Sam Adams

Built a centralized Customer Service department from the group up, designed a call quality program and workforce management strategy.

Led a team of 150 customer support specialists, supervisors, manager, and senior manager.

Served as strategic leader for auction customer support projects.

Designed a closed-loop customer escalation process utilizing Salesforce along with effective processes to resolve issues.

Successfully partnered with business leaders and stakeholders to achieve business objectives.

Increased operational efficiency each year through improved processes and technology enhancements.

Lead operations of 75 team members, Served as liaison with business partners, Manage change initiatives and process improvements, Serve as key member of various client experience projects impacting Cox Auto.

Key Projects: Client Responsiveness – SME and Deployment, Salesforce design and implementation, Auction Relations Improvement

Lead operations of 30 team members, Served as liaison with Product and Auction partners, Manage change initiatives and process improvements, Oversee staffing.

Lead online operations of Manheim Nashville, Exceeded monthly sales targets, Implement process improvements to match online growth, Oversee department staffing, Partner with various auction leaders