Summary
Overview
Work History
Education
Skills
Dealer Applications and Processes
Timeline
Generic

Theresa Flood

Summary

I am a results-driven professional with extensive global experience across the Sales and Service dealer landscape. My career is defined by a unique cross-functional vantage point, having held key roles within Ford Pro, FCSD, Ford Credit, and Marketing & Sales. I specialize in optimizing the dealer experience by blending deep process knowledge with strong IT proficiency and analytical problem-solving. Beyond operations, I bring a rigorous focus on Internal Control and global regulatory compliance, ensuring that innovation is always balanced with risk mitigation and corporate integrity

Overview

22
22
years of professional experience

Work History

Sales Operations Coordinator

Ford Pro
06.2025 - Current
  • Process Optimization & Compliance: Audit and evaluate Ford Pro applications to ensure 100% CVC Program compliance, effectively mitigating corporate risk and establishing a standardized, high-quality experience across the global dealer network.
  • Data Strategy & Business Intelligence: Architect a comprehensive suite of reporting solutions and interfaces for the Ford Pro CBM team; providing real-time visibility into key KPIs that enables data-driven decision-making and significantly reduces manual reporting overhead.
  • Cross-Functional Synergy: Partner with Ford Pro skill teams to synchronize workflows and eliminate operational waste, accelerating the speed-to-market for program initiatives and ensuring a seamless, unified brand voice for dealer partners.
  • Critical Issue Resolution (Dealer Liaison): Resolve high-impact dealer issues regarding logistics, training, and invoicing to minimize vehicle "days-to-delivery," maximize dealer profitability, and maintain high Dealer Satisfaction scores.
  • Knowledge Leadership: Develop and deliver specialized training programs for Sales and Service tools, elevating team proficiency and reducing error rates in dealership-facing processes.

Scheduling and Allocation Analyst

Ford Pro
08.2024 - 05.2025
  • Order Management & Logistics: Orchestrated the complex scheduling and fulfillment of dealer, fleet, and government orders for iconic vehicle lines, ensuring 100% alignment between production allocation and customer requirements.
  • Specialized Operations: Streamlined Vehicle Special Order (VSO) workflows through enhanced batch processing and cross-functional communication with technical teams.
  • Business Intelligence & Analytics: Architected a suite of sales, share, and allocation reports that provided Ford Pro leadership with actionable insights and improved the CBM team's operational efficiency.
  • Organizational Capability Building: Led the design and delivery of high-impact training sessions for CVC program requirements and Ford Pro/Blue applications, elevating the technical proficiency of internal personnel.
  • Process Engineering: Developed and standardized sales reporting procedures to drive consistency, transparency, and accuracy across the organization.

Commercial Vehicle Center Specialist

Ford Pro
11.2021 - 07.2024
  • Strategic Dealer Liaison (SPOC): Served as the primary architect of dealer relationships for the CVC network, managing end-to-end fleet sales and service inquiries while orchestrating cross-functional resolutions with internal and external stakeholders.
  • Dealer Performance Optimization: Acted as a business consultant to CVC dealers to drive market share growth and ensure rigorous adherence to program requirements, maximizing the adoption of Ford Pro products and services.
  • Inventory Lifecycle Management: Analyzed dealer stock levels and provided strategic consultation to accelerate vehicle turn rates and minimize the financial impact of aging inventory.
  • Knowledge Transfer & Curriculum Development: Designed and executed comprehensive training programs for internal and external stakeholders, focusing on CVC program mastery and Ford Pro/Blue application proficiency.
  • Product Stewardship & Process Improvement: Audited Ford Pro/Blue digital tools to ensure alignment with program goals, driving technical enhancements that improved user efficiency and data integrity.
  • Strategic Communications & Documentation: Authored high-impact user manuals and refined Executive Field Communications (EFCs) to ensure clarity, usability, and a professional brand voice across the dealer body.
  • Regulatory Governance: Engineered reporting frameworks to monitor and ensure 100% dealer compliance with California CARB regulations, mitigating legal and financial risk for the company.

