KYLE FENTON
Elk River,MN
Summary
As a Senior Leader and strategic business leader, I bring a record of success in motivating teams and partnering with cross-functional stakeholders to improve the experience for both internal and external customers. I excel at solving tough problems, building high-performing and fiercely loyal teams, and leading transformational change. By successfully merging a servant leadership model with standout business abilities, I have a reputation for doing the big things, delivering results, and building an engaged team that promotes long-term success for companies.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager, Fleet Enablement
Lyft
11.2022 - Current
- Tasked with leading support operations for new product launches and business at Lyft including; Parking, Autonomous, Express Drive both Hertz and FlexDrive, and Roadside.
- Created new Voice of the Customer program for new businesses launching at Lyft to create a tight and sustainable feedback loop with product owners.
Manager, Customer Success
Lyft
07.2021 - 11.2022
- Built a new centralized support team to deliver white glove service for Lyfts emerging businesses including Lyft
- Rentals, Parking, Roadside, Vehicle Service, Mobile Mechanic, and the Express Drive program with Hertz
- Working cross functional with engineering, product, and partner operations
- Created vision, strategy, staffing, knowledge management, quality assurance, training, and tooling.
- Led an org of 20 FTE employees supporting 2,000+ contacts per week through Zendesk, Twilio, and Phone.
- Led proactive outreach experiment for all vehicle service and mobile mechanic customers reducing the no-show rate by 15% (2123 appointments) over 7 months resulting in 268,000k in saved revenue
- Helped scale the Hertz rental program from 1500 on rent to 4,000 vehicles on rent while keeping support costs down by implementing all new operating standards and cleaner process standards
- Drove continuous improvement and service delivery excellence using effective processes, workflow and technology
- Analyzed and resolved quality and customer service issues, recommending system improvements.
- Developed personal growth opportunities, empowering employees to produce results and meet goals.
Midwest Operations Manager
Lyft
03.2020 - 07.2021
- Responsible for 4 physical locations across the Midwest supporting 600+ visitors a week, 750+ Fleet, P&L ownership of 2+ million, and a centralized team supporting the Hertz Express Drive program nationally
- Launched and scaled the first express drive program in the Midwest in MKE surpassing all expected milestones including on-ramp, service levels, operating costs, and quality
- Worked cross-functionally with stakeholders to create a process improvement mindset by launching the continuous improvement field team across global operations
- Improved team engagement across the Midwest by creating and implementing territory engagement surveys focused on improving the internal experience of employees, resulting in a 35% increase in participation rate and
- NPS of 59 for the Midwest
- Rolled out Project Ambition to the Midwest, focused on advancement of employees within the territory, resulting in 5 promotions into new roles within Lyft
- Nominated and accepted into the Senior Leadership Development program
- This program was created to get top performers on the fast track to Director level roles within Lyft.
Operations Manager
Lyft
01.2019 - 03.2020
- Led MSP and MKE markets including driver support, local operations, and engagement as the Senior Leader outside of CHI for the Midwest
- Managed teams in MN and WI
- Responsible for growth, strategy, market health, operations, and partnerships
- Launched new driver hub in MSP and first physical location for Lyft during COVID-19
- Created employee coaching standardization, development, and behavioral coaching model resulting in a consistent experience across GLO
- Created and launched a new web-based lot map with QR functionality, resulting in 60 hours of savings across the country.
Regional Operations Lead
Lyft
03.2018 - 01.2019
- Managed teams in MN, WI, and MO
- Owned core business metrics, including quality, efficiency, utilization driver service
- Proposed the new structure with remote leadership supporting STL and MKE resulting in a savings of 250K a year
- Project lead for Sorting Hat, Lyft's new approach to driver support to align field teams and driver experience
- Revamped check in process for all L1 and L2 employees in GLO, removing reflections and peer feedback resulting in 2000 hours of savings for leadership
- Helped create and launch Problem-Solving Bootcamp, traveled around the country and trained managers on problem-solving and continuous improvement.
