Shshank Samuel

Lead Service Advisor

Tesla

Watertown

08.2017 - Current

Managed customer engagement, leading to adoption, expansion, and renewals
Increased retention by collecting feedback and delivering consistent value
Fostered a customer-first mentality and built loyalty
Maintained a 95% CSAT score by optimizing processes
Managed 500+ customer interactions monthly, increasing bookings by 25%
Managed a team of 4 service advisors, improving customer success by 35% and retention rate by 20%
Achieved targets around key metrics including customer retention, satisfaction, NPS, account spend, and account growth
Coached team members, provided feedback, and escalated customer inquiries, increasing retention and revenue
Anticipated customer needs and positioned product solutions
Communicated effectively with all organizational levels, including C-Level executives
Trained new hires on multiple systems
Delivered daily metrics reports, enabling data-driven decisions
Conducted interviews and trained new hires, ensuring seamless integration and optimal performance
Adapted to thrive in a fast-paced environment
Streamlined workflows, increasing productivity by 30% and reducing wait time by 25%
Worked with technical counterparts to share feedback and solve complex issues
Delivered daily metrics reports and performed statistical analyses to identify inefficiencies
Managed complex projects and built outcome-based relationships with diverse customer accounts
Effective communicator, skilled at multitasking and working across departments
Motivated 'do-er' with a sense of ownership, urgency, and drive
Engaged with customers to understand their goals and challenges, monitoring metrics for proactive support
Quick learner with strong analytical and problem-solving skills
Experienced in change management and system integration.