Kathryn Gayle Bohot
Smithville,Texas
Summary
Dynamic Inside Account Manager at TrueCar, LLC, adept at enhancing customer retention through strategic problem-solving and operational streamlining. Proven track record in training and development, driving productivity improvements, and leveraging e-commerce expertise to optimize dealership performance. Skilled in SQL and committed to delivering exceptional customer service.
Overview
21
21
years of professional experience
Work History
Inside Account Manager
TrueCar, LLC
06.2025 - 02.2026
- Managed a book of business consisting of approximately 155 automotive dealerships, serving as the primary point of contact for their ongoing success.
- Reduced churn by preventing service cancellations and implementing save strategies for at-risk accounts.
- Facilitated effective pricing management for dealerships within the dealer portal.
- Ensured stores effectively managed and acted on incoming leads.
- Delivered training, mentorship, and performance monitoring, ensuring each account received meaningful engagement every 90 days.
- Implemented account oversight strategies to improve dealership performance and retention.
- Ensured inventory information was consistently updated and uploaded each day.
- Monitored adherence to the dealership’s selected pricing model.
- Collaborating with inventory providers to ensure accurate pricing mapping, seller notes, and vehicle imagery.
Dealer Support Specialist - Remote
TrueCar, LLC
10.2024 - 06.2025
- Acted as the first point of contact for dealership partners, providing technical and operational support for the dealer platform.
- Resolved account access issues for dealerships by resetting dealer portal passwords and troubleshooting login or system errors, ensuring uninterrupted access to services.
- Investigated and resolved dealer-reported issues related to lead delivery, inventory listings, vehicle pricing, imaging, and seller notes by opening and managing support cases through resolution.
- Trained dealership staff on how to effectively use the TrueCar Dealer Portal, including updating store information, managing vehicle pricing, and performing daily operational tasks.
- Facilitated administrative tasks for dealers, including creating and removing employee profiles, printing invoices, and disputing billing charges to streamline operational processes.
- Collaborated with inventory providers to remap inventory feeds and ensure vehicle data aligned with the platform’s pricing model.
- Verified that MSRP and invoice pricing data were accurately reflected within the system.
- Compiled documentation and created detailed bug reports for Technical Support and Engineering teams to facilitate timely resolution of system defects.
Customer Support Specialist II - Remote
TrueCar, LLC
10.2023 - 10.2024
- Provided support to customers using the TrueCar website and over 250+ hosted automotive marketplace websites, guiding users through the vehicle search process and helping them successfully connect with dealerships.
- Educated customers on the benefits of purchasing through the platform, including post-purchase incentives, and guided them through the process of reporting completed vehicle purchases.
- Acted as a liaison between external customers and partner dealerships to ensure a positive and transparent car-buying experience for both parties.
- Opened and managed support cases for pricing and listing issues, ensuring timely resolution and accurate data maintenance across platform.
- Identified and reported pricing anomalies, proactively contacting dealerships to correct inaccurate listings and enhance customer trust.
- Escalated customer complaints about dealership practices to Partner Resolution Team, facilitating prompt investigation and resolution.
- Ensured all customer experience cases included detailed documentation and supporting information to allow internal teams to efficiently investigate and resolve issues.
Customer Support Specialist I - Remote
TrueCar, LLC
10.2021 - 10.2023
- Served as first point of contact for customers, ensuring positive and supportive experience during online car-buying process.
- Provided guidance, updates, and support to customers via phone and email throughout their buying journey.
- Guided customers through the TrueCar platform, helping them search for vehicles, understand pricing transparency, and connect with dealerships.
- Demonstrated strong active listening and empathy to understand customer needs and resolve issues effectively.
- Guided less technically experienced customers by obtaining permission to shop on their behalf and identifying suitable vehicle options.
- Educated customers on next steps after purchase, including how to claim buyer incentives/bonuses and report completed purchases through the platform.
- Escalated complex issues to appropriate internal teams to ensure timely and effective resolution.
Senior Business Analyst, Data Integration & Reporting
Virtuoso
Seattle, WA
04.2015 - 03.2020
- Validated the data from initial ingest through to the ETL processes and the final reports.
