Kristina Dulaney Mercer
Assistant Training Manager, Customer Care & Aftersales @General Motors
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WORK HISTORY
Assistant Training Manager, Customer Care & Aftersales @General Motors
I lead initiatives to enhance training and onboarding processes within the Customer Care & Aftersales division. • Develop and refine reporting tools to support effective field execution of service training standards. • Facilitate structured coaching for field teams, promoting skill development and operational excellence. • Collaborate with the Service Technical College to align training strategies with organizational goals.• Modernize training library, including development of AI enabled chatbot
EDUCATION
Anderson University
Master of Business Administration - MBA, Marketing
Saint Ignatius College Prep
High School Diploma, High School/Secondary Diplomas and Certificates
Marquette University
Bachelor of Arts, Public Relations, Marketing
ABOUT KRISTINA DULANEY MERCER
I contribute to the development and implementation of innovative training programs and tools that enhance operational efficiency and employee skill development. My work as Assistant Training Manager in the Customer Care & Aftersales division includes modernizing training resources, developing fresh curriculum, and introducing AI-enabled solutions to empower teams to deliver exceptional results. By aligning training strategies with organizational goals and supporting field teams through structured coaching, I aim to drive impactful learning initiatives that support business success.
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