCar, multiple Employee of the Month awards, top performer in dealership engagement at CarNow, and Top 10 sales at LegalZoom. These achievements reflect my strong work ethic, commitment to excellence, and ability to deliver measurable results.
Overview
17
17
years of professional experience
Work History
Product Support Manager
Rollick, Inc.
04.2023 - 06.2025
- Transitioned from implementation and integration specialist to a company-wide technical support leader, managing all escalated technical issues and overseeing cross-functional resolution processes.
- Collaborated closely with cross-functional teams—including Product, Engineering, Sales, and Account Management—to resolve product issues, oversee new integrations, and perform daily system audits across all company platforms.
- Provided expert technical support for internal teams and external clients, addressing challenges related to inventory feeds, website integrations, lead management, product functionality, and data routing.
- Managed issue triage and escalation workflows, coordinating with developers to ensure timely resolution and clear communication across departments.
- Partnered with Salesforce, JIRA, and internal lead routing and parsing systems to design and refine processes that improved onboarding efficiency and customer satisfaction.
- Designed and delivered comprehensive training programs to strengthen staff knowledge of product features, support protocols, and troubleshooting techniques.
- Implemented workflow optimizations and automation solutions using tools like Power Automate, significantly reducing response times and improving operational efficiency.
- Conducted quality assurance (QA) testing for new product releases, identifying bugs, ensuring product readiness, and providing actionable feedback to enhance platform stability.
- Collaborated with the Product Team to analyze user feedback and data trends, contributing to the design of new product features and system enhancements that improved customer experience.
Regional Performance Manager
CarNow Inc.
09.2021 - 02.2023
- Managed a diverse book of business across Texas, overseeing all aspects of client onboarding, staff training, marketing strategy, technical support, and data analysis to drive customer retention and sales growth.
- Integrated advanced Digital Retailing and communication tools into dealership operations, creating a seamless online-to-in-store experience that significantly enhanced performance and customer satisfaction.
- Served as the primary point of contact for client-facing and technical issues, coordinating with DMS, CRM, website, and inventory partners to resolve challenges efficiently.
- Utilized a wide range of platforms and software including Salesforce, JIRA, Microsoft 365, Google Workspace, Canva, Power Automate, Zapier, Help Juice, Confluence, Zoom, Teams, Slack, and Mailgun.
- Maintained 150+ accounts while consistently generating new sales referrals through relationship building and strategic support.
- Developed and implemented process improvements to increase efficiency, including automating repetitive workflows and optimizing communication channels.
- Collaborated with developers to troubleshoot and resolve technical issues involving CSS, JavaScript, and HTML; currently pursuing certification in JavaScript and Python development.
- Designed and delivered customized training programs to enhance employee engagement and professional development across sales and service teams.
- Introduced KPI tracking systems and performance management strategies that improved accountability, productivity, and overall team effectiveness.
- Created individualized coaching and development plans, empowering team members to achieve measurable performance goals.
Small Business Specialist – Sales
Legal Zoom
11.2020 - 08.2021
- Provide small business solutions such as entity formations and management.
- Creating LLCs, DBAs, Corporations, Non Profits, Foreign Qualifications, LLPs, LPs
- Assist currently active businesses manage and maintain their businesses with the appropriate government agencies.
- Provided knowledge and education on government formalities and cost
- Required to maintain 100% or more of revenue goals that fluctuate between 60k to 80k monthly
Client Success Manager
TRUECar
03.2016 - 08.2020
- Managed a dynamic portfolio of 400+ franchise and independent dealership accounts, serving as the primary point of contact for all client relations, performance reviews, and strategic consultations.
- Delivered data-driven business consultations, leveraging market analysis to guide dealerships on best practices for maximizing ROI, sales performance, and customer satisfaction.
- Oversaw escalations related to ROI performance, billing, contract negotiations, rate adjustments, and technical challenges, ensuring swift resolution and client satisfaction.
