Shauntae Painter

Played a key role in shaping and overseeing daily operations for the FordPass program while leading a team of Guides and Advanced Guides. Key achievements include:

• Optimized program performance , consistently exceeding targets for KPIs
• Drove continuous improvement initiatives by proactively identifying areas for enhancement, developing creative solutions, and implementing process changes that streamlined operations and elevated customer experience.
• Spearheaded successful technical and process updates, ensuring minimal disruption to service levels and maintaining operational excellence during significant system updates.
• Fostered a positive and high-performing team environment that embraced a culture of continuous improvement, collaboration, and a strong commitment to providing exceptional customer service.

Served as a critical link between internal teams and external partners, ensuring seamless program execution and exceeding customer expectations.

• Streamlined communication and optimized processes as a liaison between Business Analysts and Ford production schedulers, expediting fleet order fulfillment and ensuring the timely delivery of critical information.
• Cultivated strong relationships with a diverse network of stakeholders, including large fleet corporations, dealerships, Fleet Account Managers, Ford Regional Representatives, and Zone Managers.
• Proactively resolved complex logistical challenges , exceeding expectations for responsiveness and problem-solving.
• Drove efficiency and transparency for fleet accounts , managing entitlements for invoices, payment statements, and vehicle visibility, while ensuring accurate and timely data flow.
• Supported the successful launch of new programs by providing training and guidance to Business Analysts, ensuring a smooth transition and minimizing service disruption.

Led a team of analysts in exceeding performance targets, ensuring exceptional customer service, and fostering a culture of continuous improvement.

• Guided the team in consistently exceeding performance targets for customer satisfaction and service level agreements related to Ford Fleet Customer Information Center and Vehicle Order Processing programs.
• Proactively monitored performance metrics and collaborated with Workforce Planning to ensure adequate staffing and resource allocation to meet evolving business demands.
• Mentored and coached team members , providing constructive feedback and conducting side-by-side observations to enhance individual and team performance.
• Championed a culture of continuous improvement , proactively identifying and implementing process enhancements to streamline operations and enhance the customer experience.

Provided exceptional customer support, resolving complex inquiries, and implementing solutions to enhance the client experience.

• Delivered exceptional customer service to a wide range of Ford stakeholders, including dealerships, employees, and customers, consistently exceeding quality assurance benchmarks.
• Resolved complex fleet inquiries related to invoicing, ordering, shipping, and government/commercial accounts, utilizing strong analytical and problem-solving skills.
• Proactively identified and implemented solutions to address customer pain points, leveraging available tools and resources to ensure timely and effective resolution.