Jillian Lauk
Marlton
Summary
Dynamic professional with extensive experience in service operations and change management. Adept at driving performance through strategic technology adoption, data-driven decision-making, and collaborative leadership, resulting in significant improvements in service delivery and customer experience.
Overview
25
25
years of professional experience
Work History
BDC Service Supervisor
Holman
Maple Shade
01.2022 - Current
- Lead deployment of AI-enabled service solutions (Stella) to improve scheduling efficiency and customer experience.
- Collaborate with service, parts, and executive leadership to align technology adoption with business goals.
- Analyze call volumes and usage data to define requirements, enhance workflows, and drive performance.
- Develop ROI reporting to measure outcomes of enterprise initiatives.
- Partner with Central Aftersales Leadership to identify new strategic opportunities and mitigate risks.
- Provide project updates and support change management campaigns to increase adoption.
Dispatch Supervisor
AAA Mid-Atlantic
Hamilton
01.2017 - 01.2022
- Directed a team of 25 dispatchers, ensuring SLA compliance and KPI achievement.
- Collected and analyzed operational data to optimize scheduling and resource allocation.
- Coordinated with HR, operations, and procurement to maintain operational readiness.
- Implemented data-driven models that improved efficiency and reduced downtime.
Service Supervisor
Horizon Services
Mount Laurel
01.2015 - 01.2017
- Managed technician scheduling and customer service resolution efforts.
- Implemented structured processes that reduced missed appointments.
- Delivered coaching and performance feedback to enhance employee effectiveness.
Bank Teller
Wells Fargo
01.2012 - 01.2015
Dispatch Lead / Shop Manager
TecServ
01.2006 - 01.2012
Office Manager
A+A Truck Parts
01.2001 - 01.2006
Education
MBA - Project Management
Strayer University Global Campus
01-2026
BS - Business Administration
Strayer University Global Campus
01-2025
Associate of Arts - Culinary Arts
Culinary Education Center, Brookdale Community College
01-2001
High School Diploma -
Howell High School
01-1999
Skills
- Project management
- Data analysis
- Customer relationship management
- Effective communication
- Team leadership
- Financial reporting
- Scheduling optimization
- Process improvement
Timeline
BDC Service Supervisor
Holman
01.2022 - Current
Dispatch Supervisor
AAA Mid-Atlantic
01.2017 - 01.2022
Service Supervisor
Horizon Services
01.2015 - 01.2017
Bank Teller
Wells Fargo
01.2012 - 01.2015
Dispatch Lead / Shop Manager
TecServ
01.2006 - 01.2012
Office Manager
A+A Truck Parts
01.2001 - 01.2006
MBA - Project Management
Strayer University Global Campus
BS - Business Administration
Strayer University Global Campus
Associate of Arts - Culinary Arts
Culinary Education Center, Brookdale Community College
High School Diploma -
Howell High School
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