Nov 2019 – Jan 2021 · 1 yr 2 mos

• I interacted with senior management and lobbied to increase customer satisfaction for the BMW Group. I was responsible for 1st level direct customer support and complete 2nd level Incident Management throughout the IT chain. I led a team of 7 representing the USA, Canada, Mexico, and Brazil. The program was supporting 2.5 million connected vehicles.

Oct 2016 – Nov 2019 · 3 yrs 1 mo

• In the project lead capacity, I was responsible for launching a new data platform in the USA. I spearheaded the local program requirement delivery by networking with all levels of BMWNA & BMW Munich organizations. I lead a cross-functional teams to deliver new nationwide IT project on tight deadline and ensured 2.5 million connected vehicles were considered in business and IT requirements. This included influencing IT teams worldwide, internal and external stakeholders, operations, finance, marketing, and Legal. I developed financial processes for billing/payment components with Business, SME's and IT. Lastly, I strategically engaged prospective participants to ensure customers were signed up by program launch.

Jun 2014 – Oct 2016 · 2 yrs 4 mos

• I negotiated best customer experiences with wireless carriers, vendors and internal stakeholders. Partnered with IT in project setting to perform system error analysis that negatively impact customers. I supported a 1.2 Million connected vehicle program by lobbying for maximum system uptime and well tested competitive feature release. I led a Level 2 support team to meet customer and dealer expectations including Level 3 escalations and collaboration for issue identification and resolution.

Oct 2012 – Jun 2014 · 1 yr 8 mos

• I increased customer satisfaction by shortening vehicle workshop time for ConnectedDrive errors. I helped 350+ dealerships for BMW and Rolls-Royce by troubleshooting technical failure cases. I responded to an average of 400 investigations per week by providing Level 1 and 2 support to technicians, sales persons and engineers. I managed escalations of Level 3 cases to wireless carrier or specific function owners in IT organization in USA or Munich.

Jan 2004 – Jan 2012 · 8 yrs · Jersey City, NJ

• I gained non-profit experience by spearheading the Development component of a new $2.3 million non-profit community center. I planned and executed strategic engagement with senior managers at target manufacturers and key giving partners to secure support financial or product support. I managed donor cultivation, solicitation, and relations for continued support. I gained the following sponsors: Whirlpool, Sharp USA, Goldman Sachs, Provident Bank, TD Marketing, Bank of America, PSEG Foundation, Lefrak Organization, Starbucks Coffee Company, Electronic Theater Controls, and The Home Depot.

Jan 2003 – Jan 2004 · 1 yr · Montvale, New Jersey

• I worked on a team that won a JD Power Award for Great Customer Service. I contributed to this successful team by providing world-class customer service for Customer Relations, European Delivery, and Escalated Complaints Management departments. I supported inquiries from 300+ dealerships nationwide. During my time, I personally talked to thousands of customers and learned customer satisfaction is truly king. I received National Recognition for Superior Customer service in a Mercedes-Benz dealership newsletter.

Jan 2002 – Jan 2003 · 1 yr · Hackensack, New Jersey

• I joined the largest revenue client PepsiCo. This included providing support for Gatorade, Quaker Oats & Frito Lay. I delivered syndicated and custom data supported argumentation to show target customer alignment to win placement in Grocery, Restaurant, and Fast Food channels.

Jan 2001 – Jan 2001 · 0 mo · Oradell, New Jersey

• I returned to the USA from Coventry England and pursued a third internship as an undergrad student. In this opportunity, I gained insight into Product Analysis. I evaluated sales data of media storage devices by 25 regions and retailers across the United States. I presented new learning about competitive threats, Sony product placement, and relationship to current sales.

Jan 2000 – Jan 2000 · 0 mo · Coventry, England United Kingdom

• I relocated to Coventry England for 6 months to gain international business experience as the second part of a prestigious internship program offered by Ramapo College. I helped the company save money on the production of sales literature for about 200 dealerships by adjusting allocation based forecast sales. I supported the design of a series of focus groups led by J. Walter Thompson Advertising Agency in London. I applied what we learned directly from customers towards the prioritization of customer-focused advertising for upcoming campaigns.

Jan 1999 – Jan 1999 · 0 mo · Mahwah, New Jersey

• Ramapo College’s Career Center chose me from 100 + students to compete for this prestigious internship opportunity at Jaguar Cars. I landed the opportunity to intern in the Pricing and Variable Marketing department and delivered pricing and competitive threat analysis across more than 20 segments in the United States Market.