Tawana King
Sterling Heights
Summary
- An inspirational trainer, teacher, and mentor with over 10 years of experience developing high performing employees in the automotive industry. Has secured 6 Promotions at GM within 4 Years.
- An accomplished people leader capable of managing call center teams in a fast moving, continuously changing professional environment. Maintained the 3rd highest Quality Scores out of 22 at the site.
- An empowered accomplished manager that led 4 successful programs at one time; MysteryShop, Shift Digital, BestMark and Training.
- An enthusiastic Team Leader who motivates and develops teams to provide World Class Customer Service, ensuring General Motors business and retention of Customers. 85% of team members have been promoted to more specialized teams in the center
Overview
12
12
years of professional experience
Work History
Senior Heat Shield Commodity Buyer
Stellantis
10.2022 - 10.2025
- Directed Parts
- Execute RFQ processes for new / resourcing components on time and within cost objectives.
- Multitasking in a fast-paced environment that links the internal stakeholders to create commodity strategies to support a sustainable supply base for components to effectively source the business and negotiate nonstandard agreements to optimize costs and minimize carbon footprint throughout the supply value chain.
- Design process improvements.
- Lead and manage sourcing strategy plan.
- Mentor.
- Stakeholder Assessment.
- Engineering Assessment.
- Sourcing Pipeline.
- Walk Chart.
- Best Practices.
- Decision Tree.
- Manage purchasing deck within Powertrain for Exhaust Systems.
- Program management to negotiate contracts, and services for business savings.
- Engage market testing, market trends to find the best value by working closely with cost engineers for most effective outcome (50 million in savings).
- Partnering with new and existing suppliers. Managing and maintaining relationships.
- Create performance strategy plans.
- Create training materials for buyer educational program.
- Gatekeeping for milestone, deliverables.
- Create and drive tariff mitigation plans.
- Ambassador for North America, serving as the representative for Europe and acting as the liaison between suppliers and stakeholders.
- Procure goods, materials, components, or services in line with specified cost, quality, and delivery targets.
- Support the purchasing function and other relevant departments.
- Communicate any supply problems that may impact business operations.
- Risk management monitor for sourcing obligations and advise on issues presenting risk or opportunity to the organization.
- Compile data relating to supplier performance for evaluation.
- Resolve all supplier issues.
- Produce weekly reports, charts, and project status updates.
- Review open vehicles off road (VOR) and backorders weekly to expedite parts delivery.
- The procurement department is responsible for sourcing and purchasing direct thermal management components for heat shields, made of metal, fiber glass, and plastic materials. This component focuses on materials that improve and ensure vehicle safety designed to protect vehicle batteries from excessive engines and exhaust heat.
Product Manager - Continuous Quality Improvement (CQI)
Stellantis
03.2021 - 10.2022
- Run day to day operations - (CQI) Continuous Quality Improvement RFQ.
- Understanding how vehicle quality impacts customer satisfaction and loyalty is integral to success.
- CQI is an extremely powerful, flexible, and customizable platform for delivering the voice of the customer to Stellantis to aid the organization in the vital task of prioritizing changes to their vehicles, assigning the right resources, and ensuring that the changes benefit the customer and the business.
- Delivering detailed, actionable insights in near real-time to help improve quality and customer satisfaction for the global automotive industry.
- CQI is a direct mapping to JDP, providing insights on vehicle production before JDP is release date.
- Methodology Feedback.
- JD Power.
- Manage TREAD process.
- (TGW) Things Gone Wrong and (OSAT) Overall Satisfaction Scoring Statistics.
- Weighted Scoring and Target Setting Statistics.
- Engineering Function and Vehicle Line Methodology Statistics (pph).
- Monthly/Weekly/Daily Data Updates.
- Conduct Warranty Table CQI Presentations.
- Weekly Standing Meetings.
- Survey Preparation and Mapping Statistical Strategies.
- Competitive Studies.
Dispute Resolution Manager (CRT) - CX - (Mopar)
Stellantis
10.2018 - 03.2021
- The CRT program was developed to engage with time sensitive at-risk customers to control and reduce Buybacks in effort to maximize brand loyalty; working with oversees buyback administration and various groups across Stellantis focused on reducing cycle time for processing: direct other 'level 3' activities (arbitration, product allegations).
- Oversaw day-to-day operations for customer communication and engagement strategy (Mopar and Chatman teams).
