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. • Leads the development support workflow in collaborating with product and engineering teams via Jira to assist customers in resolving platform-based errors, issues, and incidents. • Develops and manages project roadmaps via Confluence to collaborate with cross-functional partners and departmental stakeholders. • Collaborates with the onboarding and enablement team to oversee and evaluate the team's ongoing training and resourcing efforts.• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.• Conducts market research to stay up to date on industry and economic trends.• Utilizes various tools and programs such as Adyen, Sift, Sendgrid, and Braze to execute specialized user support needs.

• 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 departments; accounting, payouts, fraud, marketplace integrity, resolutions, outreach, marketing, and customer operations.• 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.• Keeps a constant and vigilant eye on all site activity to maintain and develop industry innovation and excellence. • Fosters solution-oriented customer service to ensure continual cultivation of best in industry support.• Utilizes extensive knowledge of gear brands, models, and history to assist within listing creation, order resolution, and product acquisition.• Consistently maintains position as one of the department’s top performers within support metrics and customer satisfaction.

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.• Maintains vendor network relationships for special orders, product trainings and product development.• Assists in promotional event strategies in collaboration with marketing department, artists and vendors.• Generates new accounts within targeted geographical sales territories.• Develops relationships with decision makers and company chiefs.• Consistently maintains position as one of the Sales department’s top earners within net sales and gross profit.• Increased year to date sales within assigned territories.• Developed, implemented and executed strategic plans which assisted in exceeding revenue and profit goals, while simultaneously increasing market share for the 2017 and 2018 fiscal years.

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.• Examined and tested components prior to transportation to installation site.

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 records, spreadsheets and databases.• Assisted with the organization and execution of company functions and events.• Answered, monitored and transferred inbound and outbound communications.• Performed general clerical duties including photocopying, faxing and mailing.

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.• Drafted reports and monitored progress related to shipping and receiving, delivery analytics and business metrics.• Coordinated with management and employees toward production line improvements.• Maintained and ordered new production and inventory products and equipment as needed.• Developed, implemented and maintained inventory control policies and procedures.• Managed training of personnel on inventory control and production policies and procedures.

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.• Conducted market analysis to identify potential product and market segment opportunities that adhered to the culture and initiatives of the brand.• Conducted product demonstrations and consumer training sessions across multiple product lines.• Coordinated the production and timely disbursement of marketing materials to appropriate departments.

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.• 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 Marketing Communications team to identify and develop marketing strategies and campaigns across a global level.• Conducted market analysis to identify potential product and market segment opportunities that adhered to the culture and initiatives of the brand.• Conducted product demonstrations and consumer training sessions across multiple product lines.• Coordinated the production and timely disbursement of marketing materials to appropriate departments and channels.• Coordinated with brand artists, endorsees and partners in regard to logistics of product placement, event planning and execution, as well as coordinating interviews, photo/video shoots and development of other marketing related artist content.• Identified areas of improvement among the Global Customer Service team and implement solutions to ensure and enhance the Customer Experience.

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.• Managed logistics in regard to inventory for trade shows, clinics and training sessions.• Coordinated with Research and Development on logistics of product samples needed throughout product development cycle for sound, form and function testing.• Coordinated with brand artists, endorsees and partners in regard to logistics of product placement, event planning and execution, as well as coordinating interviews, photo/video shoots and development of other marketing related artist content.• Coordinated industry accommodation sales while developing and maintaining strategic relationships.

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.• Maintained and developed long-time customer relationships.• Developed brand history and product knowledge of all guitars, amplifiers and other specialized instruments and inventory.