Felicia Carpenter
Senior Implementation Manager at Solera | Auto/Mate Dealership Systems
- Role
- Senior Implementation Manager at Auto Mate By Solera
- Location
- Albany, NY, US
- LinkedIn followers
- 500 followers
About Felicia Carpenter
I am an ambitious and driven person who seeks self-improvement every day. I believe that it’s important to give your all and take pride in whatever you do, no matter your position. Experience I have gained from my role includes client satisfaction, employee development, process implementation and improvement, training to both internal and external sources, SalesForce, call center management and system setup, SOP creation, project management, and more.
Experience
Senior Implementation Manager
Apr 2022 — Present
Software implementation for Auto/Mate DMS and iDMS- Onboarding of new accounts (scheduling, data conversion, setup and quality assurance)Licensed form vendor management & reportingDevelop and maintain detailed documentation, how-to-guides, SOP’s, and training outlinesDaily call center management and ACD operation administration (Mitel, Zultys, Genesys)Creation and implementation of policies to enable the company to run with greater efficiency on a day to day basis, improve response times and resolutions, and achieve higher customer satisfaction scores.Staff development and ongoing trainingProject and case management (Salesforce, JIRA)
Education
Fred Pryor Seminars
Leadership
2018 — 2019
Rockhurst University
Leadership / Management Seminars
2010 — 2014
Hudson Valley Community College
Associate of Arts and Sciences (A.A.S.), Human Services, General
2006 — 2008
SUNY Empire State College
Bachelor of Science (B.S.), Business Management
2013 — 2015
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