Michelle Koelzer
Summary
Dedicated customer-centric leader with a proven track record of building strong relationships across organizations. Outstanding people management skills and an unwavering commitment to excellence. Possesses natural leadership abilities that consistently drive organizational success through genuine trust and strategic engagement.
Overview
22
22
years of professional experience
Work History
Director of Operations
Fox Dealer
11.2019 - 02.2025
- Managed product rollouts for client partnerships, ensuring compliance with brand and advertising standards. Identified product enhancement and fulfillment process needs, and facilitated clear, cross-functional communication to ensure seamless implementation
- Partnered with sales and account management to analyze campaign performance, identify optimization opportunities, and deliver strategic recommendations aligned with customer goals to drive client profitability and growth
- Guided employee career development and performance management by setting educational goals, supporting compensation planning, creating performance improvement plans, and conducting regular one-on-one meetings and daily scrum sessions.
- Evaluated third-party vendors and tools to identify opportunities for increased efficiency and enhanced product performance
- Collaborated cross-functionally with dealer support, website, design, product, sales, and IT teams to maintain and enhance operational processes
Dealer Center Support Manager
Nowcom
01.2018 - 11.2019
- Led global support operations of 30+ staff, reducing offshore attrition by 80% through comprehensive training programs and quality management
- Implemented department KPIs and standardized reporting systems, establishing performance review processes for continuous improvement
- Developed cross-functional pre-launch protocols for product releases, ensuring seamless customer support and team readiness
- Managed service level performance, providing executive reporting and proactive issue resolution strategies
- Collaborated with sales, product, and technology teams to optimize product features based on customer feedback
- Led technical troubleshooting and root cause analysis for critical escalations
- Streamlined operations through process standardization, staff development, and quality assurance measures
Operations Manager, Dealer Success
Edmunds.com
09.2011 - 12.2017
- Built and standardized customer service operations for dealer initiatives, launching 13+ new products/services and streamlining OEM pre-approval processes
- Reduced onboarding time from 30 to 7 days, doubling revenue recognition and improving customer satisfaction
- Managed $20M annual recurring revenue across 5 teams and 11 direct reports, achieving lowest departmental attrition rate
- Developed Contracts Specialists team and dealer support queue system, cutting response time by 50%
- Implemented proactive retention monitoring system, generating 200+ quality customer contacts monthly
- Led cross-functional collaboration with sales operations and Salesforce teams for multiple product launches
- V-12 Award: The Company's highest honor for excellence in leadership, integrity, results and outstanding achievements
- Edmunds Top Gun: Nominated by the VP of Dealer Operations to present 'Teach Back' sessions to leverage my skills in creating and refining process workflows
Manager of Dealer Support & Consumer Services
Autobytel, Inc.
11.2002 - 04.2010
- Rapidly advanced from Regional Account Manager to Manager of Dealer Support & Consumer Services, overseeing new hire training, process improvement, and department integration
- Led integrated dealer support and customer service departments, optimizing operations through strategic role consolidation
- Reduced dealer credits by 50% and cancellations by 28% through enhanced sales team collaboration and proactive payment monitoring
- Spearheaded development of dealer portal for credit requests and lead management, improving customer satisfaction and operational efficiency
- Successfully managed migration of 2,000+ dealers during multi-platform acquisition (Car.com, CarSmart.com, Autoweb)
- Implemented email servicing templates and SOX-compliant procedures for sales and operations teams
- Managed and motivated employees to be productive and engaged in work.
Timeline
Director of Operations
Fox Dealer
11.2019 - 02.2025
Dealer Center Support Manager
Nowcom
01.2018 - 11.2019
Operations Manager, Dealer Success
Edmunds.com
09.2011 - 12.2017
Manager of Dealer Support & Consumer Services
Autobytel, Inc.
11.2002 - 04.2010
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