- Supported seamless product integrations by assisting dealerships with CRM, DMS, inventory management, and website implementations.
- Designed and facilitated training programs for dealership sales and service teams, focusing on effective communication strategies and customer experience optimization.
- Developed detailed success plans outlining key performance metrics, success factors, and potential risks, providing actionable recommendations to drive dealership growth.
- Built trusted advisor relationships with clients, proactively ensuring alignment with business goals and long-term success.
- Partnered with internal Product and Engineering teams to enhance and design new product features, contributing technical insights and industry expertise to improve platform functionality.
- Collaborated on special projects, including authoring a comprehensive one-source operations manual covering dealership sales and service workflows.
- Supported the Product Team with OEM incentive alignment and new vehicle pricing strategies to improve platform accuracy and competitiveness.
General Manager
Multi One Incorporated
03.2015 - 12.2015
- Managed all aspects of business
- Created CRM and inventory database
- Built a warehouse for inventory
- Implemented marketing and advertising programs
- Managed accounts payable and receivable
- Facilitated sales and service consultations
Assistant Manager
Discount Tire
02.2008 - 02.2015
- Managed daily operations of the service department, overseeing a team of 20+ employees to ensure efficient workflow, safety compliance, and high-quality service delivery.
- Optimized department processes to improve operational efficiency, enhance safety standards, and reduce human error during vehicle servicing.
- Directed sales negotiations, inventory management, and staff training initiatives, contributing to consistent achievement of department and company-wide performance goals.
- Developed and implemented improved workflows and specialized applications adopted company-wide, streamlining communication and service procedures.
- Consistently exceeded sales targets by promoting and selling high-performing, value-driven products tailored to customer needs.
- Supported new hire onboarding and training, fostering a culture of continuous learning and customer-focused service excellence.
Education
Undergraduate - Mechanical Engineering, Computer Science
Austin Community College
Skills
- Organizational Excellence & Time Management: Highly organized, detail-oriented, adept at multitasking, task prioritization, and ensuring reliability in high-volume environments
- Communication & Interpersonal Skills: Strong written and oral communication, active listening, relationship building, team collaboration, and customer-focused engagement
- Problem Solving & Analytical Thinking: Creative thinker with strong analytical skills, adept at identifying solutions, managing escalations, and analyzing customer feedback to drive improvements
- Adaptability & Decision-Making: Flexible and adaptable, capable of independent work and effective decision-making in dynamic environments
- Leadership & Team Development: Team building, self-motivation, fostering positive work culture, and mentoring peers to achieve performance goals
- Customer & Business Acumen: Customer relationship management, value proposition development, and strategic support to enhance satisfaction and business outcomes
- Sales Force
- Microsoft 365
- Google Suite
- JIRA
- Confluence
- Tableau
- Help Juice
- CSS, HTML and JavaScript
- Teams, Slack and Zoom
- Help Juice
- FileZilla
- Power Automate
- ChatGTP
- AI Platforms
LinkedIn: wwwlinkedincom/in/christen-hood-990310ba
Core Skills & Competencies
Systems, Program Languages and Software Experience
SPECIAL INTERESTS & ACCOMPLISHMENTS
I studied C++, JavaScript, HTML and CSS. I also studied music theory and Microsoft suite. I tutored students in math, as I was top of my class in College Algebra and Trigonometry. I also studied the guitar, drums, bass and piano.
Timeline
Product Support Manager
Rollick, Inc.
04.2023 - 06.2025
Regional Performance Manager
CarNow Inc.
09.2021 - 02.2023
Small Business Specialist – Sales
Legal Zoom
11.2020 - 08.2021
Client Success Manager
TRUECar
03.2016 - 08.2020
General Manager
Multi One Incorporated
03.2015 - 12.2015
Assistant Manager
Discount Tire
02.2008 - 02.2015
Undergraduate - Mechanical Engineering, Computer Science
Austin Community College