Cydne Lawrence
Detroit,MI
Overview
14
14
years of professional experience
Work History
Release Services Analyst
Ford Motor Company (HTC Global)
11.2024 - 09.2025
- Support and enforce change coordination meetings and processes for Engineers
- Hold Engineering, Production and Developing teams accountable for delivering inputs/deliverables/approvals
- Facilitate (and document) change timing agreement between suppliers, PD, Finance, Manufacturing, and Program coordination
- Schedule all change coordination tasks to achieve overall change approval/release timing
- Complete product highlights documentation with input from finance, purchasing, PD, integration teams to cite average vehicle cost and impact to business
Prototype Management Analyst
Ford Motor Company
10.2019 - 11.2024
- Collaborate with Ford Management and Ford Build Planners to create appropriate timeframe to receive parts
- Assists with coordination, tracking and reporting on the status of prototype parts to support vehicle builds
- Create presentations and reports based on recommendations and findings
- Aid Engineering, Purchasing, Suppliers, and various other departments to ensure parts arrive on time for the vehicle build
- Develop a work around plan to meet the build timing in instances of late production
- Work with a team of analysts and other associates to process information
- Bridge the gap between suppliers and Ford Motor Company Management
- Work with shipping carriers to configure part location and resolve for lost parts
- Coordinating resources: Managing the budget, timeline, and resources for the prototype's development
- Planning the agenda and content of prototype-related meetings
Online Automotive Chat Specialist
Dynamic BDC
01.2018 - 10.2019
- Inbound and outbound calls/chat contacting of customers affected by a nationwide automotive recalls
- Engage in online conversations, assisting individuals with inquiries regarding automotive and recreational vehicle sales, service, finance, and general dealership questions
- Providing information to the dealership sales team based on each customer’s contact
- Represent our dealer clients positively online, converting interactions into leads that can help generate revenue from website traffic
- Assist Team Leads with feedback for program improvements
- Establish and maintain performance metrics for chat interactions, including response time, resolution rate, and customer satisfaction
- Learn and stay current with the contact center procedures, product information and online resource tools
- Ability to provide good customer service including: effectively communicate to dealers, customers and corporate stakeholders to resolve customer issues in a timely matter.
Technical Business Analyst
Ford Motor Company (Percepta)
07.2014 - 11.2016
- Accurately responded to customer inquiries through phone and online chat network
- Initiated outbound contacts as appropriate
- Exceeded performance expectations including but not limited to: productivity, accessibility and quality assurance
- Provided in-vehicle software troubleshooting and performed upgrades to technologies
- Discussed warranty coverage with Ford Motor dealerships.
- Navigated and managed applicable departmental databases to address and resolve customers concerns and SYNC technologies
- Acted as a mentor to less experienced teammates which included:
- - Trained new team members
- - Served as a backup for a subject matter expert in the absence of the Sr. Business Analyst
- Maintained exceptional product knowledge as it relates to technical support and remained knowledgeable of product and service offerings, current industry products and technologies
Banking Support Customer Service Representative
Flagstar Bank (Aerotek)
02.2014 - 07.2014
- Answered inbound telephone calls from consumer and business banking customers regarding their accounts
- Created detailed documentation to ensure inquiries were handled in an accurate and timely manner during the first contact
- Recommended banking products and services to current and prospective customers
- Responded to account balance inquiries, online banking password reset requests, and debit card activation requests
Pre-Close Specialist
Title Source, Inc.
04.2013 - 12.2013
- Acted as a liaison between Title Source, lender and borrower
- Updated loan payoff statements and subordinations
- Communicated with the borrower to obtain authorization and with the lenders to obtain all documents required to order subordinations
- Reviewed files to determine if all applicable documents were received
- Bundled documents and delivered a Clear to Close package to lender once completed by the sub lender
Customer Service Representative
Fifth Third Bank
07.2011 - 03.2013
- Build and maintain customer relations by providing high-quality services
- Exemplifying a can-do attitude, and a willingness to always help
- Reconcile all transactions at the end of the shift
- Have a developed rapport with the customer base and have knowledge of account ownership
- Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues.
- Be responsive and timely with correspondence and problem resolution.
- Maintain a position of trust and responsibility by keeping all customer business confidential.
- Follow the Bancorp Code of Business Conduct and Ethics and other related policies, always maintaining ethical behavior.
Education
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Detroit Academy of Arts & Sciences
06.2008
Skills
- WERS, FEDE-BOM, OTF (Order Tracking File), Life Cycle System, AAS Ford System, ProTechnical System Vehicle, FMC System, Microsoft Office Suite, Customer Relationship Management (CRM), Active Directory, Technical Support, Customer Satisfaction
Timeline
Release Services Analyst
Ford Motor Company (HTC Global)
11.2024 - 09.2025
Prototype Management Analyst
Ford Motor Company
10.2019 - 11.2024
Online Automotive Chat Specialist
Dynamic BDC
01.2018 - 10.2019
Technical Business Analyst
Ford Motor Company (Percepta)
07.2014 - 11.2016
Banking Support Customer Service Representative
Flagstar Bank (Aerotek)
02.2014 - 07.2014
Pre-Close Specialist
Title Source, Inc.
04.2013 - 12.2013
Customer Service Representative
Fifth Third Bank
07.2011 - 03.2013
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Detroit Academy of Arts & Sciences