Andy Warner

Ecommerce Director

CDK Global

- Lead a team of Customer Success Managers.
- Team is responsible for over 1,300 accounts and over $50M TCV

Manager, Customer Success

- Responsible for leading the strategy to grow the company’s impact as a strategic partner to over 1,500 minority automobile dealer accounts.  
- Responsible for engaging and growing market share with OEMs, minority dealer associations and other industry partners.  These groups include: National Association of Automobile Dealers (NAMAD); General Motors Minority Dealer Association (GMMDA); Chrysler Minority Dealer Association (CMDA); Ford Minority Dealer Association (Ford MDA); and Toyota Lexus Minority Owner Dealers Association (TLMODA).
- Partner with CDK's Diversity and Inclusion division to support CDK's inclusive culture, including talent identification, community engagement, and CDK's supplier diversity programs.  This includes the Fueling Careers Scholarship Program, a collaboration between CDK Global and NAMAD.

Partnership Development Executive, Minority Dealers

- Supervised a team of  Customer Success Advocates aligned to the east, midwest and southern regions of the United States.  
- Trained and developed Customer Success Advocates to promote retention and loyalty.
- Worked closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction with the goal to increase revenue and retention.

- Advised Nissan Motor Company on their lead management strategy and digital sales operations at Tier I.
- Consulted with Nissan dealerships on developing digital training objectives for Market Areas and Regions at Tier III.
- Responsible for increasing internet sales for assigned areas in Nissan’s dealership network.
- Advised CDK Global’s SEO team on improving their customer retention and sales processes.
- Created consulting product packages for CDK Global’s digital retailing and digital operations product offerings.

Performance Improvement Consultant

- Led a national team of 30 automobile dealership consultants.  The team drove the utilization of internet leads, lead response time, sales close rate, and digital marketing/advertising training for Ford and Lincoln Dealers for the United States.
- Advised key business partners at Ford Motor Company and Ford Direct on digital marketing KPIs.
- Worked with regional and market area Sales/Parts/Service Field Teams coordinating site visits, e-business updates, conducting regional symposiums and executing national training projects.

Sr Manager, Ford / Lincoln Consulting & Training

3 Birds Marketing LLC

Helping the automotive industry improve their email, social, search and other digital marketing strategies.

Director, Automotive

Tonkin Family of Dealerships

Managed internet sales processes for 17 store dealer group.  
Ward's eDealer Top 10 group

LorMar Auto Group

• Manage 2 Ford, 1 General Motors franchised and 1 used internet sales departments 
• Manage internet sales strategy (sales, service and fixed operations)
• Coordinate all internet promotions, marketing and communications 

Accomplishments: 
• Digital Dealer magazine cover story March 2008 
• Speaker at Association of Automotive Internet Sales Professionals (AAISP)'s national conference, April 2008
• National Top 60 Ford e-dealer
• National Top 100 Ford dealer

Digital Marketing Director

Dealer Specialties, Inc.

• Key contact for company’s 2000+ website partners (i.e.Autotrader.com, Cars.com, Cobalt, Reynolds Web Solutions) 
• Managed team of developers responsible for internal technical enhancements requested by business partners
• Responsible for aligning company's technical roadmap with website partners and OEMs’s product roadmap 
• Managed compliance standards based upon licensing agreements with website partners

Accomplishments:
• Assisted in creation of GetAuto.com Used Vehicle Index measuring trends in national automotive market
• Facilitated business development focus groups for sales managers 
• Led team that decreased export process from 4 hours to 30 minutes

Data Partner Manager

Procter & Gamble

Contractor

Cincinnati Children's Hospital Medical Center

Business Development Associate

Strategic SaaS leader with success growing marketing, sales, customer success & operations teams 💻 | Expect content to help you start your day awesomely 😊 & education for SaaS professionals to grow in your career 💡

I am an experienced strategic SaaS leader with success growing customer success, operations and sales teams.  The majority of my career has been in the automotive software and digital marketing verticals.  

Currently, I have national responsibility driving the sales and marketing for ethnic minority-owned automotive dealerships at CDK Global.  This represents over 1,500 customers across the United States.  In addition, I drive advocacy, education, support and training for our ethnic minority dealer associations.  

