Tony Reyes

Customer Experience Manager

DealerOn

May 2025 - Current (1 year 4 months)

Drive strategic operations, enablement, and process innovation across a national Customer Success organization supporting 5,000+ dealerships. Act as a force multiplier for CSM performance and customer retention through scalable systems, cross-functional alignment, and data-informed decision-making. - Developed and implemented disengaged and churn risk processes, operationalizing proactive churn mitigation and re-engagement strategies across all CS segments. - Led the creation of scalable onboarding, training, and playbook resources for CSMs, enabling consistent execution across lifecycle stages and customer types (e.g., Self-Service, Secondary, and Multi-Product accounts). - Partnered with Product, Digital Advertising, and SEO teams to stre

Sr. Customer Success Manager

DealerOn

Feb 2024 - Jul 2025 (1 year 6 months)

Streamlined cross-departmental collaboration with across several departments , enhancing project execution efficiency by 20%. Influenced product development by integrating customer feedback into roadmaps, reducing feature-related escalations by 25%. Maintained a 99.5% retention rate month-over-month Championed operational excellence, implementing scalable processes that supported seamless client and team interactions.

Customer Success Manager

DealerOn

Oct 2022 - Feb 2024 (1 year 5 months)

- Works with customers to review their digital performance - Provides optimization recommendations to improve all aspects of the customers’ websites - Performs basic website edits - Ensures strategy and customer’s KPIs are communicated, understood and implemented by cross-functional teams - Understands the customers’ business goals to anticipate future needs - Prioritizes and improve resolution on escalated customer issues - Manages 90+ accounts simultaneously, tracking the status of each project, and updating all stakeholders - Assist business leads in driving client retention and identifying business growth opportunities • Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn • Google

Business Development- TOLA, Carolinas, Northeast US/Canada

Expel

Sep 2021 - Oct 2022 (1 year 2 months)

At Expel, we believe CISO’s and security teams deserve insights and answers that help protect their organization rather than wasting valuable time chasing alerts. We provide these answers by using your security tech investments to detect threats, filter out false positives, quickly inform you of confirmed incidents and recommend specific actions to resolve each issue. We do this in a transparent manner, meaning you see exactly what our analysts see, have the ability to track improvements and also gain insights into your environment and past behaviors, enabling you to improve your resilience. Let us help you focus on your strategic initiatives, increase security fast, detect and respond faster, and make your team happier - all while reducing

Account Manager

INCOMM PAYMENTS

Jan 2019 - Sep 2021 (2 years 9 months)

Drove YoY territory growth by 110% since January 2019, achieved an 85%+ retention rate Led QBR's with stakeholders and business owners to ensure satisfaction, identify pain points or gaps in service and achieve renewal targets Successfully supported the Mid Atlantic Region for clients such as, AT&T, Metro by T-Mobile, Tracfone, and Sprint and managed/supported over 480 points of distribution within the market Established and fostered successful relationships between small business owners, representatives, managers, and carrier’s upper management teams by building rapport and maintaining relationships Performed competitive analysis to identify market growth estimates and track product distribution rise Ensured fiduciary financial agreeme

Area Manager

Sprint

Jan 2017 - Jan 2019 (2 years 1 month)

• Responsible for all aspects of multiple retail store locations from sales, operations and day to day management of storeand/or staff. • Handle all orders, inventory, and store organization and set planogram according to Sprint standards. • Delegate tasks and day to day duties to sales representatives, also involved in hiring/termination of employees. • Provided great customer service and a great environment for customers and explain benefits and promotions in order toretain current customers, uncover opportunities for new ones and reduce customer churn. • Supported territory in B2B and B2C sales, in collaboration with assigned IAE, and Sprint Business Channel team, along with individual SBE for each door Tripled door's average Gross Profi

Sales Manager

Sprint

Sep 2015 - Dec 2016 (1 year 4 months)

Handle day to day store operations and assist co workers in serving the best customer service possible • Ensure goals and metrics are hit • Responsible for assisting customers with issues from bills to phone upgrades to issues with customer service During sale/closeout of company, entered District Manager role and oversaw closeout and sales/operations for 3-5 locations and acted as liaison between stores and corporate headquarters

Assistant Manager

Vitamin World

Jun 2015 - Sep 2015 (4 months)

Assist store and district manager in day to day operations of store. • Handle duties of store from shipment to inventory and also delegate tasks to associates • Ensure timely service and sales goals

R

Retail Associate

Radioshack

Sep 2013 - Jun 2015 (1 year 10 months)

Describe merchandise and explain operation of merchandise to customers. • Compute sales prices, total purchases and processed payments. • Place special orders • Managed closeout of the Hillandale branch store, including final sales, disposal of tore accessories

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