Cory Graves

• Championed quality assurance initiatives leading to enhanced product offerings and increased customer satisfaction ratings.
• Developed and executed strategic plans to drive growth, profitability, and market share.
• Overcame challenging barriers in the marketplace by adapting strategies based on industry trends or shifting client preferences.
• Expanded revenue streams by identifying untapped markets or alternate sales channels for existing products/services offerings.
• Assisted in marketing strategy implementation, preparing comprehensive project proposals and advising business expansion team on best practices.
• Collaborated with senior leadership to align organizational goals with market opportunities and competitive advantages.
• Fostered a culture of innovation by encouraging collaboration and idea sharing among team members.
• Reduced operating costs through thorough analysis of expenditures, identification of inefficiencies, and implementation of cost-saving measures.
• Implemented data-driven decision-making practices to guide business strategy and direction.

• Build and maintain the key information in the Customer Identity Card.
• Establish an Account diagnostic (environment analysis, purchasing policy, SWOT of the customer).
• Identify key contacts using the power map.
• Analyze and understand Michelin competitive situation within the Account.
• Clearly define the Account expectations and regularly assess their level of satisfaction with Michelin.
• Identify advocates inside the Account using the power map.
• Define Account strategy aligned with the Entity strategy:
• Define and validate with management at minimum a 1 to 3 years account strategy aligned with the Entity strategy.
• Develop an annual plan with the customer:
• For each objective, identify the levers (related to offer, relationship, and operations) that are needed to ensure the completion of the objective.
• Negotiate and validate the development plan internally and with the Account.
• Build and negotiate an operational action plan with the Account:
• Breakdown the levers into actions. Create local work instructions in support of the operational plan.
• Negotiate a formal agreement with the customer:
• Prepare the negotiation following guidelines given by the entity.
• Manage the legal and financial risks.
• Build the negotiation strategy using tools and techniques learnt during negotiation courses.
• Conclude the negotiation outcome by a formal contract validated by management and legal.
• Functionally manage the account team:
• Define clear roles, responsibilities, and expectations. Share them and ensure alignment with the manager of each team member.
• Provide feedback to the hierarchical manager for each team member.
• Share the operational action plan with all people within the Account team.
• Manage the implementation of the operational plan:
• Analyze business results and propose corrective actions using the pilotage approach.
• Follow the progress of each individual action included in the operational action plan.

• Built and maintained strong client relationships to drive business growth.
• Strengthened client relationships through regular communication and effective problem solving.

• Generated reporting packages for areas such as business performance results.
• Assisted with training of new employees, offering constructive feedback on completion of job tasks.
• Support Services Operations Manager, the NEX – Operations Manager, & the Customer Relations Manager in operational improvements and resolution of various situations to deliver top-notch customer service.
• Improved customer satisfaction by promptly resolving conflicts and responding to tire data requests.
• Created user documentation and manuals for use in training classes and on-boarding sessions.
• Collaborated with peers to deliver consistent service and promote customer retention.
• Established and maintained key relationships with business stakeholders to promote future opportunities.
• In-depth understanding of S.O.P.’s as they are directed towards Michelin Fleet Solutions and the impact, they have on the end users.
• Knowledge of Michelin Logistics, DC’s and shipping processes.

• Identified potential risks and opportunities by conducting thorough variance analyses between actuals and projections.
• Collaborated closely with cross-functional teams to ensure accurate reporting and alignment of financial goals.

Input statement information, reconciled accounts and resolved discrepancies.
• Answered customer questions in friendly and knowledgeable manner to maintain high satisfaction levels.
• Obtained quotes from various suppliers to determine most cost-effective purchasing options.
• Responded to phone and email questions and concerns, typically resolving issues within 24 hours.
• Delivered high level of service and support to each customer, paving way for future business opportunities.
• Assisted with training of new employees, offering constructive feedback on completion of job tasks.