Damon Carter
Oakley,CA
Summary
Visionary Operations and IT Service Deliver professional delivering executive support and team leadership to business and IT operations. Dependable and detail-oriented managing multiple priorities. Broad experience including strategy, team building, operations management, contract negotiations, and vendor accountability.
Overview
17
17
years of professional experience
Work History
Director, IT Applications
AAA Northern California, Nevada, Utah (NCNU)
Walnut Creek , CA
09.2021 - Current
- Responsibilities include planning, organization, and execution of all technology functions for the Road Service division, and telecommunications across AAA NCNU
- Key strategist and decision maker for the architecture, design, and delivery of solutions
- Partner with executives and business subject matter experts to ensure the solution meets the business needs and takes advantage of modern technologies to deliver a seamless experience for team members and members
- Implemented a new Salesforce org to replace a 25+ year old legacy system to take advantage of modern technology and improve the clubs digital footprint
- Improved call intake automation for the Road Service division by more than 30% through enhanced call flows and data integrity
- Worked with our service delivery strategic partner (Bringg) to improve dispatch automation by 20% through improved call assignments and system visibility
- Enhanced telephony security by implementing a telephony denial of service solution to ensure voice channels remain available for members when requesting service.
Director, Road Service Operations
AAA Northern California, Nevada, Utah (NCNU)
Walnut Creek , CA
05.2018 - 09.2021
- Developed and executed cross-functional projects to support the efficiency and effectiveness of the Road Service Network
- Additional responsibilities included business case development, process improvement, and personal development
- Implemented enhancements across multiple Road Service platforms including Bringg, AAA Mobile App, On The Way (service tracking), and Riptide (real-time SMS) resulting in increased Member Satisfaction and engagement
- Designed a Special Investigative Unit to investigate suspected cases of fraud, misuse and abuse conducted by Members and Contract Facilities
- Lead cost savings measures resulting in $7.4MM in 2019 through automation, training, and policy enforcement
- Consolidated contracts, compensation models, and policy guides across seven states impacting over 600 service providers and $240M in annual expense.
Manager, Payment Operations
AAA Northern California, Nevada, Utah (NCNU)
Walnut Creek , CA
02.2017 - 05.2018
- Worked with key business stake holders to ensure payment accuracy on 3.3M road service requests annually
- Additional responsibilities included oversight for member reimbursement requests, and interclub billing
- Direct oversight of all Club Fleet and Contractor payments totaling $250M in annual expense
- Implemented an auditing process resulting in $7.5M in club savings over two years
- Leveraged automation to streamline department processes, and increase visibility to service provider payments
- Worked with key business owners to revise interclub billing related to road service requests, and reduce manual processing.
Manager, Emergency Roadside Assistance Administrative Operations
AAA Arizona
Phoenix , AZ
10.2014 - 02.2017
- Responsible for providing the successful management of all administrative and operational services for the Emergency Roadside Service (ERS) division including quality assurance, payment processing, systems oversight, Club Fleet/Contractor communication systems and ERS technical systems
- Worked to provide programs, systems, processes and hardware to support the ERS delivery chain and ensured exceptional member experiences at the most efficient cost
- Direct oversight of all Club Fleet and Contractor payments totaling $37M annually
- Managed a complete redesign of our facility payments audit procedures, increasing revenue to the club by 275%, and increased the number of calls reviewed by 91%
- Lead a number system redesigns focused on bringing a better overall experience to our members, and increasing overall member satisfaction
- These projects included introducing GPS enabled dispatching system allowing service technicians to receive and view calls on their mobile devices
- Oversaw our two largest ERS business to business clients contributing over $500k in revenue, in addition to ERS program oversight including billing, collection, and reporting.
Battery Services Product Manager
AAA Arizona
Phoenix , AZ
08.2013 - 10.2014
- Served as the product owner for AAA Arizona’s fixed site and mobile battery program throughout Arizona
- Executed the organizations overall business operations, including strategic planning, customer service satisfaction, cost per call, and damage/complaint resolutions
- Oversaw a network of 8 mobile and 12 fixed site battery service providers representing $2.8MM in net revenues
- Identified changes in work scope and ensured appropriate planning measures were taken with internal and external clients to reassess, renegotiate, and amend scope of battery requirements, proposals, contracts and budgets
- Created and developed a series of reports designed to maximize service level effectiveness including forecasting, driver utilization, and service call duplications
- Managed cross functional teams focused on reducing costs, increasing quality, and service channel redesigns by analyzing service call life cycles.
Field Consultant
AAA Arizona
Phoenix , AZ
05.2007 - 08.2013
- Partnered with independently owned and operated small business owners throughout Arizona to provide roadside assistance coverage to AAA members
- Oversaw a network of 37 independently owned service facilities responsible for providing quality service to more than 800k AAA Arizona members and 51M members nationwide
- Coordinated with facility owners to ensure compliance with all AAA Arizona and AAA National standards including insurance, criminal background checks and customer service training
- Reviewed facility customer service scores, service times, and damage complaints with appropriate facility personnel
- Adjudicated member complaints regarding service delays, damages and performance
- Negotiated with national and local vendors to secure a variety of services to enhance quality and reliability.
Education
Bachelor of Science - Supply Chain Management
ARIZONA STATE UNIVERSITY
Skills
- Strategy Development
- Quality Management
- Change Implementation
- Project Management
- Vendor Negotiations
- Program Leadership
- Leader
- Strategic Planning
- Cross-Functional Team Leadership
- Leadership/Communication Skills
- Multimillion-Dollar P&L Management
- Operations Management
Timeline
Director, IT Applications
AAA Northern California, Nevada, Utah (NCNU)
09.2021 - Current
Director, Road Service Operations
AAA Northern California, Nevada, Utah (NCNU)
05.2018 - 09.2021
Manager, Payment Operations
AAA Northern California, Nevada, Utah (NCNU)
02.2017 - 05.2018
Manager, Emergency Roadside Assistance Administrative Operations
AAA Arizona
10.2014 - 02.2017
Battery Services Product Manager
AAA Arizona
08.2013 - 10.2014
Field Consultant
AAA Arizona
05.2007 - 08.2013
Bachelor of Science - Supply Chain Management
ARIZONA STATE UNIVERSITY
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