Kristin Letts

2020 - 2021

• Managed projects for "Shopping Tools" on vehicle model year change over (MYCO) launches and vehicle product reveals for Ford US and Ford of Canada, Lincoln US and Lincoln of Canada.
• Work with business teams to define market/vehicle specific requirements for retail digital experiences.
  Liaison between agencies, coordinating end-to-end solutions to meet client needs.
• Collaborated with cross-functional teams to streamline product development processes.
• Boosted customer retention by providing exceptional product support and addressing user concerns.
• Facilitated daily stand-up meetings with multiple teams (developers, authors, QA, services, etc.) using Agile methodology on major platform migration to Adobe Experience Manager (AEM).

2021 - 2023 - Role Changed

• Responded to customer inquiries and provided technical assistance over phone or via conference call.
• Generated reports to track performance and analyze trends.
• Researched and identified solutions to technical problems.
• Effectively resolved any potential issues or roadblocks during development process by maintaining clear communication channels among all relevant departments.
• Created and managed JIRA ticket flows/processes and follow up on several projects.
• Kicked off and managed decommissioning process on all 63 nameplates for US and Canada.
• Authored all 63 vehicle nameplates in SMH* and VDM* for both U.S. and Canada to begin development of each vehicle nameplate page.
• Managed Accessories process working with outside agency to ensure Accessories were available for customer experience in Build and Price, shopping tool.

* Ford specific IT software tools

• Increased account revenues by $3.1M in 2018 by spearheading efforts to win final 1/3 of business from rival supplier.
• Closely collaborated with key clients on diverse range of website pilots generating savings of $1.7M for clients.
• Served as change catalyst to turnaround Ford and Lincoln of Canada, Model Year Change Over (MYCO) account by re-organizing chaotic environment, hired quality associates, and re-forged iron-clad relationship with client retaining $13M account.
• Improved program efficiency by streamlining processes and implementing time-saving solutions.
• Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
• Developed strategic plans, setting clear objectives and achievable milestones for team.
• Implemented risk management strategies to mitigate potential barriers to project success.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Championed best practices in project management, fostering culture of continuous improvement.
• Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
• Managed multiple strategic projects with numerous sub-projects or workstreams.
• Leveraged project management processes and tools to define and execute projects.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Lead cross-functional team of 10 project managers and content specialists with successful project completion within deadlines and budgets.
• Coached team members on professional development opportunities, contributing to improved overall performance.
• Facilitated workshops and conducted one-on-one training to educate team members.
• Hired as Sr. Project Manager, became Team Lead which lead to Program Manager position.

• Developed and implemented project plans and budgets to ensure successful execution.

• Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
• Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.

• District Zone Manager, Dearborn, MI & Chicago, IL (2003-2007)
• Business Planning & Metrics Manager (2002-2003), Dearborn, MI
• Technical Training Marketing and Strategy Manager (2001-2002), Dearborn, MI
• Rotunda (Tools & Equipment) Operations Manager (1999-2001), Dearborn, MI
• Aftermarket Account Manager – Motorcraft (1997-1999), Kansas City, KS – Denver, CO
• Owner Relation Specialist (1996-1997), Detroit, MI