Alexander Latus Email & Phone Number

Chicago, IL, US

• Manages the customer support department’s day-to-day functions.
• Responds to escalated customer support issues.
• Establishes departmental standards and procedures in addition to curating process improvement initiatives with the goal of enhancing customer satisfaction.
• Sets departmental KPIs, customer service objectives and metrics, and team goals.
• Informs the team of all new information related to products, policies, and workflow.
• Assess support statistics and prepares detailed reports on the findings to executive leadership.

• Mediates and resolves escalated cases pertaining to account assistance, platform and policy support, and order disputes.
• Assists with supervisory tasks such as account deletions, account accommodations, and refund enforcement.
• Assists in managing non-Reverb shipping claims, Reverb Safe Shipping claims, and the Reverb unshipped orders queue.
• Acts as a liaison between cross-functional departments to assist with and mediate escalated user inquiries and support, order support and mediation, and platform assistance and inquiries, pertaining to the following.
• Assists with escalated account and platform development support inquiries and needs.
• Helps with managing fraudulent order and account support.

Chicago, IL

• Moderates a rapidly expanding community of musicians.
• Assists customers with day-to-day needs through email, chat, and phone support.
• Flexes creative muscles to develop innovative solutions tailored to Reverb users’ specific cases and needs.
• Supports all users as they buy and sell on the site, arbitrates disputes between different users, and works to detect and prevent fraudulent and suspicious activity.
• Brokers resolutions in the event of disputes between buyers and sellers.
• Leverages content, self-help articles, Reverb features, and learned knowledge of Reverb’s product, policies, and procedures to recruit new buyers and sellers to the platform.

Chicago, IL

• Formulates strategies to boost instrument sales.
• Assists clients with selection and purchase of specialized instruments.
• Assists in the development and launch of specialized, exclusive and limited product offerings and instruments.
• Directs processes to ensure consistent customer satisfaction.
• Develops and maintains an environment and attitude to ensure a unique, individual and exceptional customer and partner experience.
• Assists in monitoring and regular updating of merchandise inventory.

Indianapolis, IN

• Developed and implemented layouts for new pipe organ build and restoration projects, following blueprints and sketches of the installation site per client specifications.
• Manufactured, assembled and installed components of electrically and mechanically controlled pipe organs.
• Installed wire components such air chests, consoles, blowers and air ducts within build projects.
• Mounted and secured pipes above air chests in predetermined patterns.
• Tuned, maintained, re-voiced and repaired pipe organs.
• Operated woodworking machines and hand tools to cut, shape, fit and assemble wood components, such as consoles, wind chests and wooden pipes.

Scottsdale, AZ

• Received and directed visitors, clients and vendors.
• Implemented and maintained accurate data management systems.
• Prepared and modified documents including correspondences, reports, drafts, memos and emails for company executives and other personnel.
• Scheduled and coordinated meetings, appointments and travel arrangements for company executives and partners.
• Coordinated and maintained financial, travel and inventory records for the company.
• Developed business software proficiency through the use of Microsoft Word, Outlook, PowerPoint, Excel, Access, among other programs, to produce correspondences, develop documents and presentations, and maintain.

Indianapolis, IN

• Managed all aspects of the production line and supervised employees.
• Managed product ordering and maintained product quantity levels.
• Monitored product quality and standards.
• Maintained and monitored workplace safety standards and legal policies.
• Managed multiple production teams while keeping abreast of and exceeding production deadlines and shipment goals.
• Managed financial and inventory books.

Indianapolis, IN

• Executed the product development and marketing strategies across multiple product lines, while keeping abreast of production, sales and business metrics.
• Managed New Product Introduction stage gate process across multiple product lines from product definition and inception throughout mass production, product distribution and marketing strategy implementation.
• Developed and maintained product plans across multiple product lines.
• Coordinated and maintained best transition and end of life strategies per product lifecycle.
• Coordinated closely with Research and Development throughout the entire product development process to manage adherence to product priority specifications including sound, form and function.
• Coordinated with the Marketing team to identify and develop marketing strategies and campaigns across a global level.

Scottsdale, AZ

• Executed the product development and marketing strategies for multi-million-dollar product lines, while keeping abreast of production, sales and business metrics.
• Created and analyzed business metrics on a regular basis to identify strengths and weaknesses and worked with leadership to address any opportunities and challenges.
• Managed New Product Introduction stage gate process across multiple product lines from product definition and inception throughout mass production, product distribution and marketing strategy implementation.
• Developed and maintained 18-month rolling and 3-year product plans across multiple product lines.
• Coordinated and maintained best transition and end of life strategies per product lifecycle.
• Planned annual budget and developed a system for monthly accruals and tracking.

Scottsdale, AZ

• Conducted market analysis to identify potential product and market segment opportunities that adhered to the culture and initiatives of the brand.
• Developed and maintained 18-month rolling and 3-year product plans across multiple product lines.
• Planned annual budget and developed a system for monthly accruals and tracking.
• Coordinated the production and timely disbursement of marketing materials to appropriate departments and channels.
• Conducted product demonstrations and consumer training sessions across multiple product lines.
• Trained internal Sales and Customer Service teams on new product.

Indianapolis, IN

• Managed daily sales and accounted for balancing the financial books at the end of each day, month, quarter and fiscal year.
• Managed shop inventory and accordingly ordered new product from distributors and vendors.
• Managed the ordering of specialized instruments and inventory.
• Managed all things customer service.
• Stocked, merchandized and maintained inventory of all guitars, amplifiers and accessories.
• Performed instrument set-ups and repairs.