Gia Banks

Experience

• 

  Clutch

  Dec 2016 - Aug 2018

  Concierge
• 

  Pinnacle Automotive

  Dec 2016 - Sept 2018

  Car Concierge & Supervisor

  • Hired as a third-party concierge for Drive Clutch Subscription services, a subscription startup tech company• Completed one thousand plus flips (subscription customer deliveries and pickups) and was recognized and rewarded as the second concierge at Drive Clutch to have accomplished this milestone• Safely & responsibly commuted, fueled up, prepped/cleaned, & delivered luxury vehicles to customers that had signed up for Clutch’s vehicle subscription service• Trained to deliver white glove customer service when customer-facing• Trained & lead new concierge on best business practice, processes, and how tosuccessfully complete their job• Taught & guided customers’ on how to successfully navigate & utilize the Drive Clutch consumer app & process as a whole• Gave brief tours of each vehicle and its unique features and differences• Provided feedback for the Product & Engineering team for app improvements,processes, feature requests, and roadblocks• Trained to deliver white glove customer service at all times• Installed/uninstalled telematics Clamp devices as they were retired, and tracked down vehicles that needed a telematics device Show less

• 

  Clutch Technologies

  Aug 2018 - Sept 2019

  Operations & Fleet Manager

  • Lead & managed thirty plus employees between an office setting and garage setting (fleet/car detailing location)• Displayed product & company knowledge by producing & publishing a twenty-five page ‘Flip Guide’ (best business practice guide) and implemented the process at Clutch and partner operations• Launched Mercedes Benz Collection of Atlanta (Vehicle subscription; lead the team to pick up a fleet of one hundred and twenty-five 2020 Mercedes Benz vehicles from dealerships throughout Atlanta• Commuted to Nashville, Tennessee to supply staffing support, retraining, and conducted driving evaluations at their Mercedes Benz dealership for their vehicle subscription service: Mercedes Benz Collection of Nashville• Lead and taught the Operations team how to properly PDI, detail, provide insurance & install temporary license plates for all one hundred and twenty-five brand new vehicles• Relocated & dispersed one hundred and twenty-five Mercedes Benz Collection vehicles to four Mercedes Benz dealerships throughout metro Atlanta• Manually offboarded each vehicle within Clutch’s backend (API) with updated mileage & removed documentation from the vehicles• Trained the Mercedes Benz dealership concierges on the best business & customer service practices, and conducted trainings with dealership concierges before fully handing off the full subscription service• Coordinated with Jim Ellis Automotive Group & Manheim Dealer Auto Auction to sell vehicles (provide/sign titles, BOS at the point of sale)• Coordinated teams of employees to deliver over six hundred and fifty retired Drive Clutch vehicles to the appropriate Jim Ellis dealership or the Manheim Auto Auction• Conducted & instructed demo subscription ride along for potential future subscription partners (International & American OEM’s)• Provided telematics installation/uninstall trainings to employees and partners Show less

• 

  Porsche Passport

  Sept 2018 - Oct 2018

  Concierge
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  Cox Automotive Inc.

  Aug 2019 - Jun 2022

  • Launched TSD Connect partnership & built out the new partnership with TSD Mobility Solutions and Clutch Technologies• Scheduled & conducted meetings with the General Manager/Service Director, or the owner of the dealership prior to pre-launch to establish and build a relationship• Conducted onsite(nationwide) & remote customer TSD Connect activations (implemented telematics, payments, and tolling products, and conducted product training with the service director and employees)• Escalated/de-escalated high priority matters and complaints via Zendesk support• Four years of Telematics experience with the following vehicle makes: Porsche, Mercedes-Benz, BMW, Jaguar Land Rover Range Rover, Toyota, Honda,Ford, Chevrolet, CDJR, Lexus, Tesla, Volkswagen, Nissan, Infiniti, Maserati, Alfa Romeo• Managed all telematics troubleshooting, installations, customer support, and validating system responses and telematics performance• Oversaw Telematics products, inventory, material handling, customer service, firmware updates, shipping & handling, & customer training on telematics once delivered to the customer• Manually updated firmware for five thousand Geotab Telematics devices and shipped them out to dealerships in less than ten months• Triaged and solved telematics & payments customer support tickets via Zendesk customer support• Received, triaged, and processed new customers Zapier requisitions; then process requisitions which created rooftops for new tenants• Supplied dealership controllers with financial requests & support (payments reconciliation, Stripe confirmation, Clutch console access/troubleshooting, and processing fees)• Composed and implemented support and training guides for dealerships utilizing our products, and supplied each dealer with the adequate training and the support guides Show less

  • Senior Performance Consultant

    Mar 2021 - Jun 2022

  • Performance Manager/ Performance Consultant II

    Jul 2020 - Jun 2022

  • Channel Partnership Technical Operations at Clutch Technologies

    Aug 2019 - Jul 2020
• 

  Solera, Inc.

  Jun 2022 - now

  Virtual Performance Manager
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  Spireon

  Jun 2022 - now

  Virtual Performance Manager