Joseph Granato
Madison
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of retailer Aftersales and Customer Experience. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
18
18
years of professional experience
Work History
Customer Service Process Sr. Specialist
Jaguar Land Rover North America
03.2019 - Current
- Perform in-depth data analysis of lower performing Jaguar Land Rover retailers based off a defined set of Customer Service Key Performance Indexes (KPI’s) captured from customer surveys and retailer financial statements
- IE: Service 6 measures, Parts and Accessories performance, Lead Time, Capacity, Technician efficiency etc
- Using the analyzed data create a presentation depicting the retailer’s performance over the prior twelve months
- Present this data to upper management at the beginning of a weeklong deep dive into the inner workings of the retailer
- Identifying areas of the business that are performing correctly and that require improvement
- Develop a summary of my findings and create action plans to aid the retailer in achieving success
- Present these findings to upper management and together agree on priority and deployment of these action plans and process changes
- Continue with weekly contacts either by physical visits or conference calls to work through the changes implemented, adjusting, as necessary
- Tracking success of retailers using same data used during initial analysis
- ACHIEVEMENTS: Successfully created professional working relationships with upper management throughout the Jaguar Land Rover retailer network
- Successfully transformed my target retailers from the lower 10% of retailer network to the top 25%
- Successfully transitioned retailers from my oversight to their respective Customer Service Market Manager (CSMM).
Technical Helpline Supervisor
Jaguar Land Rover North America
03.2017 - 02.2019
- Lead and inspire 9 Technical Helpline Reps (THL) to effectively manage Technical Assistance cases (TA’s) submitted by repair technicians from Jaguar Land Rover retailers in the USA and Canada
- Daily monitor of helpline KPI’s established by UK management to ensure they are met
- If not met, then develop an action and recovery plan
- Main KPI’s are case closure time in under 6 days, response time under 2 hours and red flag cases (Cases exceeded 20 days in age) Conduct daily startup meetings with the team to identify any new emerging concerns and discuss any difficult cases
- Daily cadence with Field Staff and Local Engineering on developing plans to visit and repair vehicles at red flag cases to achieve a KPI (key performance indicators) of no more than 4% of total cases reaching red status
- Weekly cadence with Consumer Affairs and Customer Relations to decide if a vehicle that was presented for repurchase can be repaired quickly and correctly to prevent the repurchase
- Managed the assignment of a 12-vehicle fleet
- Ensured that each THL rep had the proper amount of time in these vehicles to become familiar with all the functions
- In doing so this assisted them in performing their jobs at a higher level
- Worked closely with warranty to ensure claims submitted had correct information to ensure quick processing
- ACHIEVEMENTS: Successfully maintained a response time of 20 minutes on TA’s
- Successfully maintained a Red Flag percentage of
- Successfully prevented the repurchase of 80% of the vehicles presented to me by Consumer Affairs and Customer Relations.
Technical Helpline Representative
Advantage Resource Inc. (Contract To JLRNA)
02.2006 - 03.2017
- Provided technical guidance to Land Rover technicians at retailers in US (United States), Canada, and Mexico, regarding all aspects of a vehicle
- Gather information and documentation on all safety related issues that arise through retailers and Customer Service
- Once all the data is received and organized, prepare a formal report on the issue, and distribute it to various departments for review and analysis
- Effectively communicate servicing, documentation, diagnostic equipment, and other technically related concerns to upper management and engineering levels
- Analyze and report product issues and pressing customer issues through various charting models
- Evaluate and process Fixed Right Enhancement Diagnostic (FRED) submissions
- ACHIEVEMENTS: Developed into the go-to guy within the Land Rover Technical Helpline
- Difficult to repair vehicles were escalated to me for proper repair guidance
- Consistently maintained the highest call volume among all reps (7)
- Consistently maintained a 95% fixed right first time
- Developed into the lead representative for FRED submissions.
Education
High School Diploma -
Madison High School
Madison, NJ06.1987
Skills
- Strong Presentation Skills - Small and Large Groups
- Strong delivery skills of complex training materials Able to professionally debate the subject to aide in guiding people to correct answer/solution
- Capacity to handle multiple workstreams at one time
- Analytical analysis and interpretation
- Customer Relations
- Technical communication
- Cross function management collaboration
- Proficient in Microsoft Office, OneDrive, PowerPoint, Excel, Word, and Tableau
Activities
- Volunteer Head Coach for a highly competitive club softball team in NJ.
- Volunteer Fire Fighter for one of my local towns.
- Enjoy working with and training bird dogs used for pheasant hunting.
References
Available upon request
Timeline
Customer Service Process Sr. Specialist
Jaguar Land Rover North America
03.2019 - Current
Technical Helpline Supervisor
Jaguar Land Rover North America
03.2017 - 02.2019
Technical Helpline Representative
Advantage Resource Inc. (Contract To JLRNA)
02.2006 - 03.2017
High School Diploma -
Madison High School
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