Dior C. Maclin

• Led a team of 12 website technical support and content creation specialists, resulting in a 98% increase in client satisfaction scores
• Coached team members in identifying best practices to enhance and improve clients’ websites
• Spearheaded the development of goal-setting sessions with team members
• Effectively established a culture of high performance by providing clear expectations, resolved major escalations, gave ongoing feedback, and coaching team members
• Conducted annual reviews and assess feedback in determining team member compensation

Key Highlights & Accomplishments

• Led separate support teams for Ford and Nissan, ensuring they consistently met service level agreements (SLAs), resolved escalations, implemented daily initiatives and collaborated with senior account managers to deliver on OEM requirements
• Increased customer retention to 98% by developing and implementing a strategic outreach program for dealers without designated account managers. This initiative exceeded the company benchmark of 95%

• Managed the website performance of a portfolio of 35 General Motors (GM) dealerships across 12 states including high level markets like New York and Georgia. This role required collaborating with various stakeholders to ensure optimal website functionality and user experience
• Analyzed website traffic, time spent on page, click-through rate, and leads generated. Implemented data-driven strategies to improve website performance which resulted in increased traffic and engagement metrics
• Partnered directly with dealerships and sales managers to develop and implement strategic digital marketing plans focused on customer engagement and driving sales through the websites
• Utilized strong relationship-building skills to retain GM dealership accounts. Proactively researched client needs and addressed them collaboratively with internal stakeholders like general managers and marketing managers

Key Highlights & Accomplishments:

• Acquired leadership experience through generating reports to monitor the status of the team's open items as well as leading team meetings during the absence of a primary manager
• Developed and implemented customized promotional pop-ups for a GM dealership in South Carolina, successfully eliminating 50% of the previous year's inventory

• Managed a portfolio of 50+ General Motors (GM) dealerships across the southeastern United States, identifying lucrative market opportunities in the market; created personalized packages and implemented digital platforms. This resulted in increased revenue, operational growth and long-term client viability for both the dealership and the company
• Analyzed key performance indicators (KPIs) and website traffic data to understand consumer needs and preferences to increase engagement
• Generated and reviewed client market research reports by tracking industry trends and consumer insights that supported future business development initiatives
• Utilized resources to direct dealerships to the appropriate business groups to resolve issues related to inventory management, invoicing and pricing

Key Highlights & Accomplishments:

• Mentored new Account Managers as part of the Mentor Committee, contributing to the development of department training materials
• Led a collaborative presentation to a GM dealership (including SEO, technical support, sales, and graphic design teams), resulting in a successful transition to the VADEN Group. This streamlined support for a multi-dealer franchise, ensuring a smooth onboarding experience

• Collaborated with a team of 13 educational representatives to optimize the admissions process. This included developing training for new staff on resolving student concerns outside of pre-defined scripts, ensuring a positive and well-informed experience for all prospective students
• Led engaging campus tours and coordinated over 10 individual appointments weekly with prospective students. Theses interactions allowed for in-depth explanations of the benefits of associate and bachelor degree programs

Key Highlights & Accomplishments:

• Increased enrollment by 38% within six months through strategic recruitment initiatives, including high-impact seminars for prospective students on program requirements and financial aid options. This resulted in over 40 new students enrolling annually across various degree programs
• Leveraged personal relationships with educaton professionals to generate a 10% increase in student inquiries. This proactive approach effectively relayed information about our school and its programs to students interested in careers within the arts, generating a strong pool of prospective students

• Led the successful delivery of our organization’s value proposition to major retailers like Meijer, Wal-Mart, and Kroger resulting in a significant sales increase of $1.5M within 13 months
• Analyzed key performance indicators (KPIs) to ensure optimal product fulfillment while minimizing excess inventory
• Collaborated with senior executives and merchandisers to develop impactful marketing and product placement strategies, ensuring our products were prominently featured and effectively promoted withing major retail stores

Key Highlights & Accomplishments:

• Demonstrated a strong track record of exceeding sales targets, consistently delivering weekly revenue between $30,000 and $35,000