lead performance manager resume example with 20+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Dedicated Lead Virtual Implementations Consultant, Front-End Solutions (FES). Excellent in maintaining high customer satisfaction. Subject Matter Expert (SME) with implementing, supporting and troubleshooting CDK Drive core FES applications, Add-Ons, Accounting Interfacing and Best Practices in field. Especially effective leadership strategies to motivate peers performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Skills
Proactive Self-Starter
Efficient and Detail Oriented
Multitasking and Prioritizing Workload
Teamwork and Collaboration
Upbeat and Positive Minded
Understanding Customer Needs
Building Customer Trust and Loyalty
De-escalation Techniques
Document and Records Management
Microsoft Office; Salesforce, Confluence
Education and Training
San Dieguito AcademyEncinitas, CA, Expected in 06/1980 ā āHigh School Diploma: - GPA:
Experience
Honeywell - Lead Performance Manager Metropolis, IL, 04/2019 - 10/2022
Recipient of multiple Spotlights from management and peers
Maintained updated knowledge through continuing education in advanced training
Communicate with Senior Executive Management, Department Heads and End-Users to discuss customers needs and request on how to better utilize CDK DMS Drive applications
Provided excellent service and attention to customers through Zoom and phone conversations and virtual demonstration
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Displayed strong telephone and etiquette, effectively handling difficult calls.
Documented research findings, setups and prepared polished reports highlighting results and potential improvement strategies.
Collaborated with cross-functional teams to define features and build powerful and easy-to-use products and customer-facing workflow tools and documentation.
Created Virtual Biller course templates to train and educate customers and peers on Virtual Biller posting, troubleshoot posting errors, with apply resolutions, and Virtual Biller Administration setup skills.
As an SME, provide quick Q&A solutions to Managers, Peers, Customer and Implementation Support baseline (Tier 1, T2, T3) and Programmers on Virtual Biller and other FES applications.
CDK Global, LLC - Lead Virtual Implementation Consultant City, STATE, 06/2014 - 04/2019
Recipiente of multiple Spotlights and "VIC of the week/month" awards
Continues education on supported and interfaced applications
Reviewed project scope ahead of installation to understand customer expectations and important details.
Implement and manage configuration, installation and troubleshooting of Front-End Solutions (FES) applications.
Drove client retention by ensuring action planning and implementing CDK Drive F&I applications and Virtual Biller setups to exceed client expectations.
Exceed internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently and timely.
Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
Provided technical guidance for system development and troubleshooting. Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
Coached and mentored peers and customers by teaching best practices and protocols to reduce discrepancies.
Developed employee training initiatives by leveraging industry trends and partnering with team leaders in North America and Hyderabad.
Setup and Maintained both F&I State Standards and Virtual Store internal boxes. Informing teammates and management with updates.
CDK Global, ADP Dealer Services - Sr Account Executive City, STATE, 12/2000 - 06/2014
Recognized by management and peers for providing exceptional customer service. Aquirering "AE of the year award" 2000.
Maintained and updated knowledge through continuing education and advanced training throught employment with CDK Global, LLC
Met with stakeholders, product teams and customers throughout implementation process.
Identify and communicated potential risks and roadblocks to properly execute projects.
Gathered prior setups, Completed, and Trained customers on New setups or upgraded CDK Drive core applications for both Front and Back-end products.
Addressed customer questions and concerns regarding products and applications through install weeks.
Informed project manager of milestone updates and provided detailed project reports.
Presented customers with project updates to assess satisfaction and gain feedback.
Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Planned and completed group projects, working smoothly with others.
Implemented quality and on-time workload to align with business requirements and implementation install quality and reliability.
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