Bradford Rossano
Louisville,OH
Overview
5
5
years of professional experience
1
1
Certification
Work History
Director of After Sales
Driverge
Akron, OH
09.2020 - Current
- Monitored daily operations of the aftersales department, ensuring all tasks were completed according to schedule.
- Drafted written communications such as letters or emails when addressing customer concerns or complaints.
- Resolved any escalated issues or complaints from customers in a timely manner while adhering to company guidelines.
- Implemented changes based on feedback from customers regarding their experiences with the company's products or services.
- Developed innovative solutions for complex problems encountered during the course of providing customer service.
- Assisted colleagues with troubleshooting technical issues related to product installation or usage.
- Maintained up-to-date knowledge of industry trends in order to provide better services for customers.
- Identified opportunities for process optimization by analyzing existing workflows related to aftersales activities.
- Conducted regular staff meetings with aftersales team to review performance objectives.
- Coordinated with sales representatives to ensure smooth transition of customer orders from sales to aftersales.
- Responded promptly and professionally to customer inquiries via phone, email or chat platforms.
- Provided training and support for new employees on aftersales procedures and best practices.
- Collaborated with other departments within the organization to ensure seamless integration between sales and aftersales teams.
- Managed aftersales team to ensure customer satisfaction and quality assurance.
- Enforced company policies and procedures related to customer service, complaints resolution, and product returns.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Analyzed business performance data and forecasted business results for upper management.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Associate of Applied Business - Business
University of Akron
Akron, OH06-1988
Skills
- Customer service
- Team management
- Process optimization
- Technical troubleshooting
- Performance analysis
- Conflict resolution
Affiliations
- Camping
- Bike riding
- Old Cars
Languages
English
Full Professional
Certification
- ASE Parts SPecialist
- P2 Recertified
Accomplishments
- Lovit Award
References
References available upon request.
Timeline
Director of After Sales
Driverge
09.2020 - Current
Associate of Applied Business - Business
University of Akron