John DeLosSantos
Mine Hill
Summary
I bring excellent organizational and time management skills, combined with a strong customer-focused approach to resolving issues promptly. As a strategic negotiator, I excel at finding effective solutions to escalated customer concerns tailored to individual needs. Acting as a liaison for dealerships, warranty service groups, sales, aftersales, and finance, I have a proven history of success in the field, with a keen attention to detail and an initiative-taking mindset. I actively seek opportunities to improve processes and workflows for team benefit, demonstrating conscientiousness and a strong work ethic. Additionally, I excel at multitasking in fast-paced work environments. With exceptional written and verbal communication skills, and fluency in English and Spanish, I am committed to enhancing customer experiences and fostering a positive brand image in the luxury automotive industry.
Overview
24
24
years of professional experience
Work History
Executive Referral Manager
Mercedes-Benz USA
01.2014 - Current
- Subject Matter Expert (SME) for the National Mobility Reimbursement Equipment Program, verifying installation documentation and payment processes for passenger and Sprinter vehicles.
- Collaborate with cross-functional teams (Product Managers, Legal, and Product Specialists) to address a wide array of customer concerns, including product issues, warranty, recalls, service, and legal matters.
- Foster and maintain strong customer relations through exceptional communication and consistent follow-up.
- Lead new hire training and coaching, ensuring employees are proficient in customer case handling and technical software.
- Create and implement process improvements to optimize results in a remote work environment.
Customer Care Agent
Mercedes-Benz USA
01.2011 - 04.2014
- Played a key role in building brand loyalty and ensuring customer satisfaction for MBUSA's valued vehicle owners.
- Provided support for roadside assistance, vehicle troubleshooting, warranty services, dealer assistance, and other customer inquiries.
- Addressed and resolved customer concerns related to service, product inquiries, sales, and extended warranties.
- Responded to email inquiries and complaints in a timely and professional manner.
Roadside Assistance Shift Supervisor
Mercedes-Benz USA
01.2008 - 01.2011
- Managed Roadside Service Assistance Call Center vendor performance, quality, and training to ensure service level targets were met.
- Provided leadership and direction to workflows, ensuring efficient team operations.
- Developed and maintained training programs for Roadside Assistance Call Center agents, ensuring they had in-depth product knowledge and could deliver excellent service.
- Oversaw the customer satisfaction process, including implementing surveys and managing complaints related to roadside service activity.
Roadside Assistance Agent I
Mercedes-Benz USA
01.2002 - 01.2008
- Managed inbound calls related to customer vehicle breakdowns, accidents, and general inquiries, consistently exceeding departmental KPIs.
- Assisted in onboarding new hires, providing training on essential programs, company policies, and available resources to ensure smooth integration into the team.
- Actively contributed to departmental initiatives aimed at improving service quality and customer interactions.
- Delivered timely support and solutions to ensure a positive customer experience during distressing situations.
Education
Bachelor of Science - Management
University of Phoenix
Skills
- Excellent organizational and time management skills
- Resolution-based approach
- Client-driven approach
- Employee Onboarding
- Leadership
- Strategic Negotiator
- Customer account management
- Customer experience enhancement
- Brand loyalty
- MS Word
- Excel
- Access
- PowerPoint
- OneNote
- CRM Programs
- SQL
- Tableau
- Adobe Acrobat Professional
- SAP-Paragon
- Salesforce
Languages
- Fluent in Spanish
- Fluent in English
- Fluent in Spanish
Timeline
Executive Referral Manager
Mercedes-Benz USA
01.2014 - Current
Customer Care Agent
Mercedes-Benz USA
01.2011 - 04.2014
Roadside Assistance Shift Supervisor
Mercedes-Benz USA
01.2008 - 01.2011
Roadside Assistance Agent I
Mercedes-Benz USA
01.2002 - 01.2008
Bachelor of Science - Management
University of Phoenix