Experience

TTi Global

• United States
• Staffing and Recruiting
• 200 - 300 Employee

• Volkswagen North East Regional Case Manager

  • Sep 2008 - Present

  • Serve as intermediary between vehicle owners and Volkswagen dealerships • Support Field staff in making business investment decisions • Assist with training new advocates in making appropriate business decisions • Maintain a high customer activity log requiring one-day turnaround • Prioritize activity based on customer needs and circumstance • Make business decisions based on established criteria to develop continued customer loyalty • Formulate creative business solutions to generate word-of-mouth advertising Show less



The Dako Group

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Volkswagen Care Team Lead

  • Apr 2014 - Feb 2017

  •Facilitates day-to-day coaching to members of the Northeast and Pacific Region Case Manager teams to ensure customer satisfaction is consistently achieved through positive interactions and the utilization of all available resources. Coaching methods and tools used include side-by-sides and CED sessions, creating action plans if further development is necessary. Provides best practices for positive customer interactions and works with RCMs to successfully complete action plans. •Performs case and TREAD audits on RCM caseloads to ensure all team members utilize proper case handling and caseload management. Reviews broken promise report and provides feedback to RCM in the event a committed follow-up to a customer is missed. Utilizes trace reporting, aging case reporting, and KPI results to analyze team performance from both productivity and customer satisfaction perspectives. •Participates in RCM interview process and assists in providing final feedback to candidates. •Facilitates training modules, educating new RCMs on dealer process and best case management practices to ensure an exceptional customer experience. •Handles escalated calls, reviewing case progress and speaking to customer about decision provided. If necessary, performs additional research to further investigate customers concerns and ensure all avenues to assist customer were taken. •Creates request for CARE Maintenance Packages for customers in the event they are offered as a form of goodwill, further improving the customer’s experience through convenience. •Researches cases in which components required for vehicle repairs are on back order to determine estimated delivery time. •Previously responsible for reviewing VTA reporting, communicating with Volkswagen Techline leadership and dealer management to ensure VTA tickets are properly closed when vehicle repairs are completed. •Previously monitored fleet vehicle mailbox, establishing cases for fleet customers requesting goodwill assistance. Show less



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Volkswagen Customer Care Advocate

  • Oct 2006 - Sep 2008

  • Answer customer calls in a fast-paced call center environment • Address customer issues in a professional manner to foster continued loyalty • Assist with New Hire Parallel Training • Work with dealer network to resolve customer concerns timely and effectively • Mentored new advocates to ensure consistency in method • Selected for priority tasks due to superior performance record • Served as single point of contact in resolving customer survey concerns • Answer customer calls in a fast-paced call center environment • Address customer issues in a professional manner to foster continued loyalty • Assist with New Hire Parallel Training • Work with dealer network to resolve customer concerns timely and effectively • Mentored new advocates to ensure consistency in method • Selected for priority tasks due to superior performance record • Served as single point of contact in resolving customer survey concerns