Andrea Doukas Email & Phone Number

New Jersey

• Supports and mentors diverse groups of Case Managers and actively provides training and guidance to new staff members; creates a feeling of belonging that enhances success.• Earned recognition within team as having the highest scores in customer satisfaction.• Stepped up to lead and train 25-member team on how to effectively use available resources to work remotely while maintaining high performance and productivity levels. Collaborated with IT department to ensure necessary documents and systems were accessible.• Applies discretion in distributing up to $5,000 per customer to assist with resolving problems, financing vehicle repairs, or providing an added incentive on a new vehicle.• Devises strategic and innovative plans to meet individual customer needs, increase customer retention, and provide more effective conflict resolution that enhances customer experiences and brand loyalty.• Educates new hires about Mercedes Benz organization in an effort to welcome, acclimate, increase employee engagement, and spur professional development.• Oversees a U.S.-based program that interviews customers, crafts engaging stories that express how they credit a vehicle being integral to and/or saving their life, and consults with legal team to ensure compliance when posting stories to portal used by 1,500+ employees daily; Results provided for increased customer story viewership by 250 percent with certain stories being selected as an vital part of the brand immersion experience at the Mercedes Benz museum.

Montvale, New Jersey

Creates customer loyalty, promotes retention, and resolves escalated issues directed to headquarters from 350 independently owned and operated dealerships. Collaborates with dealerships, customers, and internal departments to facilitate the best and most effective solutions that drive customer satisfaction and retention. Liaisons and serves as decision maker with luxury brand customers daily on behalf of the president and the executive management team. Demonstrates a commitment to excellence while negotiating, distributing, and managing a budget based on policy and individual research. • Manages customer inquiries and/or concerns that have escalated via a variety of communication methods; consults with customers to understand their issue related to products, services, recalls, sales, warranties, legal issues, public relations and more, and devises appropriate action.• Accurately documents and updates customer/vehicle information within internal data systems; ensures complete documentation of customer contact while correcting and updating as required.• Researches and analyzes all aspects of escalated cases while determining the need to involve dealership or field representatives; investigates customer and vehicle details, engages in positive outreach to necessary departments, and collaborates when appropriate with dealerships and field personnel in order to win trust and build consensus.• Capable of negotiating a successful resolution with dealer and corporate personnel, field representatives, and customers; effectively communicates the value of customer retention to all internal and external stakeholders by winning customer trust and loyalty, driving business to dealerships, and positioning the dealer as the “business of choice” with the customer.• Recognized by CEO Stephen Cannon with the President’s Award in 2015; heralded for going above the call of duty and exemplifying what makes MBUSA a market leader and Daimler a global brand.

Parsippany, New Jersey

Developed and launched a new call center to support physicians with pharmaceutical needs. Oversaw a team of 20 remote representatives tasked with addressing and resolving concerns as well as providing valuable information sessions. Trained team members in effective use of Salesforce.com and Five9. • Wrote scripts used by representatives when coordinating conferences and webinars to update physicians on services, products, and procedures.• Orchestrated hiring and on boarding of new representatives; developed training manuals for processes and standard operating procedures. Coached team members to improve performance, productivity, and customer service.• Served as the point person for vendor relationships with companies such as Novartis and Ogilvy Common Health to enhance communication and acquire informational materials regarding prescription medications and other medical services.• Reviewed representative calls to evaluate performance, provide constructive feedback, and recommend targeted strategies for improvement.• Managed printing and distribution of all collateral for webinars and conference calls in addition to advertising to promote events.• Organized creation of branded materials to promote brand awareness and improve communication.

South River, New Jersey

Launched the reverse mortgage department at Integrity Funding expanding the portfolio of available services. Prospected for new lenders, generated leads, and conducted meetings to secure new clients. • Presented information sessions throughout the community to promote services and directed marketing for events.• Conducted needs assessments and devised tailored presentations to gain buy-in from prospective clients. Led negotiations and closings for new accounts.

Spencer, Massachusetts

Represented the Taggies brand and products at major events and trade shows throughout the country. Served as a product line expert and educated customers and companies about the benefits of selecting Taggies products. Presented new product lines and assisted clients with ordering process.

Marlboro, New Jersey

Old Bridge, New Jersey

Directed executive level interviews for market research projects encompassing recruiting, surveying, interviewing, and leading discussions with Fortune 500 corporate representatives. Moderated focus groups to identify purchase behaviors, product needs, and market insight.

New York, New York

• Series 7 and 63 Licensed, National Association of Securities Dealers (NASD)

B.A, Business Economics

Concentration in Speech

Master Of Business Administration (M.B.A.)

Concentration in Leadership