Previously, I have:
- led national consulting teams advising automotive dealerships on sales best practices;
- advised automotive manufacturers on Tier II and Tier III digital marketing strategies to increase lead generation;
- led national top 20 automotive dealer group's digital marketing and digital sales operations;  
- led development teams that managed B2B data transfer feeds;
- published in automotive digital properties and journals regarding automotive retail best practices;
- featured speaker at several national and regional automotive industry events.   

I am highly skilled in relationship building among business partners, customers, and all levels within an organization.  

Also, I have a passion for delivering diversity and inclusion results that drive key business performance metrics.  

Specialties: Automotive retail, CRM management, Customer Success, Internet marketing, lead generation, mobile marketing, sales management, sales operations, SEM, SEO, social media marketing and website development and management

- Responsible for leading the strategy to grow the company’s impact as a strategic partner to minority automobile dealers.  
- Responsible for engaging over 1,500 accounts while maintaining partnerships with OEMs, minority dealer associations and other industry partners.
- Partner with CDK's Diversity and Inclusion division to support CDK's inclusive culture, including talent identification, community engagement, and CDK's supplier diversity programs.

Cars Commerce

Offered specialized knowledge as the Reputation Subject Matter Expert and primary escalation point for an automotive marketplace and B2B SaaS platform, offering strategic insights and solutions. Provided expert troubleshooting and end-to-end support in a high-volume environment, consistently exceeding SLA targets while ensuring seamless collaboration with internal teams, stakeholders, and third parties to drive customer satisfaction. 

Key Achievements
- Led a cross-functional training initiative for the new Cars Commerce Support department, building a comprehensive knowledge framework, authoring 30+ articles, and coaching teams to enhance expertise
- Optimized Google Analytics reporting for a major client across 250+ dealerships, reducing turnaround time by 25%, increasing efficiency, and boosting client satisfaction.
- Consistently exceeded productivity goals by at least 15%
- Recognized as a team leader, with contributions earning awards for outstanding performance
- Partnered cross-functionally with internal teams to escalate issues, streamline operations, and enhance team performance through coaching, feedback, and quality assurance evaluations

Senior Reputation Expert (Senior CSR)

Mission Statement: To empower a supportive culture that promotes acceptance of all CARS employees by way of networking activities, navigating discussions, and servicing those in need.

After a year of serving on the BeU board as the Professional Development & Networking Chair & Co-Communications Lead, I was elected for the Chairperson position for the 2021-2022 Term.


2021 - 
Onboarded new ERG board members and led highly successful group-wide engagement and rebranding efforts

Created and hosted 'The SparkPlug Series' event on 'Code-Switching - What is it and how does it impact us all inside and out of the workplace.'

Chairperson - Black Excellence United ERG

Represented the BEU ERG as well as DealerRater in the DEI council
Presented insights, feedback, and assistance through ERG work on CARS core Diversity, Equity, and Inclusion metrics

Diversity, Equity & Inclusion Council Member

Led the creation and branding of The SparkPlug Series at Cars.com, fostering a culture of open dialogue and education within the organization. (Co-Founders Tressie Collier and Tristian Penick) 

Mission Statement:
The SparkPlug Series (TSPS) is a series of guided discussions which will be presented by each ERG or company club/group(CCG) within the CARS organization. The series is being put into place to help us as an organization learn about different issues for educational purposes and how these topics affect our employees, customers and community and is intended to be used as a safe, open space for honest dialogue on various uncomfortable topics. Topics will vary month to month in subjects such as history, current events, work, relationships, and may have corresponding materials such as articles, books, documentaries or movies. TSPS will also be used to uplift and amplify the voices within each ERG/CCG’s community.

Events: 

* Launch of 'The SparkPlug Series' - '13th the Documentary Discussion' 
A conversation about systemic racism, how we got here and taking a deeper dive into, Ava DuVernay's documentary - '13th'.

* 'Soul' the Movie
Celebrate Black History Month with Pixar's first film to feature an African-American protagonist. Taking a deep dive from the streets of New York City to the realms of the cosmos to discover life's most important questions - what is it that makes you... YOU?  