- Managing CRT Parts department and (2) external suppliers (Aerotek and Reliance One). Responsible for roadmaps, career development and critical KPI's.
- Managed 20 people (2 Departments - Mopar/Chatman) and the process (People Leader).
- Managed CRT Parts Department Lemon Law Buyback Program.
- Created processes to run the business more efficiently and effectively.
- Partnered with the Brands, Field, and Dealership Teams.
- Provided Quality Assurance of the Process.
- Issue Resolution.
- Provided Communication and Training.
- Continuous Improvements.
- Managed Escalations.
- Led weekly meetings with suppliers, dealers, field, and the business.
Program Manager - Mystery Shop (VOC) - (GCCX) - (RenCen)
General Motors
04.2018 - 02.2019
- Build relationships with Stakeholders - to support the MysteryShop Program management lifecycle.
- The Mystery Shopping Program is a measurement tool key that differentiates between average companies and elite companies.
- The current GM Mystery Shop Program consists of 2 suppliers, BestMark and Shift Digital these companies are one of the nation's most well-respected Customer Experience (CX) measurement companies.
- Mystery Shop research provides a return on investment in the form of increased sales and service revenue when results are used to improve performance, thereby improving the customer experience and impacting customer retention.
- Support to all the Brands and Stakeholders for Pinnacle/Cadillac.
- GDSS/EDW Enterprise Data Warehouse.
- Global CSI & VOC Program Team.
- GM Brand, Field & Dealership Teams.
- Provided Quality Assurance of Process.
- Issue Resolution.
- Provided Communication and Training.
- Developed & Maintained BPD Boards.
- Managed Escalations.
- Lead weekly meetings with suppliers and the business.
- Created process to run the business.
Training Manager CoE & CoL Training - GP Strategies Corporation/Sand Corp
General Motors
04.2018 - 02.2019
- Conducted and managed training for the Business, District Manager In Training (DMIT), Business Development Center (BDC) and Dealer and Field.
- Build relationships with Stakeholders - to support the VOC program management, and BDC lifecycle.
- Worked with Enterprise Systems Support (USCC) team for training requirements.
- Established and Maintain Program Governance.
- GDSS/EDW Enterprise Data Warehouse.
- Global CSI & VOC Program Team.
- GM Brand, Field & Dealership Teams.
- Provided Quality Assurance of Process.
- Issue Resolution.
- Provided Communication and Training.
- Developed & Maintained BPD Boards.
- Managed Escalations.
- Lead weekly meetings with suppliers and the business.
- Created process to run the business.
- Document & Manage program process.
- Develop VOC Data Governance (includes processes & use of data).
- Run Point on Operations Support.
- Identifies issues and recommends alternate solutions.
- Developed & Maintained BPD Boards.
- Manage Team to Run the Business.
Trainer - Customer Issue Resolution - (GCCX) - (Warren, Michigan)
General Motors
Warren
04.2017 - 08.2018
- Ensure effectively trained advisors in customer issue resolution with an 85% graduation rate.
- Collaborate with instructional design team on training enhancements, ensuring improved trainee performance in production.
- Ensure optimal support for operational needs by collaborating with workforce management to adjust trainee schedules.
- Improve efficiency of training throughput by reducing the Voice of the Customer curriculum from 6 weeks to 2 weeks.
- Increase performance of newly graduated advisors by designing and delivering continuous training during the probationary phase.
- Provide supportive environment for new advisors through management of training Operations Support teams.
- Implement improvements to training delivery based on feedback from focus groups and performance analysis.
- Develop enhancement materials for the training environment to create opportunities for success in training and production.
- Managed Metrics and Performance to BPD Board.
Product Owner - Voice of Customer (VOC) - (GCCX) - (RenCen)
General Motors
08.2017 - 04.2018
- Manage the Business.
- Build relationships with Stakeholders - to support the VOC program management lifecycle.
- Global Connected Customer Experience (GCCX) Program Execution Teams (PET).
- VOC U.S and USCC Contact Centers.
- General Motors Technical (GMIT).
- Led a successful OPEX Project to support the business across the GM industry; saving cost of $200K.
- GDSS/EDW Enterprise Data Warehouse.
- Global CSI & VOC Program Team.
- GM Brand, Field & Dealership Teams (including U.S. Survey Program Owners).
- Provided Quality Assurance of Process.
- Issue Resolution.
- Provided Communication and Training.
- Developed & Maintained BPD Boards.
- Developed and managed blueprint, high- and low-level timelines and redefined VOC roadmaps.
