Tyler Walker
Boise,Idaho
Summary
CUSTOMER SERVICE REPRESENTATIVE/ MANAGER: Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Having prided myself on being an innovator, one who leads by example. With 30+ years of experience in training and developing teams, by initiating and cultivating brand new business while also maintaining the loyalty and satisfaction of customers. This balance has been crucial in driving success and growth. Considering myself personable and very coachable. Having the ability to identify opportunities within the automotive industry is ever-evolving, presenting with new challenges and opportunities every day. It is in these moments of uncertainty and change that shine. Believing that success lies in embracing innovation, pushing boundaries, and never settling for mediocrity. With unique skills and well-rounded experience, helped to significantly increased revenue for dealerships, earned promotions, and left a lasting impact. Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
14
14
years of professional experience
Work History
Senior Agent Ford GuestXP (Guest Experience Platform)
Ford Motor Company - MSX International
Southfield, MI
10.2023 - 04.2024
- Supporting Ford Motor Company Online Reservations, by making and answering calls with dealerships and field coaches on how to use this platform effectively and efficiently, by enhance customers experience with in dealership online reservation
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback. By managing around 30 calls per day.
- Supervised team of (5], providing exceptional coaching and mentoring
CUSTOMER SERVICE REPRESENTATIVE - MANAGER
MSX International
Southfield, MI
09.2019 - 04.2024
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Developed key performance metrics for measuring and tracking team success in meeting service objectives.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Partnered with senior management on strategic projects aimed at expanding business's presence within key markets.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
Market Area Manager
Ford Motor Company - MSX International
Southfield
09.2022 - 09.2023
- FordPass Rewards Program & Ford Pickup & Delivery Program, GuestXP - Guest Experience Software Program
- Pioneered the use of advanced sales tools and technologies to streamline daily tasks and enhance client engagement, with internal processes for better efficiency in client management, reporting, and communication efforts.
- Managed 5 West Market Regions (Seattle, Denver, San Francisco, Los Angles, Phoenix) along with a Field Consultant Team of 6
Field Consultant
Ford Motor Company - MSX International
Southfield, MI
09.2019 - 09.2022
- Denver/ Seattle Regions, FordPass Rewards Specialist, Train and consult with dealership(s) staff, provide ongoing technical support, helping dealerships utilize the rewards program to better their sales and service business.
- Mentored junior consultants by sharing insights from experience gained over years working within the field consulting profession.
- Maintained up-to-date knowledge of market trends and developments, adjusting strategies as needed to stay competitive in the industry.
Service Writer
Wackerli Subaru
Idaho Falls, ID
03.2019 - 08.2019
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Presented different repair options to customers to help each person make appropriate choices.
- Streamlined repair order processes for increased efficiency and productivity.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
Service Writer
Larry H. Miller Subaru Boise
Boise, Idaho
02.2018 - 03.2019
Service Writer
Bronco Motors
Boise, Idaho
01.2015 - 01.2018
Service Writer
Teton Auto Group
Idaho Falls, ID
01.2010 - 12.2015
Education
High School Diploma -
Bonneville High School
Idaho Falls, ID05.1988
Skills
Product and Service Knowledge
Operations Management
Employee Relations
Coaching and Mentoring
Performance Analysis
Succession Planning
Telephone Etiquette
Workforce Planning
Positive Attitude
Problem-Solving Skills
Organizational Skills
Clear Communication
Knowledge Of Automotive DMS
Systems
Business Development
Microsoft Office Excel, Word, Power point, Outlook
References
Upon Request
Hobbies and Interests
IHSSA Referee (Basketball & Baseball)
Work Preference
Work Type
Full TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementTimeline
Senior Agent Ford GuestXP (Guest Experience Platform)
Ford Motor Company - MSX International
10.2023 - 04.2024
Market Area Manager
Ford Motor Company - MSX International
09.2022 - 09.2023
CUSTOMER SERVICE REPRESENTATIVE - MANAGER
MSX International
09.2019 - 04.2024
Field Consultant
Ford Motor Company - MSX International
09.2019 - 09.2022
Service Writer
Wackerli Subaru
03.2019 - 08.2019
Service Writer
Larry H. Miller Subaru Boise
02.2018 - 03.2019
Service Writer
Bronco Motors
01.2015 - 01.2018
Service Writer
Teton Auto Group
01.2010 - 12.2015
High School Diploma -
Bonneville High School
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