James Deming

Experience

• 

  Dover Chrysler

  May 2000 - May 2002

  Wholesale Parts Advisor

  -Worked with both wholesale repair and body repair facilities to place orders and fill deliveries -Prepared parts cycle returns to Chrysler-Prepared parts damaged and core returns to Chrysler-Placed retail parts orders-Performed daily tasks using the Reynolds and Reynolds DMS software

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  Dover Dodge

  May 2002 - May 2004

  Parts Advisor

  -Provided parts look up and ordering for a 10 technician shop -Provided parts lookup and ordering for the Dover Dodge Body Shop-Serviced as backup prep department manager -Provided retail parts sales and lookup -Performed cycle return preparation and shipment to Chrysler-Performed parts ordering from both Chrysler and outside vendors

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  CDK Global

  May 2004 - Nov 2016

  CLENT TECHNICAL ANALYST IV

  -Client technical analyst supporting parts and service Dealer Management software applications to over a 26,000 retail client locations-Mentored new and tenured associates both virtually and onsite at various client support centers through out the United States-Assist dealer management in maximizing DMS software applications and data to assure maximum efficiency and profitability-Lead analyst assigned on critical clients to reach resolutions both virtually and onsite assistance-Assist in analyzing client data and report creation-Training and technical support via inbound calls, chats and cases from clients, Account Executives, Account Regional Managers, and Client Account Managers.-Instrumental factor in client satisfaction and retention. Take on special clients and work along side upper management, including the Vice President of Client Services to resolve critical issues.-Attend conference calls with clients and other department associates when high level technical support is needed (i.e. conversion of data, or loss of data, etc.)-Adjusted roles on a daily or weekly basis to meet the business need where demands required-Served as backup work-flow coordintator for a team of 11associates-Served as a backup client account manager for direct contact on client escalated concerns-Served as backup regional support specialist-After hours and weekend on call support Show less

• 

  Fullerton Ford

  Nov 2016 - Feb 2017

  Parts Manager
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  Darwin Automotive

  Feb 2017 - now

  -Consistently met and exceeded quality and growth objectives set by the executive team and drove strategic initiatives that enhanced product value and supported company expansion.-Developed a team of account managers to support and scale a growing digital retail client base of 1,200, ensuring exceptional client service and proactive account management.-Defined and implemented key performance indicators (KPIs) for multiple teams with a focus on driving accountability, performance optimization, and consistent achievement of business targets.-Sustained consistent growth month-over-month since product inception, contributing to the product's long-term success and market leadership.-Built and led a support team, establishing an extensive knowledge base that improved response times, streamlined issue resolution, and enhanced client satisfaction.-Established an omni-channel user process tailored to the automotive digital retail sector, which boosted client engagement and profitability through seamless, integrated experiences.-Guided the team to achieve the prestigious 2024 Dealer Choice Gold Award for Digital Retail, recognizing excellence in service quality, innovation, and industry leadership. Show less Developed and established processes for support, implementation, and development changes for smooth rollout and efficient operation of a new software product. Worked with OEM partners to ensure compliance with industry requirements and standards, while fostering strong partnerships and maintaining product alignment with market needs. Enhanced user adoption and satisfaction by engaging with clients daily to create and refine user processes for an innovative digital business model. Liaised with the development team and channeled client feedback to inform product enhancements, resulting in improved user experience and product functionality. Partnered with the QA team to test new features and elements, ensuring a high standard of reliability and performance before release. - Managed a groundbreaking automotive digital retail software platform from its initial launch, overseeing all aspects of development, implementation, and market entry. -Achieved rapid growth by expanding the client base from 0 to 1,200 within the first two years, driving significant market penetration and establishing the product as a key player in the industry. - Played a key role in the startup's overall expansion, contributing to strategic initiatives and operational success that culminated in the acquisition of Superior Integrated Solutions/Darwin Automotive by J.D. Power in 2021. - Developed and nurtured strong OEM and client relationships, facilitated product adoption, and built a robust network that contributed to sustained growth and market trust. Show less Streamlined client onboarding by developing efficient processes to reduce transition time and improve client satisfaction. Executed thorough integration and QA testing with a keen focus on identifying and resolving potential issues. Supported client base and delivered top-tier support to increase retention and attain positive feedback. Collaborated with cross-functional development teams to drive key software improvements and enhancements, while playing a pivotal role in the successful market launch of a new F&I Menu product. Cultivated and managed strategic B2B relationships to expand business opportunities and strengthen company reputation in the industry. Expanded client base from 300 to over 11,000 with a special emphasis on driving significant growth and market penetration for the startup through strategic initiatives and client engagement. - Forged and nurtured key B2B partnerships to enhance the company’s network, boost revenue, and secure long-term collaborations. -Formulated and implemented a comprehensive support and implementation process that improved client onboarding and satisfaction while streamlining operations. - Optimized workforce efficiency and maintained a lean, high-performing team, resulting in maximizing profitability and slashing operational costs. Show less

  • Director of Digital Retailing

    Apr 2023 - now

  • Digital Tech Lead

    Feb 2020 - Apr 2023

  • Senior Support and Implementation Specialist

    Feb 2017 - Feb 2020