Program Manager, Voice of Customer (Stretch)
Amazon
09.2017 - 01.2018
- Launched Prime Wardrobe, Amazon Treasure Truck, Amazon Teens and Amazon Photos.
- Worked cross-functionally with Knowledge Management, Instructional Design, Capacity Planning, Business owner, and support teams
- Monitored NRR and other quality metrics to identify areas for improvement.
North America Group Manager
Amazon
01.2015 - 03.2018
- Managed 8 direct reports, a team of 250+ across the country across 7 lines of business
- CS owner for the Incubation team: Prime Wardrobe, Treasure Truck, Amazon Teens, Amazon Prints, Subscribe with
- Amazon, Prime Samples handling 15K WoW through 3 contact channels—phone, chat, and email
- LaT trainer for VCS supporting 100+ managers with ongoing training and development throughout the year, receiving a 4.3 out of 5 from feedback
- Launched partner site in JAM to onboard into the CS network, resulting in the 85% of the site hitting learning curve goals within 4 weeks of launch
- Quality champion for VCS focused on initiatives to improve VCS performance, resulting in decreasing Repeat
- Partnered with VoC to build out all new processes for new LOBs launched into the Incubation program.
- Contact Rate (RCR) by 8% by creating new behaviors for coaching and setting clear expectations on how to handle contacts
- Created the leadership blueprint, which improved overall team engagement by 18% YoY within my org as measured by Amazon's internal program.
Manager II, Customer Support
Amazon
02.2014 - 01.2015
- Launched Amazon's Virtual Call Center as one of the first Manager II supporting 100 agents across the country for Amazon retail.
- Owned capacity planning and scheduling for all 100 members of the team.
- Documented and tracked all feedback to present weekly to Sr leaders about the pilot.
- Created coaching standards and coaching behaviors for team leaders.
- Prepared and recommended long-range plans for development of department personnel.
Manager, Customer Support
Amazon
01.2013 - 02.2014
- Led the Customer Support network for the Heavy Bulky team across NA and off shore teams.
- Omni Channel Support with roughly 50,000 contacts per week.
- Owned Gemba process for the network focused on continuous improvement to reduce costs.
- Kaizen event leader for Mayday
- On-boarded and trained new delivery partner XPO improving DSP to 90%
TEAM LEAD
05.2010 - 01.2013
- Coached employees to hit KPIs focusing on controllable aspects of the contact.
Education
Bachelor of General Studies - University Studies
Mayville State University
Mayville, ND05.2017
Associate of Science - Criminal Justice
Northland Community And Technical College
Thief River Falls, MN05.2010
Skills
- People Leadership
- Strategic Planning
- Voice of the Customer
- Quality Assurance
- Rideshare
- Training And Development
Certification
Continuous Improvement Strategic Planning Customer Experience Gig Economy
Training And Development Program Management E-Commerce Operations
Business Analytics (CSAT, NPS) Efficiency And Optimization Start-Ups Talent Management
Remote Call Centers
Timeline
Manager, Fleet Enablement
Lyft
11.2022 - Current
Manager, Customer Success
Lyft
07.2021 - 11.2022
Midwest Operations Manager
Lyft
03.2020 - 07.2021
Operations Manager
Lyft
01.2019 - 03.2020
Regional Operations Lead
Lyft
03.2018 - 01.2019
Program Manager, Voice of Customer (Stretch)
Amazon
09.2017 - 01.2018
North America Group Manager
Amazon
01.2015 - 03.2018
Manager II, Customer Support
Amazon
02.2014 - 01.2015
Manager, Customer Support
Amazon
01.2013 - 02.2014
TEAM LEAD
05.2010 - 01.2013
Bachelor of General Studies - University Studies
Mayville State University
Associate of Science - Criminal Justice
Northland Community And Technical College