Jessica Wooten
Summary
Dynamic Field Operations Analyst skilled in process optimization and effective communication. Successfully managed monthly reporting and dealer coordination, driving organizational improvements and enhancing customer relationship management.
Overview
22
22
years of professional experience
Work History
Field Operations Analyst
Percepta
04.2022 - Current
- Responsible for monthly Dealer Metric report update (sales/service report), generate month-end sales reports, utilize Polk Insight monthly to create registration reports for Region, Zones, and Dealers for both retail and lease.
- Automotive Client Commitment Program reporting communication to all team members twice/week.
- Assist with entering and follow-up on specialty/promotional unit tracking, contact for reporting and/or researchable questions as requested by the team when traveling.
- Assist Sales Operations Manager with organizational meeting preparation, work with wholesale and distribution reporting and preparation for retailers – coordinating moves with vehicles for retailers & assisting the field employees (dealer representatives) with their ordering specifications based on dealer needs.
Team Leader
Percepta
06.2018 - 04.2022
- Provide the daily leadership and support for the program to meet customer and employee satisfaction while achieving the business goals of the Program and Percepta.
- Interview prospective new employees; provide feedback to Manager of NA Operations and Human Resources.
- Work with Manager of NA Operations on monthly business reports as needed.
- Evaluate and coach back customer service skills in the quality assurance process, etc.
Shipping & Traffic Program Liaison
Percepta
11.2016 - 06.2018
- Assist Ford dealers and Ford personnel with the shipping of fleet, retail and stock vehicles.
- Locating vehicles that have not moved in shipping due to miscellaneous delays, i.e. damaged unit, mechanical failure from train or truck carriers, weather situational instances, etc.
Dearborn Empower Employee Data Specialist
Percepta
02.2016 - 06.2018
- Assist Dearborn Director, HR, Operation Managers, Team Leaders and BAC agents with the agent’s online scorecard, resolving disputes, setting up new teams within the BAC, updating reliability sent from the team leaders, setting up teams with tier or goal-based metrics, uploading definition and regression templates to the TeleTech Empower team.
Ford of Canada Program Liaison
Percepta
10.2015 - 12.2016
- Assist Ford dealers and Ford personal with approving vehicles to be shipped to the United States from an ordering dealer within Canada, cancel vehicle sales, create user IDs for dealers to order vehicles within CONCEPS.
- Handle Dealer sales report requests.
- Cancelling and altering ordered vehicles from US and Canadian Ford dealers.
VOPC Business Analyst
Percepta
07.2015 - 02.2016
- Assist Ford dealers and Ford personnel with the vehicle ordering process to ensure the highest level of customer satisfaction.
- Utilize client specific tools such as Vehicle Visibility and DRIN for efficient asset location.
- Client and customer troubleshooting and problem solving through successful implementation of CONCEPS AND WBDO.
Fleet Business Analyst
Percepta
06.2014 - 07.2015
- Handle incoming calls from dealerships and fleet customers.
- Utilize learned skill set to successfully resolve inquiries and issues.
- Locate resources for effective problem resolutions.
Administrative Assistant
Brodie Corporation
09.2003 - 05.2014
- Managed on-site purchase orders, fine-tuned customer service skills to provide high levels of customer satisfaction, responsible for organization of 1,000+ records, provided first contact service for potential customers, typed invoice orders and inventory catalogs.
Education
Eastern Michigan University
Ypsilanti, MISkills
- Data analysis
- Process optimization
- Performance metrics
- Reporting automation
- Customer relationship management
- Supply chain coordination
- Inventory management
- Problem solving
- Effective communication
- Team leadership
- Client engagement
- Process updates
- Reporting
- Microsoft Excel
- Organizational skills
- Task prioritization
- PowerPoint
References
References available upon request.
Timeline
Field Operations Analyst
Percepta
04.2022 - Current
Team Leader
Percepta
06.2018 - 04.2022
Shipping & Traffic Program Liaison
Percepta
11.2016 - 06.2018
Dearborn Empower Employee Data Specialist
Percepta
02.2016 - 06.2018
Ford of Canada Program Liaison
Percepta
10.2015 - 12.2016
VOPC Business Analyst
Percepta
07.2015 - 02.2016
Fleet Business Analyst
Percepta
06.2014 - 07.2015
Administrative Assistant
Brodie Corporation
09.2003 - 05.2014
Eastern Michigan University