* 'Code-Switching - What is it and how does it impact us all inside and out of the workplace.' 
A conversation about Code-Switching, what it is and how it impacts us all inside and out of the workplace. Taking a deep dive into podcasts around the topic, Cultural Competence Podcast -
“Should You Be Your Authentic Self at Work?” and “What’s So Bad About Code-Switching at Work?” , as well as What I Did Wrong Podcast with Lonnie Woods III “Mistake 55: Code Switching In The Workplace”.

The SparkPlug Series Co-Founder

Mission Statement: To support women as leaders within CARS* to ensure they are valued for their talents and empowered to reach their full potential.

Participated and assisted with the following events - 

* Conversations @ CARS: #ChooseToChallenge 
From challenge comes change and in celebration of International Women’s Day, CARS Women In Leadership group hosted a dynamic panel discussion to inspire pride and a personal responsibility in choosing to challenge and call out gender bias and inequality in our industries. Our panelists include:

- Shayna Harris, Co-Founder and Managing Partner of Supply Change Capital, Forbes Contributor, Former COO & Chief Growth Officer at Farmer’s Fridge 
- Felicia Davis, President & CEO, Chicago Foundation for Women
- Tanarra Schneider, Managing Director & Head of Design, Accenture Midwest
- Christina Brady, President of Sales Assembly

* Conversations @ CARS - 'The Power of Self-Advocacy'
In collaboration with Mi Gente, BeU and Pride ERGs, WIL invited Diversity and Inclusion expert Leslie Drish back to CARS to lead this important conversation on the art of self-advocacy and how it is crucial to your success in all areas of life, but especially in the workforce.

* Women In Leadership presents: Financial Retirement Strategies for Women
Kimberly Weston, CRPC, Retirement Planning Consultant, TransAmerica joins us for this unique webinar speaking about unique challenges that can affect women's wealth and health on the road to and through retirement and their financial future.

*(CARS - Cars.com, DealerRater, Dealer Inspire, FUEL and CreditIQ)

Business Impact & Internal Support Chair - Woman In Leadership ERG

In my role as the Professional Development & Networking Chair & Co-Communications Lead with the Black Excellence United (BeU) ERG, I empowered a supportive culture through networking activities, discussions, and service initiatives. I led or assisted with various events and discussions on diversity, equity, and inclusion in the workplace to foster a more inclusive environment at CARS Commerce.

Key Accomplishment: 
* Composed a Juneteenth business case, resulted in a floating holiday for the CARS organization 

Events:

* 'Let's Talk Money with BeU'
Partnered with Goldman Sachs to provide a Financial Literacy Workshop. To empowerment the financial conversation within the Black Community. Topics include - Compensation & Benefits (HSA vs FSA, 401k, ESOP, etc), Cash-flow (budgeting, debt management), Insurance (life, annuity, umbrella), Tax Planning, Estate Planning, Investments, Retirement.

* Diversity, Equity and Inclusion in the Workplace with Urban Initiatives

* 'The Power of Self-Advocacy' 
A collaboration ERG event - invited Diversity and Inclusion expert Leslie Drish back to CARS to lead this important conversation on the art of self-advocacy and how it is crucial to your success in all areas of life, but especially in the workforce.

'A Fireside Chat with CARS’ Board Member Jerri DeVard'
Invited CARS board Member Jerri DeVard to learn more about her experiences with diversity, equity and inclusion in the workplace and her career journey through corporate America.

'Juneteenth - The History, Where We Are, Where We’re Going' 
Invited Jesse Quinn, the community organizer for the Tampa Bay Juneteenth Coalition, CJ Lawence, an attorney as well as the CFO of Black With No Chaser alongside his BWNC colleagues Cirilo Manego III (CIO) and Tyson Jackson (COO/FP) to lead an important conversation in honor of Juneteenth.

Professional Development & Networking Chair & Co-Communications Lead - Black Excellence United ERG

DealerRater

Led CultureClub team to assist with maintaining company culture. 
* Assisted with planning out life events (such as baby showers), company gatherings (holiday parties, yearly kick-off meetings, company outings), community service efforts and happy hours. (In-person and virtually) 
* Managed monthly board meetings, expense reports and bring plans and budgets to executive team for approvals and payments for events and more. 
* Created graphics, and assisted the team with communications.

