Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Janeth Felix

La Habra,CA

Summary

Results-driven regional manager with expertise in service support operations, compliance management, and customer relationship building. Proven ability to enhance operational efficiency and resolve team conflicts, ensuring optimal workflow and customer satisfaction. Skilled in project coordination and cost-reduction strategies, committed to driving business success.

Overview

7
7
years of professional experience

Work History

Regional Manager, Service Support Operations

Rivian
Costa Mesa, California
02.2024 - Current
  • Managed and developed a high-performing regional support team of 11 direct reports, overseeing daily operations across multiple service centers and ensuring consistent compliance with internal policies and industry regulations.
  • Led the region’s response to critical field campaigns, including the high-priority 12V battery turndown initiative, where the team successfully contacted and scheduled service for over 1,500 customers in under two weeks, achieving a 90% scheduling rate—the highest performance across all regions.
  • Designed and implemented workflow improvements that boosted task efficiency by 15–20%, enabling faster resolution of customer issues, and optimizing team output.
  • Delivered clear, consistent team training on best practices, new service processes, and compliance standards, reducing onboarding time and improving operational accuracy.
  • Fostered a collaborative, high-morale team environment through effective leadership, coaching, and conflict resolution, contributing to strong employee retention and sustained team performance.
  • Collaborated cross-functionally with service, logistics, and customer experience teams to troubleshoot complex issues, and ensure a seamless customer journey.
  • Maintained a data-driven approach to team performance, using KPIs and service metrics to guide decisions, identify bottlenecks, and support continuous improvement.

Customs and Border Protection Officer

Department of Homeland Security
11.2022 - 11.2023
  • Implemented strategic measures to enhance the efficiency and security of international trade and travel process; resulting in deterred trafficking activities.
  • Coordinated and led cross-functional teams to ensure strict adherence to customs, immigration, and agriculture protocols, optimizing the lawful entry process.
  • Successfully implemented risk assessment techniques to identify potential threats and vulnerabilities, mitigating the illegal entry of individuals and prohibited goods.

Lead Project Coordinator, Used Vehicle Quality

Tesla, Inc.
11.2020 - 06.2022
  • Led cross-functional collaboration efforts to implement standard operating procedures for used vehicle refurbishment, reducing repair times, costs, and improving quality and re-sale value; achieved a consistent throughput of 125 vehicles within 10 day cycles, exceeding targeted dwell time by 4 days and maintaining an 80% throughput rate (15% higher than the national team average).
  • Remotely managed a network of internal refurbishment facilities and vendor repair dispatch on the East Coast, improving throughput an reducing operational costs by identifying inefficiencies, creating playbooks, and implementing location-targeted training. These efforts established scalable best practices, enhanced employee experience, and increased operational efficiency, resulting in a 13% increase in customer satisfaction and a 10% boost in technician productivity.
  • Executed logistics and vehicle preparation to minimize refurbishment costs by optimizing routing from acquisition to refurbishment facilities. Initiated a repair planning process to identify necessary mechanical and cosmetic parts at the time of acquisition, enabling proactive parts allocation and ordering. This strategy reduced key-to-key turnaround time by end 5 is days in 85% of refurbishment cases.

Internal Advisor - Used Cars

Rusnak Autogroup Jaguar/Land Rover
02.2020 - 11.2020
  • Developed and implemented streamlined procedures for vehicle intake, inspection, and refurbishment, optimizing turnaround time and reducing operational inefficiencies.
  • Acted as central Point of Contact for internal stakeholders, fostering clear communication and efficient coordination of loaner vehicle logistics.

External Sales Representative

DC Autocraft Body Shop
08.2018 - 01.2020
  • Utilized effective communication and negotiation skills to facilitate timely resolution of any potential discrepancies in repair estimates and approval; ensured consistent traceability of repairs for customers.
  • Established strong relationships with existing vendors, leveraging these partnerships to maintain consistent and competitive pricing for ongoing customer pay repairs and Tesla repair projects.

Education

Associate of Arts - Communication Strategies

Fullerton College
Fullerton, CA
06.2020

Skills

  • Operational efficiency
  • Team leadership
  • Compliance management
  • Cross-team collaboration
  • Cost reduction strategies
  • Project coordination
  • Performance management
  • Staff training and development
  • Data analysis
  • Process improvement

References

Julie Felix

Rivian

Staff Technical Program Manager

562.846.8020

Jayson Fajardo

Rivian

Staff Service Tools Technical Specialist

949.232.9688

Kevin Cortez

Rivian

Sr. Service Lab Technician II

747.998.7932

Timeline

Regional Manager, Service Support Operations

Rivian
02.2024 - Current

Customs and Border Protection Officer

Department of Homeland Security
11.2022 - 11.2023

Lead Project Coordinator, Used Vehicle Quality

Tesla, Inc.
11.2020 - 06.2022

Internal Advisor - Used Cars

Rusnak Autogroup Jaguar/Land Rover
02.2020 - 11.2020

External Sales Representative

DC Autocraft Body Shop
08.2018 - 01.2020

Associate of Arts - Communication Strategies

Fullerton College

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