Allysa Dowden: Customer Service Director in Holland, MI

? Establish the strategic direction and vision for the CS team's growth and development ? Obsess over customer satisfaction scores and relentlessly strive for CS improvements ? Oversee the entire CS operation; 55+ employees ? Continue to build an outstanding team, develop + implements all processes that create a world-class customer experience ? Represent the voice and needs of the customer with our HQ team in NYC ? Demonstrates expertise with our products and brand- being a source of knowledge for the broader team to draw from ? Communicate with the CSRs to ensure they are equipped to follow standard response processes but have the ability to think independently and find creative solutions to novel situations ? Lead the team actively, providing guidance to direct reports ? Identify opportunities to innovate for continuous improvement and increased efficiency ? Motivate the CSRs to maintain Function of Beauty's brand voice by being empathetic, positive, and helpful in a way that fosters customer loyalty

? Directly managed, lead, and grew a team of 7 Account Managers ? Met and exceeded sales goals and key performance metrics each consecutive month by utilizing Proactive Dealer Solutions Sales process and Sales scripts ? Coordinated sales programs to capitalize on revenue opportunities and maximize profitability ? Utilized ProTalk Service process and Service scripts Responsible for scheduling all the Service Department appointments ? Organized Quarterly General Motors Business Development Center Assessments ? Taught the sales team how to connect with customers and build long-term, productive relationships ? Resolved customer complaints regarding sales and service

? Centralized hub for four locations across Michigan ? Directly Managed 15 employees a day ? Met and exceeded sales goals and key performance metrics each consecutive month by utilizing Proactive Dealer Solutions Sales process + Sales scripts ? VinSolutions trainer for the General Managers and over 200 Sales Consultants ? Organized Quarterly General Motors Business Development Center Assessments ? Resolved customer complaints regarding sales and service ? Worked closely with all sales personnel to assist with routine sales and handle advanced issues. ? Taught the sales team how to connect with customers and build long-term, productive relationships ? Worked cross-functionally with regional and local Sales Managers, General Manager, and VP