Partnerships for community volunteer events included - Cradles to Crayons, Project Bethlehem, The Greater Boston Food Bank and Charles River Clean Up.

Chair of CultureClub

Provided exceptional guidance on all products and features to team members and customers. Coached a high-performing customer service team, driving engagement, process improvements, and teamwork to elevate customer experience. Consistently exceeded individual and team KPIs by optimizing workflows, monitoring service levels, and implementing strategic coverage solutions.

Key Achievements
- Led CSR team to record-high performance, achieving a team-wide 97% CSAT average, reducing Case - - AHT by 66%, and increasing completion rates by 15%
- Primary contributor to a new customer-facing knowledge base responsible for reducing dealership inquiries and cases by 20% 
- Served as Team Lead during extended supervisor absence, maintaining performance across all metrics while leading the team to exceed prior KPI's in response time
- Designed and implemented a comprehensive 4-week training process for multiple support teams, accelerating phone proficiency within three weeks, a 40% improvement over the previous average
- Increased team case productivity by 13% through 1:1 coaching, enhancing product knowledge and communication skills
- Primary Support-team resource for Salesforce CRM platform improvements, prioritizing needed updates and wish list requests

Senior Client Service Representative

Provided high-level support to dealerships and consumers, resolving complex inquiries and high-risk issues. Managed customer interactions in Salesforce CRM, ensuring data integrity and engagement tracking. Integrated website solutions, leveraged Google Analytics for data reporting, and designed dealership advertisement graphics. Partnered with teams across departments to troubleshoot product issues, improve service processes, and identify upsell opportunities.

Key Achievements 
- Exceeded team avg. case handling by 50%, consistently closing 60+ cases daily
- Achieved a 95% CSAT average, surpassing team and personal goals
- Played a key role in restructuring the CSR team, assisting with candidate interviews and training
- Served as the primary team resource during training, leading to improved CSAT scores, improved customer service, client and employee retention and increased product knowledge

Client Service Representative

Town Spa Pizza

In my role as Take Out Customer Service Associate & Supervisor at Town Spa Pizza, I successfully managed a team of Take Out staff, ensuring seamless operations and top-notch customer service. Handling large sums of money, including running the lottery machine, was a key responsibility, along with directing health and safety procedures to maintain a safe workplace.

Take Out Customer Service Associate & Supervisor

Copitex Business Machines, Inc

In my role as an Office Assistant, Sales Assistant, and Junior Graphic Designer at Copitex Business Machines, Inc, I had the opportunity to assist various departments and provide top-notch customer service. I supported the CEO, office manager, and sales team in ensuring smooth operations and customer satisfaction. Additionally, I played a key role in updating marketing materials and documentation resources to enhance the company's brand image.

Office Assistant, Sales Assistant, Junior Graphic Designer

FaceFront Cosmetics

Office Assistant/Sales Executive

Dunkin Donuts

Customer Service

Massage Envy

Massage Therapist

Tiger Lily Day Spa and Salon

Massage Therapist/Receptionist

With a deep-rooted passion for customer service, client success, and retention, I specialize in creating seamless customer experiences, optimizing service workflows, and driving operational excellence. Throughout my career, I have successfully led high-performing customer support teams, improved processes, and implemented strategic training programs that enhance both employee performance and customer satisfaction.

As a trusted advisor and escalation expert, I thrive in high-volume, fast-paced environments where problem-solving, conflict resolution, and customer advocacy are key. My ability to analyze pain points, enhance support strategies, and build customer trust has resulted in record-high CSAT scores, faster resolution times, and stronger client relationships.

Beyond customer service, I am a change agent and DEI advocate, dedicated to fostering inclusive workplace cultures, empowering diverse voices, and creating impactful learning experiences. Through leadership in Employee Resource Groups (ERGs), mentorship programs, and strategic DEI initiatives, I have helped organizations build more equitable, engaged, and high-performing teams. My passion for coaching, leadership development, and cultural transformation drives me to create environments where employees and customers feel valued, heard, and empowered.

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The Battle

Andy Warner

Christine Roberts

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