STARS Business Analyst

FCSD
11.2013 - 10.2021
  • Global Curriculum Architecture: Orchestrated the development of comprehensive training and certification frameworks for all global markets, partnering with Retail Education & Training (RE&T) and Technical Support Operations (TSO) to serve a diverse global user base.
  • International Product Ownership (STARS): Served as the Global SPOC for the STARS ecosystem, managing high-stakes systems integration and issue resolution for critical downstream applications, including Warranty, Sales Reporting, and Incentives.
  • Data Privacy & Regulatory Governance: Held accountability for enterprise-wide compliance with global data regulations (GDPR, CCPA, PII/SPII), ensuring all business processes and system architectures met rigorous international legal standards.
  • Digital Transformation & Platform Launch: Spearheaded the global launch of the STARS 2 Reporting application, managing the transition to modern server technology and complex data structures while resolving high-level OIC and security protocol challenges.
  • Global Market Expansion Strategy: Led the end-to-end launch of new international markets by conducting deep-dive requirements gathering, system design, and historical data migration, while ensuring localized training and translations for field teams.
  • Operational Excellence & Auditable Standards: Engineered and enforced standardized, auditable global processes to ensure business consistency and operational integrity across all international team members.
  • Strategic Stakeholder Communication: Developed and executed a global communication strategy for application announcements and system alerts, maintaining transparency and alignment with business partners and end-users.

Central Information Group Reporting Analyst

FMCC
12.2011 - 10.2013
  • Strategic Reporting Integration: Delivered high-impact analytical tools for five key business units, providing the visibility needed to optimize risk assessment in Dealer Credit and recovery efficiency in Collections.
  • Scalability & Knowledge Management: Developed a scalable library of processes and employee guidelines that standardized access requirements and improved the speed-to-proficiency for new hires.

Ford Trading Company IT Business Liaison

Export Operations
09.2009 - 11.2011
  • Systems Lifecycle Management: Partnered with Business, IT, and cross-functional stakeholders to lead the end-to-end development of new system functionalities, managing everything from business requirement documentation to User Acceptance Testing (UAT) and global application releases.
  • Strategic Stakeholder Mediation: Leveraged advanced conflict resolution skills to align IT and business objectives, translating complex technical challenges into actionable business insights to build consensus and drive project momentum.
  • End-to-End OTD Expertise: Possess a comprehensive mastery of the Global Order-To-Delivery (OTD) value chain, including Product Planning, Credit, Logistics, Customs/Duty compliance, and Retail Registration.
  • Operational Standardization: Authored and implemented a library of standardized "desk procedures" (SOPs) for the global workforce, ensuring business continuity and procedural integrity.
  • Global Business Intelligence: Architected and managed a suite of critical monthly performance reports (Stock/Sales, Order Status, Finance) for Export & Growth (E&G) field leadership to drive data-driven market strategies.

Export Vehicle Distribution Coordinator

Export Operations
02.2004 - 08.2009
  • Global Order Fulfillment & Logistics: Orchestrated end-to-end vehicle order management for all export markets, resolving high-stakes challenges in international production, shipping diversions, and multi-currency invoicing.
  • Digital Transformation SME (GOALS): Served as the Subject Matter Expert for the modernization of the GOALS platform, partnering with IT to architect next-generation modules for Dealer Ordering, Credit, and Field Operations.
  • Departmental Business Intelligence: Architected and managed the comprehensive reporting suite for the Ford Trading Company (FTC), providing the data transparency necessary to drive departmental strategy.
  • Operational Governance: Authored and implemented robust policies and Standard Operating Procedures (SOPs) to ensure consistent, compliant, and scalable business practices.
  • Technical Capability Building: Spearheaded the technical onboarding and curriculum development for new personnel, mastering and teaching a complex tech stack including GOALS NG, Business Objects, QAD, GEVIS, NAVIS, and CONCEPS.

