Juliet Cress

Experience

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  Mercedes-Benz USA

  May 1997 - Aug 2012

  Selected to be accountable for establishing and developing the Business Development Call Center to support dealer sales profitability and customer retention objectives with emphasis on maximizing marketing dollars through effective capture, tracking and management of each prospect/customer contact. Managed a remote team of 15 setting productivity standards for continuous improvement of key business processes. ✓ Provided overall leadership and vision for direction of assigned programs and organizational goals and initiatives.✓ Monitored industry results, internal reports and trends and provided recommendations for implementing change of direction for improvement in policies, programs and processes. ✓ Improved customer service quality by evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and implementing changes. ✓ Trained and coached remote employees, clearly communicating job expectations and enforcing policies and procedures. ✓ Achieved customer retention objectives by identifying customer service trends, determining system improvements, and implementing action plans.✓ Collected customer service information through conducting surveys and reported metrics and findings to improve the customer experience.✓ Worked closely with employees to focus on processes, identify best practices and provide a positive work environment that fostered growth. Show less Developed and maintained analytical tools to measure performance, competitive intelligence, developmental opportunities and performance deficiencies on a regional and national level. Served as main point of contact for dealer network of 350 and presented dealer findings and recommendations to Executive Management. Worked in virtual environment.✓ Interpreted market data and proposed business development strategies and initiatives, implemented action plans, and monitored and communicated progress with internal departmental and region leadership as well as with external vendors. ✓ Spearheaded the creation of a comprehensive Variable Operations Guideline manual for MBUSA and the dealer network to provide the management tools for consistency of customer experience and profitability for dealership operations. ✓ Created and developed business cases, recommendations including market research data, network and sales impact analysis on macro and micro levels.✓ Evaluated and proposed recommendations based on market research analysis and regional intelligence to determine applicability and feasibility for dealer network action.✓ Proposed dealer candidates to executive management and legal counsel based on extensive evaluation of financial statements, personal data, market and credit information.✓ Monitored KPIs and conducted monthly meetings and follow through with dealers to ensure compliance with MBUSA requirements.✓ Consistently provided information to regional and executive management to make informed business decisions through standardized reporting and data. Show less Promoted to assist in the development and implementation of retail operations programs and processes within MBUSA supporting 350 dealers. Responsible for analyzing and measuring retailer profitability, margin structure, bonus strategy, organizational structure, marketing strategy, communication strategy and distribution strategy.✓ Monitored variable/fixed operations in the retail environment to identify trends that affected strategic initiatives.✓ Developed retail operations communication programs and conducted conference call via Skype to ensure consistency with strategic retail direction and initiatives.✓ Worked closely with managers to plan monthly sales and distribution targets for districts.✓ Reviewed the results of industry and internal reports and retail market trends and provided analysis and recommendations for implementing change of direction for improvement. Show less Promoted to implement and administer Mercedes-Benz national distribution standards, policies and procedures to achieve sales objectives for the southeast region with 68 dealerships. Responsible for supply chain and logistics, compliance, inventory management, product ordering, problem resolution, customer service, troubleshooting, reporting and training. ✓ Ensured the national allocation system provided the proper and appropriate allocation to the region in compliance with company distribution policies and procedures. Monitored regional production schedules and audited and reconciled the monthly allocation.✓ Coordinated monthly production cycles with regional inventory and regional distribution analysts to support regional inventory management, movement and assignment vehicles. Conducted remote training with field product specialists. ✓ Ensured that regional vehicles met the business demands of the region by evaluating the region’s needs for such vehicles for regional events, company cars, auto shows and market adjustments and assisted in ordering and handling internal use vehicles.✓ Provided timely ad hoc reports to regional management to monitor inventory and sales trends. Show less

  • Advisory Manager, Call Center

    Aug 2011 - Aug 2012

  • Dealer Network Specialist

    Aug 2005 - Aug 2011

  • Strategic Retail Process Specialist

    Mar 2001 - Aug 2005

  • Regional Distribution Liaison

    May 1997 - Mar 2001
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  William Cress Corporation

  Sept 2012 - Aug 2023

  Director, Customer Care Center

  Proactively recruited to manage all aspects of virtual call center receiving inbound/outbound calls with a focus on team and process development, call management performance, best practice development and delivering against KPIs and budget. Provide strategic leadership and direction to a remote staff of 12 accountable for sales initiatives, quality customer service and operational excellence is provided to internal and external customers.✓ Plan, direct, and coordinate the operations of the VCC to ensure the group operates smoothly and employees are motivated, challenged and deliver industry leading results. Maintain high employee retention and satisfaction, resulting in superior performance. ✓ Stay up to date on current call center best practices, customer support and delivering an excellent customer experience.✓ Measure and improve team productivity, knowledge and profitability based on call center and performance metrics. ✓ Identify and set KPI metrics, reports and goals that are aligned with the long-term strategic direction of the company. Ensure departmental customer service and productivity levels are met and strive to surpass goals. ✓ Determine needs and analyze areas of improvement. Ensure the correct projects and programs are delivered to maximize bottom line revenue.✓ Facilitate complex issue troubleshooting and resolution and serve as point of escalation for customer support issues. ✓ Maintain a high quality of employee performance through consistent monitoring, feedback and coaching. Key Sales Initiatives ▬▬▬▬▬▬▬▬✓ Utilized a top-line sales and operations management approach to rapidly achieve and exceed profitability goals.✓ Develop and execute focused sales strategies including demand generation, proposal development and contract process.✓ Establish organization objectives and prepare strategic plans to achieve an increase in sales and growth of organization. Show less

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  Cress Connects, LLC

  Jan 2023 - now

  Chief Executive Officer

  Cress Connects unites renowned speakers with eager audiences who learn tangible takeaways. With a focus on strategic communication and thought leadership, we create transformative experiences that spark dialogue, inspire action, and amplify innovative ideas. From captivating corporate seminars to more intimate and impactful hot topic panels, our curated collaborations and unparalleled expertise ensure each event leaves an indelible mark, extending its influence far beyond the stage. Join us in shaping unforgettable moments that connect voices, engage minds, and drive meaningful impact. Show less