Managed 275+ TrueCar Dealer partner accounts which spanned the US West and Southwest (WA, OR, CA, NV, AZ, UT, ID)
Built and grew long-term, trusting relationships with dealerships which resulted in a churn rate below 2%, outperforming the team (team goal/bonus at 5%)
Maintained an up-to-date understanding of business needs, goals, and objectives of the dealer base which enabled a better understand the trends impacting product adoption, usage, and roadblocks
Helped dealerships add incremental sales by delivering monthly performance reports and analytics which optimized application usage, provided access to proven best practices for customer interactions - resulting in profits that far exceeded the subscription price of the product and created strong customer advocates
By serving as a first point-of-contact for dealer issues, I was able to diagnose and resolve issues early – making it possible to avoid escalations
Analyzed my book of business by geographical location, local competition, dealership subscription amount, and monthly sale volume to scale support to the largest book of business on the team and determine the right frequency with which to meet with all assigned customers
Trade Implementation Specialist
TrueCar
02.2017 - 12.2019
First member of the Implementation team, playing a key role in building our Trade-In network from 0 to 2,000+ dealers which accounted for roughly $700k MRR
Personally onboarded and managed the new product launch of 450+ franchise and independent dealerships
Conducted pre/post-implementation training with dealership contacts ranging from Business Development reps all the way up to the Dealer Principle
Analyzed and delivered reporting and analytics, conducted mystery shops, and provided feedback on dealership websites - which increased productivity, product adoption, and incremental sales
Helped optimize website trade-in widgets placement and make ongoing recommendations to increase consumer engagement which increased capture and completion rate and resulted in more in-store appointments and sales
Gave my team and book of business early notifications for software changes, updates, and outages by maintaining an expert-level working knowledge of the Accu-Trade software and internal dealer management system
Monitored updates and provided meaningful feedback daily to the Accu-Trade software development team
Created and organized a "how-to" library for both an internal and dealer network audience which significantly decreased the amount of inbound internal and external support calls
Worked with the Accu-Trade development team to provided and release a full Spanish language translation of the application.
Dealer Customer Success and Onboarding Manager
TrueCar
02.2016 - 01.2017
Responsibilities that mirrored the Regional Client Success Manager position prior to TrueCar hiring a larger internal and in-market support team
Managed a 400+ book of business covering New Jersey and Delaware
Provided training, review reporting and analytics, and offer industry insights/best practices
Managed churn and retention efforts
Received a company “Boom” award for my performance in the collection of outstanding balances, low churn, number of dealerships onboarding, and general support efforts (for the CSM org).
Webmaster
American Leadership Academy
06.2014 - 01.2016
Redesigned and launched an updated K-12 Charter School District website which encompassed 8 campuses in the East Valley (AZ) and increased traffic by 23%
Regularly coordinated design concepts and updates with the CEO and CTO
Created unique landing page designs, coupled with a social media-based marketing campaign which significantly decreased website bounce rate
Managed Google Analytics and regularly presented data to the CEO and CTO to adapt and iterate on website updates
Created a process for employees at each school to create and upload their own content and conducted ongoing role and department-based training
Established continuity guidelines between each campus's social media accounts (Facebook, Twitter and Google+) and assigned employees from each campus to update content within said guidelines
Boosted enrollment and raised funds by creating targeted images, videos and fliers to be used in enrollment campaigns and fundraising events
Created a district YouTube channel to showcase enrollment promos, athletic and fine arts programs, and academic accomplishments
Consistently monitored SEO rankings and stayed on the front page of Google by working regularly with our SEO vendors
Telecommunications Manager
American Leadership Academy
06.2014 - 01.2016
Managed the telecom network for the district headquarters and each campus (phones, internet and bell systems)
Oversaw the implementation/installation of new technology for two newly built campuses
Mapped out and created a shared master technology list for each structure
Worked with vendors to oversee new technology requests as new employees were onboarded
Regularly coordinated with the CTO to review improvement plans and establish operating procedures
Implemented a help desk ticket-system for each location for technical support and technology requests which drastically reduced service calls and helped me and the team prioritize tasks
Provided ongoing product and policy training for employees across the district.
Team Lead
Grande Communications
07.2010 - 06.2014
Managed a team of employees in the Consumer Support and Commercial Support departments
Conducted ongoing new product and promotion launch training as needed
Provided support and feedback to management on team and individual performance metrics
Meet regularly with employees to review calls, performance metrics, areas of improvement, career paths, and disciplinary actions when needed
Managed timestamps for each team for payroll and disciplinary purposes
Handled all call and email escalations
Coordinated daily field escalations with dispatch.
Social Media Manager
Grande Communications
07.2010 - 06.2014
A member of the "Office of the President" corporate response team, responsible for responding to customer calls, emails, mail, and social media messages directed to the president and/or the management team
Monitored Facebook, Twitter, Yelp, the company website, BBB and online customer surveys
Maintained a 2-minute response time to any positive or negative posted comments and worked with the customer until the issue was resolved
Point of contact for BBB customer complaints and escalations
Coordinated high level escalations with the various departments and acted as the single point of contact between Grande and the customer until the issue was resolved.
Education
Bachelor of Science - Business Administration And Management
Texas State University
San Marcos, TX
Skills
Salesforce
Gainsight
Customer Success
SaaS
Data Analytics
Project Management
Onboarding & Implementation
Training
Languages
Spanish
Native or Bilingual
Timeline
Regional Customer Success Manager
TrueCar
01.2020 - 05.2020
Trade Implementation Specialist
TrueCar
02.2017 - 12.2019
Dealer Customer Success and Onboarding Manager
TrueCar
02.2016 - 01.2017
Telecommunications Manager
American Leadership Academy
06.2014 - 01.2016
Webmaster
American Leadership Academy
06.2014 - 01.2016
Social Media Manager
Grande Communications
07.2010 - 06.2014
Team Lead
Grande Communications
07.2010 - 06.2014
Bachelor of Science - Business Administration And Management