Nathan DeBaise

Experience

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  Checkered Flag Bmw

  Feb 2006 - Oct 2012

  Assistant Service Manager

  Customer Relations: Served as sole point of communication for customer complaints and vehicle needs, guiding the customer experience from intake to exit. Customer Service : Managed direct customer-facing interactions while processing vehicle intake into the service center. Sales: Earned Employee of the Year in 2006 for outstanding service and the MINI Salesperson of the Year in 2007–2009.

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  Trial By Fire Web Design

  Jan 2010 - Jan 2012

  Vice President

  Operations Management: Directed operations for a small business, which developed and sold web services to local organizations.Customer Relationship Management (CRM): Streamlined customer communications and improved information tracking by implementing a new CRM system.

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  Tesla

  Oct 2012 - Sept 2022

  Relationship Building, Stakeholder Management, and Escalations Management: Managed and grew a robust network of 150 roadside providers. Developed collaborative and supportive B2B relationships, addressing issues and escalations as they emerged.Business Process Improvement: Spearheaded improvements to service communications, accelerating response times and facilitating a seamless transition from roadside to service teams. Cost Reduction: Identified opportunities to improve efficiency within the network and minimize overall costs when working with partners. Notably, reduced average cost per tow in major metro areas by as much as $35.Continuous Improvement: Deployed impactful processes for continuous internal improvement and collaborated with partners to enhance the customer experience. Achieved a customer experience rating of 94%+ for the Northeast region. Show less Contact Center Management and Change Management: Built, scaled, and managed a customer contact center, steering growth from 26 to 225+ employees across multiple locations. Team Leadership and Team Motivation: Directed and empowered up to 11 teams with an average of 22 agents each. Process Improvement Projects and Cost Savings: Initiated process improvements that reduced inefficiencies and generated ~$3.5M in company savings. Research and Information Sharing: Researched, identified, and implemented customer management systems. This created greater visibility across the service organization, bolstered information sharing, and significantly enhanced the customer experience. Gap Analysis and Trend Analysis: Harnessed data analytics to track trends, monitor the frequency of customer interactions, and optimize scheduling. Continuously evaluated and addressed gaps in processes, performance, and tools. Staff Development: Conducted training programs focused on the use of call data. Delivered instruction to 300+ personnel over tenure, leading to improved customer response times, more efficient resource use, and cost savings. Presentations and Communication: Developed and delivered presentations that directly reflected the team’s performance, highlighted trending issues and resolutions, and assessed the overall health of the business unit. Team Building and New Site Development: Stood up 3 new sites across North America and built new teams in collaboration with partners. This included creating a bilingual support team in the Quebec region to address growth challenges and language barriers. Show less Service Management: Led a high-performance service organization, overseeing 20 direct reports across a diverse range of functions. This included managing technicians, customer-facing employees, parts department staff, and detailers. Quality Management and Regulatory Compliance: Upheld the company’s quality standards, maintaining exemplary operations throughout the service center and ensuring facilities adhered to city and state regulations.Employee Training: Fueled efficiency of repairs and optimal performance by continuously training and rotating staff.Workflow Optimization: Headed implementation of new processes that expedited complaint resolution, optimized workflows, eliminated redundancies, and enhanced the overall reliability of repairs. Customer Satisfaction and Escalation Resolution: Sustained one of the highest customer satisfaction scores across 50 service locations. Consistently surpassed target satisfaction rating by deftly navigating customer escalations and guiding staff on best practices. Show less

  • Sr. Regional Network Manager

    Dec 2018 - Sept 2022

  • Customer Support Manager, NA

    Oct 2015 - Dec 2018

  • Service Manager

    Oct 2012 - Oct 2015
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  Rivian

  Sept 2022 - now

  Program Management and Vendor Relations: Established and build the Roadside Provider Network program, cultivating strong relationships with third-party vendors who deliver direct support to the customer base. Onboarded 75+ vendors within the first 9 months.Project Management and Business Process Development: Direct complex, multi-disciplinary projects, such as developing a project suite to enhance project tracking and prioritization, structuring the network’s data analytics function, and defining program processes/procedures. Cross-functional Collaborations and Stakeholder Engagement: Engage field teams and cross-functional staff, leveraging program management skills to gather data and feedback, identify process gaps, resolve issues, and improve escalation management.Business-to-Business (B2B) and Communications Planning: Champion a holistic vision that optimizes B2B customer interactions. This includes implementing a multiphase project charter to modernize processes, integrating procedures that strengthen third-party vendor relationships, and crafting a communications plan to keep vendors apprised of the latest product changes.Data Analysis, Data Reporting, and Performance Metrics: Analyze roadside network performance, employing tools such as Microsoft Power BI, Excel, and Smartsheet to build reporting structures, track metrics, discover deficiencies, and communicate detailed findings. Customer Experience: Identify opportunities to improve the customer experience in limited-service locations, leveraging data and industry connections to locate more convenient third-party vendors. Resource Development: Developed foundational information resources, including documentation that outlined the program’s structure, clarified roles/responsibilities, and defined clear paths to achieve program goals. Currently serve as a resource and guide for other business units seeking to replicate this work. Show less

  • Staff Program Manager, Roadside Operations

    Nov 2023 - now

  • Lead Roadside Network Partner

    Sept 2022 - Nov 2023