Education

Master of Science - Program Management

Central Michigan University
Mount Pleasant, MI

BBA - Business Management

Cleary University
Ann Arbor

Skills

  • Decisive Leadership: A results-oriented leader with a proven track record of driving complex initiatives to completion through accountability and high performance
  • Strategic Project Portfolio Management: Expert at navigating high-pressure environments, managing multiple workstreams, and delivering results amidst shifting priorities
  • Advanced Analytical Problem-Solving: Skilled at dissecting complex organizational challenges to identify root causes and implement data-backed, innovative solutions
  • Customer & Dealer Centricity: Dedicated to optimizing the dealer experience by anticipating needs and exceeding service expectations on a global scale
  • Proactive Change Agent: Highly self-motivated in identifying operational gaps and taking the initiative to lead transformative improvements
  • Stakeholder Alignment & Mediation: Proficient in navigating diverse viewpoints, resolving conflict, and building consensus across global and cross-functional teams
  • Executive Presence & Communication: Exceptional verbal and written communicator, skilled at distilling complex information for high-stakes presentations to all levels of leadership
  • Cross-Functional Synergy: Thrives in matrixed environments, fostering collaboration across diverse business units to achieve enterprise-wide goals
  • Continuous Process Optimization: Disciplined approach to refining workflows, documentation, and internal controls to drive efficiency and mitigate risk

Dealer Applications and Processes

EXTERNAL APPLICATIONS

Sales: WBDO, CONCEPS, AccuQuote, Vehicle Visibility, VINVIEW, Smart Vincent, eSourceBook, Quote to Order Tool, Fordpro.com tools, GOALS, COVP

Service: PTS/OASIS, OWS, DPES, DPESII, STARS, STARS XP

Reporting: WebFocus, Business Objects, Qlik, FMCDealer Management Reports

INTERNAL APPLICATIONS

Dealer: GOLDD, DISNE, RACF ID, CSPS/SPS/APS, AXZD Partner Plans

Sales: NAVIS, GEVIS, VISTA, Salesforce, SOE, RTOM, VOCI/PDL

Service: GCCT, GRID, DOW/DPESII, GCAMP

Invoicing: VISIONS, QAD, FBMS

Reporting: FBMI, SAMS, IA Online (Web and Mainframe), STARS Reporting, Real Time Sales Dashboard, Brand Dashboard, Go to Market Dashboard, NA Sales Reporting

DEALER PROCESSES

Finance/Invoicing: Price Levels, PST, GST, FIN Codes, CPAs, Ford Credit CLOC

Sales: VSO/SPO, Scheduling, Allocation, Inventory, Homologation, Export documentation (bill of lading, COV), Order Guides, Broadcast Handbooks, PCVs, Government Sales, FDNB, Ford Commitment Program (FCP), Ford Courtesy Transportation Program (FCTP), ST999

Service: Warranty and Policy manual, Medium Duty Capability, Quick Lane/Quick Lane Express, Ford Pro Service Elite, Damaged Vehicle Operations, Mobile Service, Top Techs, Shop/Tech Competency

BUSINESS APPLICATIONS

Word, Excel, Power Point, Visio, Business Objects, WebFocus, SAS, SQL, Teradata, MS Project, Adobe, EDW, UDB, Qlik, Sharepoint

Timeline

Sales Operations Coordinator

Ford Pro
06.2025 - Current

Scheduling and Allocation Analyst

Ford Pro
08.2024 - 05.2025

Commercial Vehicle Center Specialist

Ford Pro
11.2021 - 07.2024

STARS Business Analyst

FCSD
11.2013 - 10.2021

Central Information Group Reporting Analyst

FMCC
12.2011 - 10.2013

Ford Trading Company IT Business Liaison

Export Operations
09.2009 - 11.2011

Export Vehicle Distribution Coordinator

Export Operations
02.2004 - 08.2009

Master of Science - Program Management

Central Michigan University

BBA - Business Management

Cleary University
Theresa Flood