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Resume

Experience

2020-2022

CX Call Coach

UWM

Pontiac, Michigan

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  • Coached over 500 team members remotely and in-person on phone skills with brokers and appraisers

  • Facilitated over 15 large scale client experience trainings involving positivity, empathy, de-escalation, taking ownership, asking the right questions, accessing client needs and exceeding expectations

  • Focused on improving team member’s call scores based off a scorecard for a successful call

  • Exceeded daily commitment metrics 

  • Provided motivation and support to increase team members call confidence and comfortability

2018-2020

Regional Quality Manager

Sixt Rent a Car LLC

Fort Lauderdale, Florida

  • Managed 28 locations from NYC to San Antonio, including weekly travel

  • Focused on process improvement and consistency

  • Promoted corporate identity and positive brand image

  • Developed and taught workshops on customer service importance, techniques and social media influence

  • Created improvements to branch operations enhancing overall customer experience

  • Improved the East Coast Regional Customer Excitement Score from 4.11 to 4.34 (out of 5)

  • Performed bi-annual audits of each location focusing on process and appearance uniformity

  • Utilized Qlikview, Jira, Salesforce and internal analytic reporting to monitor branch performance

2014-2018

Branch Manager

Sixt Rent a Car LLC

West Palm Beach, Florida

  • Managed a team of over 30 employees as well as overseeing 10-15 subcontractors

  • Achieved the highest Customer Excitement Score of all East Coast Sixt Airport Locations 2018

  • Excelled and trained on selling techniques (top down, can-today-savings)

  • Created and maintained relationships with corporate clients, hotels, FBOs and local vendors

Education

2010-2014

Michigan State University

Bachelors Degree

East Lansing, Michigan

  • Bachelor of Arts in Marketing

  • Graduated with High Honors: GPA: 3.9/4

  • Dean’s List: 8 Consecutive Semesters

  • MSU Honor's College

  • Broad School of Business

  • MSU Marketing Association

  • MSU Ski Club

2013

University of New South Wales

Distinction

New South Wales, Australia

  • Study Abroad Opportunity

  • Sydney / Canberra / Darwin / Cairns, Australia

  • Distinction in International Business

Professional skillset

Customer Experience

Process Improvement

Teamwork & Collaboration

Management

Training and Content Development

Policy Compliance

Marketing

Sales

Customer Service

Salesforce, CRM, Novomind, Jira, Qlikview

Microsoft Excel, PowerPoint, Word, Adobe Photo Shop, Illustrator

Social media skilled; Instagram, Facebook, Snapchat, Twitter, YouTube

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