TRACY STEVENS

• Through consultative approach support 7 retailers in Arizona, Nevada, and New Mexico focusing on all facets of variable operations to achieve district/region objectives and operational excellence
• Promote and support all customer service and sales-enhancing programs including CPO, Digital Retailing and Reputation Management
• Assess sales operations and retailer profitability through routine contact and site visits
• Identify areas of improvement and motivate dealership sales management to make improvements and take corrective actions to drive improvement
• Identify best-in-class dealership practices and recommend incorporation into retailer programs and policies
• Work closely with District (Fixed Operations Manager, Financial Services Manager, Digital Consultant) and West Region team to synergize operations
• FY22 ACHIEVEMENTS

- 2nd place National Dealer Operation Manager of the Year

- 73% YoY CPO Sales growth

- 75% YoY improvement SSI Tablet Usage

- 4% YoY improvement in overall SSI exceeding National average by 2%

• Held key role for automotive EV startup responsible for design and implementation of roadside and service support strategy with innovative customer centric approach
• Recruited, managed, coached and nurtured the team that, together, implemented all elements needed to operate a virtual service intake operation and roadside assistance efforts for B2C and B2B clients
• Developed and deployed global roadside strategy achieved through working collaboratively with key internal and external partners
• Laid foundation for direct-to-consumer service intake operations including establishing service support operations center in Michigan, recruiting of operations team members, completion of grant application resulting in award of $2M grant
• Experienced in workflows, process documents, project plan creation, training curriculum and design, hiring plans/recruiting, budgeting and RFP’s.

• Working in a consultative client liaison role, partnered with automotive client to elevate sales and service client experience to improve operational efficiency and reduce risk of treatment-based client defection
• Primary areas of focus were design, implementation, training and overall management of automotive mystery shopping and dealer facility audit program
• Designed shopper enrollment portal, training documentation including video script, VIP shopper program and managed concierge support team
• Over 2-year period grew OE owner shopper data base to over 20,000, of which 20% chose to become VIP shoppers
• Using Google analytics, identified web site enrollment defection issues, modified processes to ensure shop targets were achieved
• Instituted second validation quality control process to ensure program credibility reducing retailer appeal by 200% YoY
• Rebranded white labeled app for OE audit program, wrote audit survey, user guides and provided user app support
• Wrote annual Statement of Work (30 pages+) and had oversight of $1.7M annual program budget.