DealerRater

Led the CSR team to exceed team and individual KPI's, resulting in all-time high CSAT scores of 97% CSAT Average, Case AHT lowered by 66% and completion up 15%. 
Participated in a Team Lead Stretch Assignment which resulted in over 15 education, coaching and development and organizational opportunities for improvement. Discoveries and findings developed in over 7 active cross team projects.  
Led and completed a Training Frameworks Project, a fluid and comprehensive 4-week training schedule for CSR and DSP new hires
Coached individuals in 1:1 meetings, resulting in case productivity increasing by 13%, improved product knowledge and communication skills.
Managed and trained new CSR members, ensuring new representatives are phone-proficient within 3 weeks, an improvement from the previous 5-week average
Coordinated with cross-functional teams to improve our Salesforce instance by prioritizing needed updates and wish list requests.
Served as SME for all DealerRater products and features

Senior Client Service Representative

Led a team to assist with maintaining company culture - This includes but isn't limited to planning out happy hours, company gatherings, community service efforts in-person and virtually.

Partnerships include - Cradles to Crayons and Project Bethlehem

Chair of CultureClub

Monitored case/phone queues closing out 40–60+ cases per day
Surpassed team and personal goals, obtaining a 95% CSAT average, and consistently marked 'exceeds expectations' in quarterly reviews since 2017
Instrumental in restructuring CSR team, assisted with interviewing candidates and training
Served as the preferred resource for any questions

Client Service Representative

Cars.com

Represented the BEU ERG as well as DealerRater in the DEI council
Presented insights, feedback, and assistance through ERG work on CARS core Diversity, Equity, and Inclusion metrics

Diversity, Equity & Inclusion Council Member

Mission Statement: To empower a supportive culture that promotes acceptance of all CARS employees by way of networking activities, navigating discussions, and servicing those in need.

After a year of serving on the BeU board as the Professional Development & Networking Chair & Co-Communications Lead, I was elected for the Chairperson position for the 2021-2022 Term.


2021 - 
Onboarded new ERG board members and led highly successful group-wide engagement and rebranding efforts

Created and hosted 'The SparkPlug Series' event on 'Code-Switching - What is it and how does it impact us all inside and out of the workplace.'

Chairperson - Black Excellence United ERG

Created and branded 'The SparkPlug Series' in collaboration with co-founders, Tressie Collier and Tristian Penick 

Mission Statement:
The SparkPlug Series (TSPS) is a series of guided discussions which will be presented by each ERG or company club/group(CCG) within the CARS organization. The series is being put into place to help us as an organization learn about different issues for educational purposes and how these topics affect our employees, customers and community and is intended to be used as a safe, open space for honest dialogue on various uncomfortable topics. Topics will vary month to month in subjects such as history, current events, work, relationships, and may have corresponding materials such as articles, books, documentaries or movies. TSPS will also be used to uplift and amplify the voices within each ERG/CCG’s community.

Events presented thus far - 

Sept 2020 |  Launch of The SparkPlug Series - '13th the Documentary Discussion' 
A conversation about systemic racism, how we got here and taking a deeper dive into, Ava DuVernay's documentary - '13th'.

Feb 2021 | 'Soul' the Movie
Celebrate Black History Month with Pixar's first film to feature an African-American protagonist. Taking a deep dive from the streets of New York City to the realms of the cosmos to discover life's most important questions - what is it that makes you... YOU?  

Dec 2021 | 'Code-Switching - What is it and how does it impact us all inside and out of the workplace.' 
A conversation about Code-Switching, what it is and how it impacts us all inside and out of the workplace. Taking a deep dive into podcasts around the topic, Cultural Competence Podcast -
“Should You Be Your Authentic Self at Work?” and “What’s So Bad About Code-Switching at Work?” , as well as What I Did Wrong Podcast with Lonnie Woods III “Mistake 55: Code Switching In The Workplace”.

The SparkPlug Series Co-Founder

Town Spa Pizza

Managed Take Out staff and ensured that the day to day was run smoothly
Provided excellent customer service and conflict resolution solutions
Handled large amounts of money including running lottery machine
Directed health and safely management and procedures

Take Out Customer Service Associate & Supervisor

Copitex Business Machines, Inc

Assisted the CEO, office/service manager, warehouse department, and sales department
Provided customers with exemplary and timely customer service
Served multiple customers, discovering their needs, and making recommendations to generate sales.
Assisted office manager with health and safety procedures, filing and organization throughout the office and warehouse

Junior Designer 

Updated marketing and documentation resources and materials
Included but not limited to - business cards, brochures, flyers, ads, email blasts campaigns as well as organizational process forms for the office, sales and warehouse departments.

Office Assistant, Sales Assistant, Junior Graphic Designer

FaceFront Cosmetics

Office Assistant/Sales Executive

Dunkin Donuts

Customer Service

Massage Envy

Massage Therapist

Tiger Lily Day Spa and Salon

Massage Therapist/Receptionist

Hard-working and detail-oriented professional with years of proven experience in customer service and success, retention, conflict resolution, and process improvement. A change agent with a passion and focus on leadership, diversity, equity, and inclusion, cultural humility, and changing cultural environments to enhance the workplace and employee engagement.

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