Every Problem is an opportunity to improve the business.
Founder / Manager
The University of Florida lost NCAA wrestling in 1979. I created a 501(c)3 and raised >$250k over 3 years as an undergrad to show public demand for UF wrestling was strong. Formed NCWA team with multiple champions and all-Americans to date.
Scale Service Retail Development with Deliveries
Service costs could not ramp with expected ramp in vehicle deliveries. Retail development could not follow traditional service center distribution based model with ramp. Stores were retrofitted to accomplish multiple single piece flow lanes. Productivity imporved 50% and costs decreased by 40%.
Improve Customer Experience While Reducing Cost per User
Service center retail development could not scale with delivery of new vehicles. Many deliveries were to rural areas with no service center. We moved diagnosis left in the repair process, outfitted service vans, and now almost 50% of repair orders are mobile service.
Teach Problem Solving and Continous Improvement
Developed leadership program for managers on how to involve associates, find THE root cause, implement countermeasures, and create solutions for lasting improvement. Centers of excellence were established, coaches identified, and follow-up teams returned to operational regions to ensure change was enshrined.
Create Real-Time Visual Management
Existing workshop repair dispatch system had known and unacceptable retail development cost based on quality of vehicles coming from factory.
Use software & 55” TVs hung from the ceiling to show service centers what the “score” (KPI) is. Teach them how to huddle and outline countermeasures & solutions when they are off pace, quality, & cost targets.
Improve Operational Strategy
VinFast initial focus was owning all sales and service locations in North America. That was too expensive to scale so we switched to partnerships with existing sales, service, and logistics providers. Integrate SaaS to create real-time monitoring of performance metrics.
Reduce Friction to New Sales
We partnered with public EV charging infrastructure networks to address one of the main concerns inhibiting new vehicle sales. Created flexible contract structure to allow for changes in future strategy. Integrated systems to allow usage and effectiveness of incentives.
Innovative Product Development
Ford needed a slash for the introduction of the Lightning, and customers needed a way to use their existing truck battery to power their home. Electrical codes were updated, service partnerships were created, and the first whole home backup from a truck was introduced in North America.
Reduce Friction to New Sales
Many customers like to buy solutions from one provider instead of hardware, software, and service from different firms. We brought vetted software partners into Siemens Xcelerator. Partners pulled-through more hardware sales to customers wanting a bundled solution.
Improve Call Center Experience
Siemens has extensive hardware portfolio and customer support agents could not provide value without extensive research per case. AI training on all Siemens products and listened to call/email and propose solutions. Heated conversations are automatically escalated to help and learn from root causes.
Retain Subscribers by Automating Renewal
Partnered with integrator and suppliers to tie Salesforce, SAP, payment provider, and subscription management tools to gather to streamline order flow. Improved recurring revenue and decreased churn while improving subscriber experience.
Authorize SaaS Product for Federal Customers
I oversaw cybersecurity certification of multiple federal SaaS products through the arduous FedRAMP authorization process to make them available for fleets to subscribe to.
Streamline RFP Process with AI
I led inclusion of artificial intelligence in the offer management team’s proposal/information process to improve response time, technical accuracy, and improved sales conversion.
Create SaaS & Service Product Portfolio
Created a standard list of service products further bundled into service levels. SaaS products enabled smart charging value stream, and service improved uptime and return on investment.
Smart Charging Feature Development
Integrated hardware, firmware, and SaaS products with electric utilities to enable smart charging features for site owners. Demand response, frequency support, and virtual power plants reduce costs and create revenue streams for customers who electrify their fleets.