18+ years working directly with external and internal customers in software Implementation.
*Leading a customer focused team through a major transformational change. A new organizational structure that was developed through workflows leading to the development of install centers of excellence.
*Ability to ramp-up on new products quickly. Understanding the customers' needs and relaying them to the different groups in the organization. I take pride in having a hands-on approach which translates to credibility in dealing with customer concerns to full resolution.
*Report building / Understanding customer case management and issues affect their business. Using data to support a customer centered culture.
*A strong understanding of all CDK Core applications - building standard work on core applications through the implementation of Virtual stores and developing install teams on CDK Service (in India and NA), FORD SMARTT and e-payments. Always looking for ways to improve the customer experience.
*Continued high associate engagement survey scores (94%) and a strong history of building bench strength in the team (associate development). Understanding the job and aligning the right resource to execute against it resulting in high quality and speed. Associate and client satisfaction goal.
*Business acumen understanding the contract to cash process and how failures or success affect the company bottom line.
*Leadership - setting clear goals and communicating them to the team. We have maintained high-quality work despite changes in personnel. Adapting to change while maintaining focus on the goals.
*Process and documentation - lead through consistency and standards - dedication to developing repeatable work
01/2012 to Current
ManagerVirtual Solutions Hoffman － Illinois
01/2005 to 01/2012
Supervisor Central Implementation Project Lead, Sr. Business ConsultantInstall Group
The desire to learn - Understanding all the core applications of the CDK platform.
Confident in workflows in business office, Payroll, Finance, Sales, Parts and Service operations of auto dealerships.
Innovative thinking - applying the "twenty group model" internally within CDK as a means of sharing, and documenting unique reporting and setups needed by the manufacturer or state agencies.
Task-oriented / multitasking - responsible for the Central United States region installs.
As well as fixed operations core apps, Truck Bundles, FORD SMARTT and Service Edge in the United States and Canada.
Breakthrough ideas / outside the box thinking/ Collaborative skills - build strength on the new products.
A strong record of resolving customer issues through a collaborative and proactive approach.
Effective communication, listening skills with both colleagues as well as customers at all levels.
Excellent conflict management skills - Team meetings and one-on-one calls for twenty direct reports, open door policy and manage conflict as soon as possible.
Mentoring and Training).
Collaborate with sales to identify opportunity for up-sale and meet with clients to discuss install concerns and work with the Implementation organization to address any performance failures.
Strategic project support - FFG projects on improvements of install time resulting in a Phased install that reduced install time and improved the client experience by reducing client touch points through recommending BSC setups.
International team building experience.
As a means of increasing efficiencies, I traveled to India to interview and train a team to do non-client facing activities.
08/1999 to Current
CDK Global ADP Dealer Services
01/1996 to 01/1997
National Sales ManagerDealer for KIA
Motivate and work with the sales executives to meet monthly sales goals.
Maintain a profitable sales margin on all vehicles - authorized all deals.
Inventory control and bonus commissions on aged units.
On-site Sales and Marketing at trade shows.
Working with appointed dealers in other parts of the country.
Promote the after-sales service business
Mashariki Motors: Dealers for BMW Cars and Motorcycles 1994-1996 Senior Sales Executive Nairobi, Kenya.
Product demonstrations to corporate clients - sales leader in BMW 3 series sales in 1995.
Sales leader in BMW 3 series
Amazon Motors: Dealers for Volvo Renault and Renault Truck 1993-1994
Sales Executive Nairobi, Kenya.
Showroom sales and cold calling.
Work with the Service Department on client complaints.
Promote the dealership Auto Body-shop business with insurance companies.
Education and Training
Post GraduateMinnesota School of Business － Richfield, MN
Master's: Business AdministrationBusiness Administration
MBA: Automotive Management and MarketingNorthwood University － Midland, MichiganClass Valor Victorian 4.0 Automotive Management and Marketing
BBASumma Cum Laude 3.88
Bachelor of Commerce: Business Administration and Marketing ManagementUniversity of NairobiKenyaBusiness Administration and Marketing Management Second Class Upper Division
PMP: Project Management Professional - Project Management institute
Activities and Honors
Certified Automotive Merchandiser - National Automotive Dealers Association 1998
Associate of the Quarter 2004
Member of the Boomerang Club 2013
Supervisor Central Implementation Project Lead, Sr. Business Consultant
National Sales Manager
Post Graduate Master's : Business Administration MBA : Automotive Management and Marketing BBA Bachelor of Commerce : Business Administration and Marketing Management PMP: Project Management Professional - Project Management institute
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