Edmund Evans
Fairburn
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
10
10
years of professional experience
Work History
Area East Pre Owned Manager
Porsche Cars North America
05.2023 - Current
- Cultivated and maintained strong relationships with Dealer Network stakeholders to increase awareness, engagement, customer satisfaction, sales growth, and market representation and performance within Area of 75+ Porsche Centers
- Partnered with marketing, product development, and customer service teams to align sales strategies & policies with company objectives to further increase brand awareness producing a annual sales increase of 6 million +
- Utilized data analytics & market research to understand and identify new business opportunities and sales trends with the Pre Owned market while assessing team performance to implement actionable insights to continue market share growth
- Designed and led training workshops for new & existing sales managers focusing on product knowledge, sales techniques, policies/procedures which resulted in 20% sales growth YoY
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Actively gathered feedback and insights, sharing feedback with development teams to refine product offerings and enhance overall competitiveness in Pre-Owned Business market
- Mentored new hires on best practices for building rapport with clients, following policies/procedures and properly marketing pre owned vehicles, ultimately contributing to a higher retention rate of customers within the Area.
- Analyzed competitor offerings to devise targeted sales pitches, effectively differentiating our products from competitors in the marketplace.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Repurchase Process Manager/Pre Litigation Manager
Porsche Cars North America
03.2019 - 05.2023
- Collaborated with cross-functional teams to identify areas of improvement by conducting thorough risk evaluations to identify potential issues related to vendors capabilities to remain in compliance with State Law requirements which led to increased efficiency across departments.
- Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
- Managed vendor relationships associated with Conflict Resolution, Lemon Law Risk Assessment, Repurchases and Arbitrations within organization
- Assist in distribution of monthly reports involving arbitrations, repurchase statistics and process KPI’s determined in vendor service level agreements
- Fostered a culture of continuous improvement within the Vendor Relations team, encouraging innovation and creative problem-solving approaches to address emerging challenges.
- Managed various Lemon Law research cases and provided comprehensive/briefs to attorneys for case preparation
- Managed portfolio of vehicle acquisitions valued at 10 million+
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Supervised vendor case and remarketing specialists for over 300+ repurchase vehicles units per year while ensuring service levels are met for case handling, timely repairs, and auction sales
- Developed internal requirements and standards to minimize risks and liability across programs.
- Managed the administration of Porsche Cars North America certified Informal Dispute Resolution program to remain in compliance with Title 16 Part 703 Federal Regulations
Dispute Resolution Specialist (Paralegal)
Porsche Cars North America
04.2016 - 03.2019
- Evaluated escalated Lemon Law cases using a comprehensive risk assessment to determine the level of liability as it relates to issues of warranty non-compliance
- Made recommendations and/or assist field managers in developing effective strategies for case handling, including presentations at arbitration hearings
- Practiced mutual gains approach to negotiation principles when negotiating pre-litigation settlements with customers or their attorneys
- Acts as liaison with outside counsel relating to lemon law, arbitrations, and attorney demands for repurchase letters
- Mentored and counseled PCNA field technical managers and dealership personnel to determine which negotiation/mediation strategies are needed to resolve specific disputes proactively prior to hearings and then work to put them in play
- Responsible for timely compliance with arbitration decisions, or appeal
- Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
- Maintained strict adherence to ethical guidelines and industry best practices, upholding the highest standards of professionalism and integrity in all aspects of dispute resolution work.
- Employed critical thinking skills when assessing disputes to identify underlying issues contributing to conflict escalation or stagnation during negotiations sessions successfully.
- Conducted thorough research on relevant laws and regulations, ensuring all parties had a clear understanding of their rights and obligations.
- Coordinated closely with other departments within the organization for seamless collaboration during multifaceted dispute resolutions, ensuring all relevant parties were informed and engaged throughout the process.
- Streamlined internal processes for an improved workflow, resulting in more efficient case management while maintaining high-quality service delivery standards.
CRM Database Analyst (Contract)
Porsche Cars North America
09.2014 - 04.2016
- Supported entire organization in executing requested list pulls to assist in marketing, vehicle recalls, and major company events while also updating the CRM database with correct customer information
- Maintained customer confidence and integrity by keeping all information confidential ensuring organization protection
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Created customer support strategies to increase customer retention.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Oversee call center representatives in weekly system updates with all received data, and performing daily spot checks/ audits
- Certified proper operation of database by completing preventative maintenance requirements following manufacturer’s instructions, troubleshooting malfunctions, and evaluating new database add ons
Education
Bachelor of Arts - Business Administration
Clark Atlanta University
Atlanta, GeorgiaParalegal Certification - undefined
Purdue University
Skills
- Business Knowledge
- Structured Analysis
- Customer Connectedness
- Solution Assessment and Validation
- Purposeful Leadership
- Decision-making
- Team leadership
- Contract management
- Complex Problem-solving
- Staff training and development
- Strategic planning
- Coaching and mentoring
- Relationship building
- Vendor management
- Cross-functional teamwork
Affiliations
- International Association of Lemon Law Administrators
- Vanguard/ Ambassador Program
Timeline
Area East Pre Owned Manager
Porsche Cars North America
05.2023 - Current
Repurchase Process Manager/Pre Litigation Manager
Porsche Cars North America
03.2019 - 05.2023
Dispute Resolution Specialist (Paralegal)
Porsche Cars North America
04.2016 - 03.2019
CRM Database Analyst (Contract)
Porsche Cars North America
09.2014 - 04.2016
Paralegal Certification - undefined
Purdue University
Bachelor of Arts - Business Administration
Clark Atlanta University
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