BMW Diagnostic Support Agent
- April 2025 – March 2026
- Full Time, On-site
- Fort Lauderdale, FL
At Bosch Service Solutions, I contributed to BMW’s Emergency Roadside Assistance (RSA) program by improving diagnostic support and digital workflows. My work balanced high-pressure, real-time service calls with the backend precision needed to make dispatch tools more intuitive and efficient for operators and customers alike.
In the Engineering & Automotive Assistance industry, I transformed agent and caller pain points into actionable interface improvements. I mapped call journeys, clarified multilingual (English/French) support challenges, and designed visuals that allowed leadership to understand and resolve recurring operational inefficiencies. This role demanded both technical clarity and composure under urgent circumstances, where every second mattered.
Key Achievements- Reduced resolution times by 10% by restructuring RSA workflows and removing friction points.
- Created executive-level data visualizations that informed training updates and tool redesigns.
- Consolidated bilingual support insights into design adjustments that improved agent consistency and customer satisfaction.
- Partnered with engineers, designers, and operators to reimagine roadside assistance from a user-first perspective.
This position reinforced my ability to turn operational bottlenecks into measurable UX improvements, bridging the urgency of real-time support with the long-term value of better tools and communication systems.
