Uptime Data Analytics, Strategy & Growth Manager at Ford Motor Company (2024-06 – 2026-08)
- Data Mining & BI Pipeline Architecture: Mined and structured large-scale datasets by architecting end-to-end Business Intelligence pipelines using SQL, Alteryx, and Google Cloud Platform (GCP) to streamline raw data extraction and processing.
- Advanced Modeling & Automated Trend Detection: Applied advanced data transformation techniques to model complex operational datasets, pioneering the integration of Artificial Intelligence to automate trend detection and engineer workarounds for systemic data barriers.
- Power BI & Qlik Cloud Reporting Solutions: Developed and deployed interactive, functional dashboards in Power BI and Qlik Cloud to provide real-time tracking for Balance Score Card (BSC) KPIs, Repair Order (RO) cycle times, and fleet uptime metrics across multiple vehicle platforms.
- Analytics Leadership & Executive Storytelling: Mentored dashboard and data engineers on SQL best practices and visualization standards, converting complex technical metrics into executive presentations that optimized dealership fixed operations and drove strategic decision-making.
Ford Pro Uptime Support Manager at Ford Motor Company (2022-11 – 2024-06)
- Commercial Fleet Strategy & Revenue Restoration: Directed fleet uptime initiatives and managed the national Recall strategy for Ford Pro, resolving critical vehicle downtime to restore $25M+ in revenue for major commercial rental accounts.
- National Program Launch & Leadership: Led the U.S. operational launch of the Ford Liive initiative, establishing cross-functional working groups and guiding strategy, communication, and KPI tracking for a 45-person contact center.
- Cross-Functional Operations: Synchronized dealership service workflows and parts logistics with internal technical, parts & service operation divisions to eliminate repair bottlenecks and accelerate end-to-end Repair Order (RO) completion.
- Operational Innovation: Developed a strategic business framework and engineered a dealer-facing tool to enable Dealer-to-Dealer (D2D) parts sales, driving service efficiency and parts availability across the network.
Parts and Service Zone Manager at Ford Motor Company (2021-01 – 2022-11)
- P&L & Territory Performance: Led the top parts-grossing zone in the nation, driving Fixed Operations profitability across regional dealerships and earning Zone Manager of the Year & Top Achiever (2021).
- National Analytics & Field Communication: Created a national, objective-driven report and structured communications plan that empowered Zone Managers nationwide to execute data-backed dealer reviews and improve VIN share and MPI penetration.
- Customer Experience (CX) Programs: Enhanced regional CX metrics by launching Pick-Up & Delivery programs and strategically placing Mobile Service vans to expand dealer service footprint and capacity.
- Goodwill & Conflict Management: Effectively managed complex customer escalations and discretionary goodwill budgets, balancing customer satisfaction with corporate policy compliance.
Field Service Engineer at Ford Motor Company (2012-03 – 2021-01)
- Territory & Operations Leadership: Provided strategic oversight and fixed operations consulting for 35–45 dealership service departments across Texas and Oklahoma, driving operational excellence, service throughput, and customer satisfaction.
- Advanced Technical Diagnostics: Served as the final escalation point for complex technical failures, performing advanced on-site diagnostics and failure resolution across gas, diesel, hybrid, and full-electric powertrains.
- Mentorship & Network Training: Led technical onboarding, mentorship, and skill development for new Field Service Engineers and dealership technicians, creating custom training plans to build regional technical capability.
- Process Innovation & Sales Strategy: Architected and scaled a standardized equipment assessment process adopted as a national standard, successfully aligning dealership operational gaps with sales strategy to achieve a #3 national ranking in tool and equipment sales.
Rotunda Tool Sales Specialist at Ford Motor Company (2015-01 – 2016-01)
- Sales Leadership & Target Execution: Directed a team of 13 Field Service Engineers across 310 dealerships, managing sales metric tracking and pipeline communication to achieve a $13M sales objective.
- Cross-Functional Business Expansion: Expanded sales opportunities by building strategic partnerships across Quick Lane and Facility Action teams to capture new facility and equipment leads.
- Process Standardization & Program Design: Established national standards for equipment assessments and asset management, framing the operational scope for new regional program roles.
- Marketing & Technical Design Agility: Authored instructional documentation, promotional collateral, and precision facility layouts using CAD software to boost visibility and adoption of new shop equipment.
Service Engineer at Ford Motor Company (2010-06 – 2012-03)
- Technical Subject Matter Expertise: Served as the lead Subject Matter Expert (SME) for Taurus, MKS, and Explorer lines, specializing in gas engine performance, hybrid powertrains, body, chassis, and electrical diagnostics.
- Team Performance & Engagement: Introduced innovative gamification strategies across the team to increase engagement, boost technical productivity, and elevate group performance metrics.
- Onboarding & Talent Development: Mentored and trained new technical hires, building foundational diagnostic capabilities and accelerating onboarding timelines.
