Chris Clarke
Wandana Heights,VIC
Summary
Collaborative leader with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
21
21
years of professional experience
Work History
Connected & Infotainment Feature Manager
Ford Motor Company
11.2020 - 09.2023
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed and motivated employees to be productive and engaged in work (with transition to WFH)
- Achieved departmental goal by delivering on program deliverables (x16) to deliver program on time & with quality
- Communicated clearly with employees, suppliers and stakeholders.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds (national & international).
- Launched new products and services with thorough market research, leading to increased revenue growth. e.g. Connected Navigation, Zone Lighting, Trailer Theft Alert
- Facilitated successful cross-functional collaborations for completion of key projects.
- Evaluated employee performance and conveyed constructive feedback to improve skills. Performing quarterly reviews and weekly 1:1's.
- Recruited, interviewed and hired employees and implemented mentoring program.
- Ensured compliance with global industry regulations and legal requirements. e.g. homologation for Cellular Remote Vehicle Start, Zone Lighting
- Launched quality assurance practices (5D problem definition) during required stages of development & validation.
Connected Vehicle User Experience Lead
Ford Motor Company
07.2019 - 11.2020
- Worked with design teams, project managers and business analysts to deploy consumer focused systems.
- Operated in global development environment, working across multiple time zones and cultures.
- Spearheaded usability testing initiatives, identifying key areas for improvement and optimising user flows accordingly, across Android & iOS frameworks.
- Developed innovative UX strategies for seamless user interactions, resulting in increased customer satisfaction.
- Collaborated with teammates to deliver valuable connected features meeting business and customer needs. e.g. Real Time Traffic updates, Telematic data, FordPass
- Conducted live user testing of components and functionality to evaluate effectiveness of designs and enhancements. e.g. FordPass (App), cellular network roaming, Vehicle Health Alerts & predictive servicing
- Applied effective time management techniques to meet tight deadlines.
- Worked flexible hours across night and weekend.
- Resolved problems, improved operations and provided exceptional service.
- Author technical and media release documentation to support "go to market" actives, including presenting for international media release of Connected Vehicle technology.
Technical Assistance Centre Manager
Ford Motor Company
09.2013 - 07.2019
- Accomplished multiple projects within established timeframes. Implementing Contact Centre's, systems and process improvement tools supporting 300k contacts per year across 9 locations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones. e.g customer satisfaction, response delay, abandoned call percentage.
- Recruited, interviewed and hired employees across diverse background and geographical locations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Optimised resource allocation by conducting regular performance evaluations and providing personalised coaching for staff development.
- Maintained professional, organised, and safe environment for employees across 9 international locations.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools. Such as 5D & 6 Sigma methodologies.
- Onboarded new employees with training and new hire documentation.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds (national & international).
- Identified and communicated customer needs to supply chain capacity and quality teams (internal & external partners).
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Launched new products and services (web & phone based) with thorough market research, leading to improved service levels and reduced operational costs.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth. *reduced budget by $2mil (USD) without reducing service quality.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Strengthened communication skills through regular interactions with others via face to face, phone and fortnightly 2-hour live satellite broadcasts
- Worked flexible hours across night and weekend to support global business requirements.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organised large scale training events e.g. accommodation, transportation, along with author & presenting training material.
Technical Assistant Operations Supervisor
Percepta (a Joint Venture Of The Ford Motor Co)
03.2003 - 09.2013
- Lead training sessions for team members on various topics related to technology use within the workplace environment, fostering an atmosphere of continued learning amongst staff.
- Implemented system upgrades to help mitigate vulnerabilities and improve daily productivity.
- Completed daily logs of KPI's for management review. e.g. customer satisfaction, response delay, abandoned call percentage.
- Prepared technical presentations and other materials for Technician and Train the Trainer events.
- Liaised with customers, communicating and resolving problems and concerns.
- Performed wide-ranging administrative, financial and service-related functions.
- Increased customer service success rates by quickly resolving issues.
- Provided technical guidance and support to internal & external partners.
- Implemented corrective action procedures within prescribed guidelines for issues, escalating high priorities to other technical resources.
- Streamlined technical processes for improved productivity through meticulous documentation and organization of procedures.
- Answered and managed incoming and outgoing calls while recording accurate documentation.
- Fielded government, customer and dealership queries and service requests to promptly address issues.
- Researched common technology performance issues to assist with diagnoses, warranty cost reduction and ongoing product improvement.
- Volunteered to help with special projects of varying degrees of complexity.
- Served as point-person for support requests with clients and vendors.
- Worked well in a team setting, providing support and guidance.
- Developed strong communication and organizational skills through working on group projects.
- Conducted root cause analysis of vehicle concerns to identify and resolve field issues.
- Analyzed department metrics and performance and reported findings to management. e.g. provide daily, weekly, monthly and year end reporting.
- Implemented project management techniques to overcome obstacles and increase team productivity. Implemented web based technical support tools, utilising known issues and helpful hints data.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations. Supported ACCC investigation to Ford's handling of field concerns, such as DPS6 transmission.
- Worked effectively in fast-paced environments.
Education
Certificate - Occupation Health & Safety
The Gordon Tafe
GeelongTrade Qualification - Automotive Mechanics
The Gordon Tafe
Geelong6 Sigma - Quality Improvement Methodology
Ford Motor Company
Campbellfield, VICBachelor - Computer Science
Open University
Online (RMIT Based)Skills
- Team Leadership
- Customer Service
- Complex Problem-Solving
- Contract Management
- Performance Tracking and Evaluation
- Business / Project Development, Planning & Management
- Scheduling and Coordinating
- Time Management
Accomplishments
- Product design, validation & certification of Connected Vehicle technology for the global Ford Ranger vehicle line.
- Establishment of Technical & Customer contact centre's throughout 9 locations across Asia Pacific
- International media release (material preparation & presenter) of Connected Vehicle technology
Timeline
Connected & Infotainment Feature Manager
Ford Motor Company
11.2020 - 09.2023
Connected Vehicle User Experience Lead
Ford Motor Company
07.2019 - 11.2020
Technical Assistance Centre Manager
Ford Motor Company
09.2013 - 07.2019
Technical Assistant Operations Supervisor
Percepta (a Joint Venture Of The Ford Motor Co)
03.2003 - 09.2013
Certificate - Occupation Health & Safety
The Gordon Tafe
Trade Qualification - Automotive Mechanics
The Gordon Tafe
6 Sigma - Quality Improvement Methodology
Ford Motor Company
Bachelor - Computer Science
Open University
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