- Managed Escalations.
- Lead weekly meetings with suppliers and the business.
- On-boarded New Suppliers.
- On-board New Surveys; created process.
- Managed and Led Team; (Data Analyst & Business Analyst).
- Integrations; onboarding new vendors.
- Created process to run the business.
Team Leader - Dual Role (Assistant Trainer) - (GCCX) - (Warren, Michigan)
General Motors
Warren
04.2015 - 04.2017
- Developed 43 advisors by engineering essential and vital tools to provide exceptional World Class Customer Service; 85% advisory promotions.
- Reviewed reports and monitor calls to ensure success of the business and retention of customers.
- Managed daily performance through BPD board goal setting and countermeasures.
- Coached advisors to meet/exceed key performance indicators.
- Partnered with the field to resolve cases and escalations.
- Created an environment to reduce attrition and improve ESS results.
- Developed training materials for Lemon Law Buyback program.
Early Response Specialist - and (CAC Executive Department) Dual Roles - (Warren, MI)
General Motors
Warren
02.2014 - 04.2015
- Business Resource Center (BRC) - Specialized in California Cases Lemon Law Buyback all States in addition.
- Peoplesoft Software.
- Quality Call Monitoring for Exceptional World Class Customer Service.
- Telematics, Dealer Broadcast Communication - Internal and External.
District Specialist - (GCCX) - (Warren, MI)
General Motors
Warren
06.2013 - 02.2014
Education
MBA of Science - Business Administration
Central Michigan University
Bachelor of Science - Management
Central Michigan University
Masters of Science - Leadership
Central Michigan University
Skills
- Conflict Management
- Problem Solving
- Business Acumen
- Drive Results
- Written Communication
- Creativity
- Delegation
- Customer Focus
- Building Effective Teams
- People Leader
Certificates And Awards
- 4 Team GM's
- Honor's Society Program (2013-Present)
- Certified Leadership Certificate (2015)
- Award Recognition for Ambassador at General Motors for Commitment on the job
- Certified Business Plan Development (PD) (2016)
Accomplishments
- Completed OPEX Project.
- Reduced days to close from 20.25 days to 13.3 days.
- Maintained consistent SQS performance.
- Training throughput (85%), Training quality score (80%).
Organizational Member
Alpha Kappa Alpha Incorporated (AKA), 06/22-Present, Founded in 1908, this is an international service organization. Its mission emphasizes high scholastic and ethical standards, unity, and service.
Qualifications Summary
- An inspirational trainer, teacher, and mentor with over 10 years of experience developing high performing employees in the automotive industry. Has secured 6 promotions at GM within 4 years.
- An accomplished people leader capable of managing call center teams in a fast moving, continuously changing professional environment. Maintained the 3rd highest Quality Scores out of 22 at the site.
- An empowered accomplished manager that led 4 successful programs at one time; MysteryShop, Shift Digital, BestMark and Training.
- An enthusiastic Team Leader who motivates and develops teams to provide World Class Customer Service, ensuring General Motors business and retention of Customers. 85% of team members have been promoted to more specialized teams in the center.
Timeline
Senior Heat Shield Commodity Buyer
Stellantis
10.2022 - 10.2025
Product Manager - Continuous Quality Improvement (CQI)
Stellantis
03.2021 - 10.2022
Dispute Resolution Manager (CRT) - CX - (Mopar)
Stellantis
10.2018 - 03.2021
Program Manager - Mystery Shop (VOC) - (GCCX) - (RenCen)
General Motors
04.2018 - 02.2019
Training Manager CoE & CoL Training - GP Strategies Corporation/Sand Corp
General Motors
04.2018 - 02.2019
Product Owner - Voice of Customer (VOC) - (GCCX) - (RenCen)
General Motors
08.2017 - 04.2018
Trainer - Customer Issue Resolution - (GCCX) - (Warren, Michigan)
General Motors
04.2017 - 08.2018
Team Leader - Dual Role (Assistant Trainer) - (GCCX) - (Warren, Michigan)
General Motors
04.2015 - 04.2017
Early Response Specialist - and (CAC Executive Department) Dual Roles - (Warren, MI)
General Motors
02.2014 - 04.2015
District Specialist - (GCCX) - (Warren, MI)
General Motors
06.2013 - 02.2014
MBA of Science - Business Administration
Central Michigan University
Bachelor of Science - Management
Central Michigan University
Masters of Science - Leadership
Central Michigan University