Jill Austins Resume Update 2

Work Experience
Volkswagen Credit, Inc., Auburn Hills, MI July 2016-Present
Customer Service Manager – March 2020-Present

 Manage a staff of 70+ Front Line Customer Service Representatives
 Oversee the effective handling and appropriate resolution of consumer servicing – via
phone, online and written communication channels
 Review and monitor establishment of clearly defined performance metrics and
development plans for all employees through the PMP review process in order to not
only successfully achieve objective level targets, but also to create a strong
departmental succession plan
 Maintain active employee programs that ensure the highest level of morale and
productivity through proper coaching, employee development, career planning,
incentive programs, communications, leadership responsiveness, and challenging
assignments
 Lead and collaborate on the development of effective and efficient work systems,
processes, procedures, and performance measurements from the customer’s
perspective to ensure alignment with changes in business demands, technologies, and
customer needs/demands
 Collaborate with various business units to drive initiatives that support cross-business
synergies, increase productivity, mitigate loss exposure, reduce expenses, promote
employee satisfaction, advance technology and enhance strategies
 BPO Operational Management
Compliance and Quality Assurance Supervisor - February 2018-March 2020

 Develop and execute team business objectives, monthly scorecards and annual
performance reviews
 Lead a multi-location team of 11 employees spanning various areas of business
including responsible for quality monitoring, compliance with regulatory
requirements, and electronic written communications
 Lead department in all State Examinations including document discovery, responding
as a department subject matter expert
 Collaborate closely with Regulatory Compliance to ensure VW Credit, Inc.is in
compliance with regulatory requirements
 Ensure team executes timely resolution of formal and informal customer complaints,
SCRA approvals, etc.
 Create and implement back-office quality audits
 Present monthly to Executive Leadership on quality trends and areas for improvement
 Establish, document and ensure adherence to operating procedures for multiple teams
 Support alignment activities through calibration and team meetings
 Assist in e-Communication template creation and revision
 Support team development activities
Sales & Service Supervisor - July 2016-Feburary 2018

 Lead a team of Volkswagen Credit Lease End phone representatives
 Coach and encourage an environment focused on customer advocacy
 Provide guidance to employees to promote development and career growth
 Supply honest feedback and engage in open dialog with direct reports
 Establish strong working relations with Brand partners and other internal departments
to resolve escalated customer concerns
 Manage team’s daily workload to ensure that tasks are being completed
 Monitor team's daily schedule to ensure that time spent working with the customer is
maximized with Work Force Management Team.
 Act as a liaison between external vendor as it pertains to ancillary products
TTi/Dako Group, Auburn Hills, MI August 2013-July 2016

Customer Loyalty Assistance Supervisor - March 2015-July 2016
 Implement quality standards and program
 Collaborate with the Volkswagen Warranty Department to ensure that Customer
Loyalty Assistance Policies are aligned
 Draft and send Customer Loyalty Assistance communications to the Dealer and Field
 Testing and Maintenance of online tool for Dealers and Corporate employees
 Audit dealer claims and ensure that proper Volkswagen AG guidelines are followed
 Analyzing goodwill claim data to identify trends in dealer goodwill usage
 Review all goodwill claims over $6,000.00
Goodwill Analyst - July 2013-March 2015

 Review and provide decisions on goodwill requests from dealerships
 Answer inbound dealer calls on warranty and goodwill policy
 Manual claim entry in SAGA
 Present goodwill and warranty policy at team meetings
 Assist field personnel with goodwill and warranty policy
Dell Marketing LP/TTi, Auburn Hills, MI October 2009-July 2013

Team Assistant - July 2012-July 2013
 Mentor new hires in the Club Care program
 Provide feedback to new hires on their progression
 Monitor and distribute Region Case Manager caseloads
 Review and take supervisor calls
 Track call center advocates time
Regional Case Manager/Customer Service Representative - October 2009-July 2012

 Answering questions according to company guidelines and manual information
 Answering customer calls to resolve vehicle issues
 Document and actively manage cases
 Contacting and discussing customer repairs and requests with dealerships
 Dictating vehicle warranty coverage
 Determining additional assistance in extenuating circumstances for customers outside
of warranty
Education
Arizona State University August 2018-December 2020
Bachelor of Arts in Organization Leadership

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Work Experience

Volkswagen Credit, Inc., Auburn Hills, MI July 2016-Present

Customer Service Manager – March 2020-Present

Compliance and Quality Assurance Supervisor - February 2018-March 2020

Sales & Service Supervisor - July 2016-Feburary 2018

TTi/Dako Group, Auburn Hills, MI August 2013-July 2016

Goodwill Analyst - July 2013-March 2015

Dell Marketing LP/TTi, Auburn Hills, MI October 2009-July 2013

Regional Case Manager/Customer Service Representative - October 2009-July 2012

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