ERIK DROTTS
Wheatland,CA
Summary
Self-directed customer success and operations manager with 10+years of developing team intelligence and managing client relationships that effectively increase overall customer retention. Consistently demonstrates highly organized use of resource management and data analysis implemented into customercentric management to solve problems and grow lifelong relationships. Dedicated to learning what drives the client and effecting operations to increase engagement on a given product.
Overview
18
18
years of professional experience
Work History
Aftersales Success Manager
Chico Nissan and Hyundai
02.2020 - 07.2023
- Successfully conceived, constructed the team, and implemented a customer connecting web interface resulting in value add tool for aftersales clients.
- Collaborated with suppliers, distributors, and internal teams to nearly double process efficiency across product distribution.
- Part of the management team awarded with the Nissan Award of Excellence, reserved for top 3% of nationwide dealerships, during Covid-19 constraints for customer retention and aftersale experience.
- Creating and forecasting purposeful and proactive annual business plan and benchmarks to support branding for aftersales engagement.
Aftersales Success Manager
Stockton Nissan and Volkswagen
12.2018 - 01.2020
- Owned project and communication planning, operations and execution management for aftersales team.
- Responsible for monthly and yearly budget development and goal setting for department in alignment with corporate aftersales goals.
- Resource allocation for multifunctional processes to meet KPIs and fulfill deliverables for higher customer loyalty.
- Communicated across all stakeholders vertically and horizontally to meet daily, monthly, and annual outputs to support service engagement.
- Used ongoing KPIs in strategizing, planning, implementing, and measuring to ensure customer retention.
Aftersales Success Manager
Hyundai and Nissan of Serramonte
09.2015 - 10.2018
- Worked cross functionally with 60-70 team members across several departments to achieve top performance across five corporate locations.
- Developed brand engagement strategy and partnerships from start to finish resulting in higher than expected customer retention.
- Leveraged online and local marketing tools to optimize wholesale relationships resulting in national accolades for one quarter for outstanding customer engagement in wholesale segment.
- Collaborated with sales and product teams to address customer success objectives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Marketing Member
K-Designers
02.2006 - 06.2006
- Promoted and sold over $75,000 of "up" business in an eight week period
- Successfully negotiated several contracts over $15,000 on a "one-call" sales technique
- Awarded national "Marketing Director of the Week" in the Siding Division twice
Sales Leader
The Advertising Group
06.2005 - 09.2005
- Placed in the nationwide Top 20 Sales Associate's list for a day
- Exceeded company expectation of 20% closing average
- Promoted to "Leader" position in under six weeks
Education
MBA - Business Administration, Marketing
Notre Dame De Namur
Belmont, California2011
Bachelor of Arts - Business Administration, Marketing
California State University
Northridge, California2008
Skills
- Teamwork toward client success
- Proactive management of offerings
- Value-adding creativity
- Change Management
- Interpersonal Communication
- Data-driven support
- Analytic problem solving
- Pattern Recognition
Additional Information
- Achievements/Tasks Achievements/Tasks Achievements/Tasks Tasks/Achievements
- Achievements/Tasks Achievements/Tasks
Timeline
Aftersales Success Manager
Chico Nissan and Hyundai
02.2020 - 07.2023
Aftersales Success Manager
Stockton Nissan and Volkswagen
12.2018 - 01.2020
Aftersales Success Manager
Hyundai and Nissan of Serramonte
09.2015 - 10.2018
Marketing Member
K-Designers
02.2006 - 06.2006
Sales Leader
The Advertising Group
06.2005 - 09.2005
MBA - Business Administration, Marketing
Notre Dame De Namur
Bachelor of Arts - Business Administration, Marketing
California State University
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