Douglas Ankele

Experience

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  GE

  Jan 2001 - Jan 2007

  PRODUCT MANAGER / PROGRAM MANAGER

  ◆ SCOPE: Piloted large-scale product development projects, crafting go-to-market strategies through collaboration with engineers.◆ ORGANIZATIONAL IMPACT:➣ Generated $4.5M in sales in 2 years by designing a hardware/software product; partnered cross-departmentally with various teams, including engineering, QA, and supply chain. ➣ Fueled $20M in revenue through leading creation of a retail and banking video system product; spearheaded process from inception to launch.

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  UTC Fire & Security (formally General Electric Security)

  Jan 2007 - Jan 2011

  SENIOR PRODUCT MANAGER

  ◆ SCOPE: Earned promotion to direct full product management lifecycles, providing cutting-edge technology systems that increase sales, market share, and profit margins. Crafted the roadmap, which included schedules, deliverables, campaign launches, and defining requirements. Created marketing collateral for market expansion, new initiatives, and product support group.◆ ORGANIZATIONAL IMPACT:➣ Identified potential performance gaps in “market-ready” product launch; 40% of features were not customer-ready; critical partner to leadership communicating outstanding issues and prioritizing initial launch features.➣ Grew sales from $14M to $22M through launch of VisioWave; led inclusion of this security solution into the product portfolio, executing the transformation to accommodate this leading-edge compression technology. Show less

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  Proximex

  Jan 2011 - Jan 2013

  SENIOR PRODUCT MANAGER

  ◆ SCOPE: Spearheaded the premier software's integrations, which synced security and life safety platforms and delivered a singular customer experience across security operation centers for airport, large corporations, stadiums, etc. Collaborative partner with vendors, domestic and international engineers, and customers leading remote and local work teams providing top-tier products.◆ ORGANIZATIONAL IMPACT:➣ Assessed capabilities of security operations systems and determined customer requirements; partnered with engineering to develop enhancements to software, meeting customer demands.➣ Designed explicit roadmaps and backlogs within waterfall and agile environments, creating specific initiatives while leading engineering team to create software functions to meet customer requirements.➣ Cut development/integration deployment time 40% while enhancing customer satisfaction.➣ Critical partner to sales team, creating standardized documentation to improve communication about software benefits and communicate how to aid the customer’s business.➣ Intervened to address crucial product integrations for 2013 World Cup in Brazil with complex challenges and tight deadlines; collaborative partner with various departments to identify solutions and deliver on customer expectations. Show less

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  Lil Angels Unlimited, Inc.

  Jan 2013 - May 2021

  OPERATIONS & PROGRAMS MANAGER

  ◆ SCOPE: Hand-picked to lead New York and Los Angeles operations, growing the brand and optimizing opportunities. Position organization’s brand image as top-ranked talent management company in the entertainment industry. Initiate strategies to market personalized services, customer relationships, and enhance retention rates.◆ ORGANIZATIONAL IMPACT:➣ Crafted the marketing strategy and execution roadmap to promote the unique services, presenting successes and history, and shining a light on its unique offerings against the competition.➣ Standardized processes and procedures across business functions, including financial reporting, database management, contracts, and billing.➣ Spearheaded the product/feature lifecycle in creation of an agent-centered search feature, including prototyping, creating wireframes, and developing a proposal.➣ Designed enterprise logo, collateral, and website to market to target audience.➣ Executed CRM system to enhance onboarding and customer tracking initiatives. Show less

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  CarMax

  Jan 2016 - now

  ◆ SCOPE: Earned promotion to serve as the face of CarMax in the Service Department as a crucial post-sales touchpoint, offering distinctive and iconic customer service, reinforcing the corporate brand and positioning CarMax as an industry leader who puts the customer first. ◆ ORGANIZATIONAL IMPACT:➣ Earned a 90% NPS score and top 10% ranking nationwide by offering consistent customer service and quality.➣ Infuse outstanding customer service as part of warranty and extended service agreements, exceeding customer expectations at every point.➣ Grew from managing 1 tech to 2 techs (max. allowed) due to key leadership strengths.➣ Partner with dealers and service providers, collaborating to deliver quality repairs. Show less ◆ SCOPE: Chosen as part of pilot Appraisal Specialist program due to excellent customer service and outstanding VOC/NPS scores, supporting the purchase of customer vehicles suffering from low customer satisfaction. Initiative drove world-class customer service by seamless and timely customer contact throughout vehicle appraisal process and vehicle sale.◆ ORGANIZATIONAL IMPACT:➣ Consistently earned top 15% VOC in-store ranking by offering exceptional customer service.➣ Chosen as permanent Appraisal Specialist program following pilot, due to outstanding customer response.➣ Selected Store Champion by surpassing performance metrics and partnering with overworked staff, personally working additional hours when needed. Show less ◆ SCOPE: Sought out and developed customer relationships to understand their needs/expectations and harnessed CarMax inventory knowledge to identify the right vehicle. Directed all facets of in-store traffic and incoming customer sales calls, resolving problems, presenting vehicle solutions, and financing options.◆ ORGANIZATIONAL IMPACT:➣ Attained top 15% VOC scores.➣ Managed entire sales process from first contact to test drive and financing, presenting expert advice and product knowledge. Show less

  • Service Consultant

    Jan 2020 - now

  • Appraisal Specialist

    Jan 2019 - Jan 2020

  • Sales Representative

    Jan 2016 - Jan 2019
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  Cabrillo Coastal General Insurance Agency, LLC

  May 2023 - now

  Customer Service Specialist