- Collaborated with member/agencies to integrate disparate systems, enhancing data consistency.
- Guided agencies in developing flat files for SFTP or Excel uploads, ensuring clear understanding of required fields based on provided data footprint.
- Coordinated with vendor to deliver tailored processes for 'National Accounts,' preventing duplication of identifiers across agency networks.
- Supported and validated products transitioning to vendor status until the completion of the platform.
- Collaborated closely with the Virtuoso Incubator Team to develop and refine newly created software for the travel industry.
- Luxury marketing network for the travel industry catering to the affluent traveler who can afford that each journey to be a truly memorable experience
Business Analyst, Technology
Virtuoso
Fort Worth, TX
10.2008 - 04.2015
- Gathered and evaluated detailed business requirements and provided input on their prioritization.
- Liaised with internal stakeholders and technology team to align project goals and ensure effective communication.
- Collaborated with other product owners on multiple development teams and acted as the Business Analyst for all management reports.
- Worked with the Product Owner to convert all current reports to the new enterprise system/website and identify new reports for agents.
- Contributed significantly to the product development process by interfacing with Virtuoso agencies and industry contacts while providing front-line support and advocacy to resolve issues.
- Coordinated activities between Sustained Engineering Team and Business Intelligence Team to prevent duplication of efforts and align on release of new system and intranet site.
- Supported two cross-functional teams in maintaining current systems and the corporate website.
- Worked collaboratively in support of building a team-based culture closely aligned with Virtuoso’s corporate mission, operational strategy, and performance goals.
- Documented critical business rules for Virtuoso Reports to support agents and agencies in comparative analysis marketing and customized travel services.
Technology Support Specialist
Virtuoso
Fort Worth, TX
10.2007 - 10.2008
- Provided level 1 technical support to internal and external customers for many software applications including internet and telephony issues.
- Provided technical help desk support to the international network of Virtuoso members, suppliers, vendors, and agencies.
- Coordinated follow-up and communicated status updates for all open support issues to enhance resolution processes.
- Spearheaded the successful rollout of Virtuoso Composer and Reports and helped to establish a team for maintenance and administration to coincide with all requirements specified by MasterCard.
- Tested, troubleshooted, and implemented new enterprise software applications, synchronizing with agency back office systems to analyze member purchasing trends.
- Led initiative to develop technical support documentation for systems, ensuring effective communication with Virtuoso members.
Inside Sales & Services
Virtuoso
Fort Worth, TX
11.2004 - 10.2007
- Acted as the initial contact for internal and external customers, offering information on Virtuoso systems and departments and supporting applications as subject matter expert.
- Evaluated and prioritized member requests and provided immediate assistance with most requests.
- Followed up and escalated member requests to ensure timely resolutions.
- Contributed to startup of Local Business Development cruise teams by recruiting participants and organizing teams.
- Successful in leading the corporate initiative that persuaded American Express to change their plans to charge travel agencies $7K per office for the use of the American Express Platinum Desk.
Education
Associates Degree - Business Administration
Austin Community College
Austin, TXSkills
- Sales
- Customer Service
- Project Management
- E-Commerce
- Process Improvement
- Operational Streamlining
- Productivity Improvement
- Change Management
- Information Systems
- Querying with SQL
- Integration Specialist
- Automotive Industry Expert
- Team leadership
- Training development
- Problem analysis
Timeline
Inside Account Manager
TrueCar, LLC
06.2025 - 02.2026
Dealer Support Specialist - Remote
TrueCar, LLC
10.2024 - 06.2025
Customer Support Specialist II - Remote
TrueCar, LLC
10.2023 - 10.2024
Customer Support Specialist I - Remote
TrueCar, LLC
10.2021 - 10.2023
Senior Business Analyst, Data Integration & Reporting
Virtuoso
04.2015 - 03.2020
Business Analyst, Technology
Virtuoso
10.2008 - 04.2015
Technology Support Specialist
Virtuoso
10.2007 - 10.2008
Inside Sales & Services
Virtuoso
11.2004 - 10.2007
Associates Degree - Business Administration
Austin Community College