Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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Andrew Gomes

New York,NY

Summary

A results-driven professional with a 6-year track record of driving sales, optimizing operations, and achieving high levels of customer satisfaction. A proven leader skilled in conflict management and adaptability, with a strong ability to manage complex projects and stakeholder expectations. Holds a B.S. in Criminal Justice, providing a unique foundation in analytical problem-solving.

Overview

6
6
years of professional experience

Work History

Level IV Service Advisor

Rivian
04.2024 - Current
  • Engineered a new inventory management process for critical EV components, resulting in a 92% reduction in order errors and saving an estimated $5,000 annually in carrying costs.
  • Resolved complex customer issues related to battery performance and software glitches, reducing formal complaints by 40%.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Achieved and exceeded company-defined sales quotas.
  • Drove team performance to exceed monthly sales targets by an average of 20%, generating an additional $10k in service revenue per month.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Acted as the primary escalation point for sensitive client issues, achieving a 95% resolution rate on the first contact.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
  • Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.

Service Advisor

Tesla
06.2023 - 04.2024
  • Managed a high volume of customer interactions, effectively assessing service needs to streamline the appointment scheduling process and minimize wait times.
  • Assisted in the development and implementation of promotional strategies to increase service sales and customer loyalty
  • Oversaw daily operations for a high-volume automotive service department, providing customer service, scheduling, record keeping, and employee management
  • Recruited, interviewed, and onboarded a team of 5 new Service Technicians, reducing hiring time by 3 weeks.
  • Supervised and trained service advisors, providing guidance and support to ensure service standards were met.
  • Authored a new standard operating procedure for high-voltage battery diagnostics, increasing technician accuracy by 35% and ensuring 100% safety compliance.
  • Investigated customer complaints to identify cause of malfunctions.

Sales Manager

Enterprise
09.2022 - 03.2023
  • Outperformed 100+ sales manager trainees for seven consecutive months, achieving a Top 10% ranking by maximizing sales, service, and insurance purchase opportunities.
  • Pioneered and managed a high-performing rent-to-purchase referral program, converting an average of 60 monthly referrals into at least 20 vehicle sales per month
  • Cultivated key partnerships with local body shops and businesses, enhancing customer solutions and solidifying future business opportunities.
  • Maximized revenue by advising customers as a vehicle expert and promoting optional extras, leading to high-performance ratings on a scorecard tracking completed sales and insurance purchase rates
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.

Branch Operations Manager

Jewels Parlor
01.2021 - 09.2022
  • Managed a $2,000 monthly budget to develop marketing campaigns and increase social media traffic by 24% that includes Instagram, Facebook, Google ads, etc
  • Conducted keyword research to identify the best terms for SEO campaigns which enhanced organic search traffic by 60%
  • Lead a team of 11 individuals on content strategies to develop engaging web copy conversion rates by 31%
  • Created email marketing strategies that boosted sales 30% the first month of implementation
  • Successfully launched and managed Google AdWords campaigns, resulting in a 25% increase in conversions
  • Proven track record of increasing website traffic, lead generation, and customer acquisition.
  • Increased client and supplier satisfaction by solving complex issues with efficient resolutions.

Hotel Management Trainee

The Collective
08.2019 - 03.2020
  • Liaised between guests and hotel management, relaying information, promotions and issues.
  • Developed guidelines for data integrity and management policies, safeguarding enrolled individuals' privacy and security.
  • Reduced guest complaints by 50% by leading a 60-person team and rolling out a new training program focused on best-in-class customer service practices.
  • Drove a 15% increase in hotel productivity by developing new employee engagement programs and optimizing daily operations, including scheduling and inventory management.
  • Liaised between guests and hotel management, relaying information, promotions and issues.
  • Developed guidelines for data integrity and management policies, safeguarding enrolled individuals' privacy and security.

Education

Bachelor of Science - Criminal Justice

John Jay College (CUNY)
New York, NY
06.2022

Skills

  • Revenue optimization strategies
  • Salesforce user management
  • Comprehensive business planning
  • Brand identity management
  • Data-driven decision making
  • Customer-focused complaint resolution
  • Team development
  • Guiding professional development

Personal Information

Languages

English
Native or Bilingual
Bengali
Native or Bilingual
Hindi
Native or Bilingual

Timeline

Level IV Service Advisor

Rivian
04.2024 - Current

Service Advisor

Tesla
06.2023 - 04.2024

Sales Manager

Enterprise
09.2022 - 03.2023

Branch Operations Manager

Jewels Parlor
01.2021 - 09.2022

Hotel Management Trainee

The Collective
08.2019 - 03.2020

Bachelor of Science - Criminal Justice

John Jay College (CUNY)

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