Erin Bray

Experience

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  Convergys

  Jul 2003 - Dec 2003

  Customer Service Rep.
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  Road America Motor Club

  May 2006 - Dec 2019

  Responsible for managing assigned area's, to include an in-house team as well as a network of service providers that handle roadside and towing services for our company. Daily monitoring of reports for quality and cost, as well as cost savings measures, among other key components. Currently managing 14 states across Northeast & Mid Atlantic Regions, as well as all National roadsise accounts across the United States. Overseeing specific programs that range from ERS, Salvage, Secondary and Accident tows, auction services, etc. Show less

  • Area Manager - Northeast, Mid Atlantic & National Accounts

    Jun 2011 - Dec 2019

  • Area Manager - Northwest & Northeast Regions, National Accounts

    Nov 2015 - Nov 2019

  • National/Strategic Account Manager & Product Sales Specialist

    May 2006 - Jun 2011
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  Questx

  Dec 2019 - Nov 2022

  Northwest Performance Manager

  Area Manager position consisted of overseeing network service providers across 14 states in the Northwest Region as well as National roadside companies United States wide. Also responsible for managing overall digital dispatch network and key performance data for all platforms.Review activity reports and other performance data to measure productivity and goal achievement, as well as determining areas needing cost reduction and program improvement, such as:Detailed service reports including KPI data for provider managementMonthly paid PO's reporting and analysis using pivot tables to determine problematic markets and areas of improvement (reducing enroute miles, overall costs per MSA)Reviewing call acceptance percentages by zip code and/or MSATerritory mapping to assign specific areas to companiesCredit card analysis and recruitment, based on markets with limited coverage to increase network penetration and performance as well as reduce overall costsRecruitmentSite visits conducted to improve business relationships and performance throughout the United StatesAttended multiple trade shows each year specific to the towing industry. Also was a part of the motor club forum and initiated sponsorship for several years at the Tennessee Tow Show in Chattanooga, TN.Compile and analyze data regarding digital dispatch usage, and increasing the overall penetration for digital.Scheduled projects in logical steps and budget the time required to meet deadlines.Monitor towing companies to ensure they efficiently and effectively provide needed services while staying within contracted rates, and necessary performance.Documenting help desk requests and resolutions with internal IT department.Knowledgeable in all vehicle classifications, from Light Duty, to Super Duty. Show less

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  Pacific Boatland

  Mar 2023 - Aug 2023

  Office Manager/Bookkeeper/Admin Assist.
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  Jack Rabbit Network Services

  Jul 2023 - Aug 2024

  Call Center Manager

  Oversaw the daily operations of the call center, ensuring efficient and effective handling of roadside assistance requests. This role involved managing a team, optimizing processes, maintaining high levels of customer satisfaction and overseeing billing and invoicing functions.My Responsibilities:Supervise, coach, and mentor my dispatchers to achieve performance goals and maintain high service standards.Conduct regular performance reviews, provide feedback, and implement training to enhance team skills and productivity.Handle staffing needs, including recruitment, scheduling, and managing shift rotations to ensure adequate coverage.Develop and implement strategies to improve call handling efficiency and reduce response and resolution times.Ensure adherence to company policies, procedures, and industry regulations related to roadside assistance services.Address and resolve escalated customer complaints and issues with professionalism and empathy.Implement and enforce customer service standards to ensure a positive experience for every customer.Evaluate and optimize call center processes and workflows to improve overall performance and service quality.Develop and maintain documentation and training materials for call center procedures.Implement data-driven strategies to address performance gaps and achieve operational goals.Oversee the billing process for roadside assistance services, including accurate invoicing of clients and handling of billing-related inquiries. Receiving payments via credit card from customers, along with daily credit card monitoring to ensure accurate payments going out.Ensure timely and accurate billing for services rendered, including reviewing and approving invoices before sending them to clients.Maintain detailed records of billing transactions and customer accounts. Show less