Cadillac Executive Advisor
Kelly Jackson
TEKsystems
Warren,MI
8
years of professional experience
Results-driven professional with experience leading advisor teams, conducting evaluations, and managing workflows in a fast-paced customer care environment. Strong in communication, team building, and performance analysis. Committed to improving service delivery, team culture, and case outcomes.
Work History
Cadillac Executive Interim Team Lead
4 Months- Guided Cadillac executive team of 8 advisors using bi-weekly 45-min 1:1 coaching and bi-weekly 15-min pulse checks to drive advisor performance development, deliver feedback, and sustain positive rapport.
- Conducted reviews of aged cases and case audits to verify proper process adherence and develop action plans that moved cases along satisfactorily.
- Tracked and oversaw KPIs
- Produced and delivered weekly team meeting agendas by preparing PowerPoint presentations.
- Sustained an established positive and open team culture through direct engagement and support.
- Completed biweekly 1:1 call evaluations and executed call listening sessions twice monthly to support proper customer communication.
- Managed workflow to maintain advisors daily schedules, including day off requests, vacation requests, make-up hours, and scheduled coaching sessions.
- Actively monitored Dashboard to maintain team adherence.
- Managed Cadillac Executive Interim Team Lead responsibilities while effectively sustaining a small caseload as Cadillac executive advisor.
Cadillac Executive Advisor
6 Years 7 Months- Worked directly with GM/Cadillac employees to formulate satisfactory solutions for customers facing challenging concerns.
- Enabled executive-level decisions for case escalations driven by current dissatisfaction and supported turning the experience around.
- Evaluating goodwill options based on best-practice customer and business perspectives.
- Applied ICONIQ moments: Customer Principles and Power Skills within daily case management.
- Proficient in GM tools and processes.
Cadillac Customer Care Tier 1 & 2
1 Year 9 Months- Clarified customer requirements, validated understanding, and applied decision-support tools and resources to provide a resolution.
- Acknowledged customer needs and concerns with attentive listening, demonstrating empathy to maximize rapport-building opportunities with customer.
- Completed accurate and comprehensive work
- Maintained a call tracking database by documenting and retrieving tracked information.
- Managed up to 30 customer cases featuring payments vehicle buybacks and extended warranties to support customer satisfaction.
Education
No Degree - Health Information Technology
No Degree - Hospital Administration
Skills
Operations management
Performance analysis
Customer retention
Data-driven decision making
Problem resolution
Customer relations
Team leadership
Leadership and communication
Team engagement strategies
Performance coaching
Leadership skills
Interpersonal skills
Team player
Accomplishments
Receiving Advisor of the Month on multiple occasions for maintaining strong CSTAT's and providing exceptional, and memorable customer experiences.
Received Customer Experience Excellence Award.
Timeline
Cadillac Executive Interim Team Lead
TEKsystems
07.2026 - CurrentRead More
Cadillac Executive Advisor
TEKsystems
04.2020 - CurrentRead More
Cadillac Customer Care Tier 1 & 2
Concentrix
07.2018 - 04.2020Read More
Davenport University
No Degree from Health Information Technology
Read More
Saginaw Valley State University
No Degree from Hospital Administration
Read More