Ruben Roberts
New York,NY
Summary
Professional with experience in aftersales support and customer service, adept at warranty and ticket management. Responsibilities included assessing product conditions and documenting service requests for all product categories, while ensuring accurate details. Developed aftersales strategies that improved repair processes which led to increased client satisfaction and retention rates.
Overview
8
8
years of professional experience
Work History
Service Advisor
Cartier
New York, NY
07.2026 - Current
- Delivered precise estimates of repair costs, labor times, and parts prices to customers, enhancing transparency in service transactions.
- Assisted clients with repair intake, pickups, and shipments to ensure seamless service experience
- Responded promptly to customer inquiries via phone, email, or in person to enhance customer satisfaction.
- Assessed product conditions and documented service requests for watches, jewelry, and accessories to ensure accurate processing.
- Coordinated with watchmakers, jewelers, and sales teams to ensure timely follow-up on service requests.
- Maintained accurate records for repairs, warranties, and service histories
Aftersales Coordinator
Christian Dior Couture
New York, New York
04.2025 - 07.2026
- Managed customer inquiries and resolved aftersales issues, enhancing overall customer experience.
- Developed aftersales strategies that increased customer satisfaction and retention.
- Implemented aftersales support initiatives that streamlined operations and reduced response times.
- Responded promptly and professionally to customer inquiries via phone, email, and text, while ensuring positive interactions.
- Oversaw warranty claims process and ensured timely resolutions.
- Collaborated with sales team to provide feedback on customer experiences.
Product Care Specialist
Gucci
Jersey City, New Jersey
03.2022 - 04.2025
- Coordinated product requests with corporate departments, stores, and client services, enhancing communication and streamlining processes.
- Liaised with vendors to confirm, track, and approve services, achieving timely resolution of client needs.
- Analyzed client feedback to refine service offerings and align with luxury market standards, enhancing overall client experience.
- Supported retail and Ecommerce teams throughout the life cycle of before and after-sales tickets, ensuring comprehensive service delivery.
- Evaluated hundreds of tickets per month, ranging from leather goods to jewelry.
- Led quality assurance initiatives to ensure compliance with industry regulations and company policies, safeguarding service integrity.
Client Advisor
Gucci
New York, New York
06.2018 - 03.2022
- Liaised with e-commerce and store clients through email and calls, enhancing communication and boosting customer satisfaction.
- Collaborated with operations team to address and fulfill client requests, streamlining the response process.
- Provided selling assistance and trained team members, which improved team capabilities and service delivery.
Education
Bachelor's Degree - Fashion Business
Montclair State University
CliftonSkills
- Aftersales support
- Warranty processing
- Ticket management
- Salesforce
- Quality Assurance
- Customer Service
- Data Analysis
- Microsoft office
- Cross-functional teamwork
- Analytical Problem Solver
Timeline
Service Advisor
Cartier
07.2026 - Current
Aftersales Coordinator
Christian Dior Couture
04.2025 - 07.2026
Product Care Specialist
Gucci
03.2022 - 04.2025
Client Advisor
Gucci
06.2018 - 03.2022
Bachelor's Degree - Fashion Business
Montclair State University