Molly Peterson
About
Molly works in the following industries: "Internet", "Health, Wellness & Fitness", and "Automotive". Molly is currently Senior Manager Selling Partner Support - WW Defect Elimination at Amazon. In Molly's previous role as a Director of Quality and Strategic Programs at Precor, Molly worked in Woodinville, WA until Aug 2021. Prior to joining Precor, Molly was a Business Intelligence Program Manager at Precor and held the position of Business Intelligence Program Manager at Woodinville, WA. Prior to that, Molly was a Customer Service Manager at Precor from Feb 2007 to Aug 2013. Molly started working as Customer Service Manager at AutoNation in Jan 1999.
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Molly Peterson's current jobs
Molly Peterson's past jobs
High-level Accomplishments Include: • Created new ideas and drove to completion system effectiveness for data entry in order to quickly detect quality improvement trends. Inclusive of developing all system and reporting requirements necessary, driving user adoption, and rolling out new functionality to other organizations. In addition to more accurate analysis of our customers’ experiences with the company, this functionality has significantly contributed to the reduction of warranty expenses and forecasting of product improvement opportunities to assist in prioritizing Engineering bandwidth. • Developed warranty cost layers of parts and labor for finished goods, by manufacture year and product. This lead to formal ownership of Extended Warranty as a product; inclusive of system upgrades, floor and MSRP pricing, and driving behavior changes through the Distributor Sales channel. • Drove organizational readiness as a Sr. Project Manager to on-board a highly customized and strategic account. Required understanding across GTM, Supply Chain, Operations, and Support to ensure a seamless experience for customer.
• Develop best practice installation strategies, specific to technical requirements including audio visual distribution and 900 Mhz system installations. • Managed technical support contact center teams, driving phone related metrics for accuracy and customer satisfaction. • Initiated several close loop processes for phone and installation support, developing KPIs for team and connecting performance to P&L objectives.
• Consistently rated nationally in top 5 Service Managers amongst AutoNation’s 300+ Dealerships for all KPI (including being rated at #1 alternating months). • Exceeded forecasted sales and increased profit margin by 26% on average. • Sustained an average customer service index (CSI) rating of 98% every month for customer base over a 36 month period. • Managed team of five technicians; responsible for their productivity and training. • Originated and drove new dealership off-lease program to increase sales volumes and customer retention. • Responsible for classification and coding of warranty claims, development of process maps, establishing electronic forecast sheets, maintenance of pay graphs, coordinated Five Star Processes and chaired program for recertification.