I began my career as an executive facilitator working as a presenter at tradeshows and auto shows. In 2002, I was offered a job at Abanco International, which created the innovative in flight food for sale program used by American and Delta Airlines today. I was tasked with training over 10,000 flight attendants on how to use the technology of credit card processing in flight without a wireless connection! Once the equipment arrived on the ground, I trained 5000 members of Gate Gourmet’s kitchen staff on how to download the transactions, and reconcile inventory and cash. This was incredibly fulfilling for me because the smart phone hadn’t been invented in 2003 and I knew I was preparing my students for the next great wave of technology.
Not long after that, I moved to Pennsylvania to work at QVC, the largest television shopping channel in the world. I would appear on air regularly selling cameras, computers, and cleaning supplies. In addition, I was the face of Kodak for seven years. My 11 years working as an on air guest host at QVC taught me the value of using storytelling and analogy to make more difficult concepts easier to assimilate and understand.
An opportunity came about for me to work as a facilitator for Nissan in 2013 through their vendor, Precision Dynamics International. During this time, customer experience became paramount in the automotive industry. No longer were retail sales transactional-based, instead the entire realm of selling was evolving into the relationship based. My job became a process of coaching sales consultants to create a new mindset, and enjoy relationships with the people that they do business with. I strive to help employees develop their own social media skills and build virtual relationships leading to real live relationships with their customers.
I am a firm believer in remaining flexible and open to what is available to me. I delight, motivate, educates and inspire automotive sales consultants and management in leadership processes, sales and service, presentation, demonstration, and delivery in person and via ZOOM, You Tube, Facebook Messenger, and Instagram. I have participated in several Beta education programs and has led T3 (train the trainer) events for many organizations. I conduct daily workshops on customer satisfaction, and coach using a variety of physical and digital learning resources. My specialties include individual executive coaching, training facilitation, and experiential learning.
I support positive Customer Experience (CX) in all retail environments I am involved in. I educate staff about today’s new customer and the importance of relationship based selling and true customer satisfaction using NPS (Net Promoter Scores) and other evaluation methods. I administer eLearning and applied developmental coaching to students in person and virtually. I cocreated the implementation of inDealership Customer Advisory Boards with one of my Automotive clients in an effort to provide targeted customer centric service and maintain long term relationships with customers. I strive to create a new type of mindset within the retail environment with attention focused on relationship building via coaching and digital learning.
My unique combination of training facilitation and coaching will help you and your organization dance seamlessly into better relationships with colleagues and customers.