Brad Bittner Email & Phone Number

Reston, Virginia, Us

Manages customer service teams ($50M budget, 400+ employees) & vendors. Detroit, Portland, Chicago, & remote employee contact centers process inbound customer service calls, online inquiries, consumer credit bureau analysis, customer support, titles, payoffs, financial accounts, & end of lease operations. Directs regulatory compliance.Notable Contributions: • Uses customer data & external intelligence to create customer experience strategies, evolve processes, adapt to industry trends, & promote customer loyalty. • “Great Places to Work” certification (2 yrs.): promoted vibrant cross-site culture, performance, engagement, & continuous learning.• Leads scoping, vendor procurement, contact center technology & omni-channel solutions deployment (data-based call routing, virtual hold/call-back, SMS texting, chats, & online self-service). • Executed Business Process Outsourcing strategy: RFP vendor bids, vendor onboarding & audits, relationship management, & regulatory oversight. Outsourced supplemental staffing, vehicle inspections, title management, & print communications. Projected 5 year $11.2M savings on supplemental staffing & improved agility to scale capacity to work volume.• Led Shop Floor Management Program to improve productivity. Achieved initiatives like Pro Gemba daily performance reviews, real-time data efficiency reports, standardized coaching, new call scripts, enhanced employee recruiting, & customer-centric KPIs. Reduced phone agent avg. call times by 45% & annual labor cost by $1.5M+.• Deployed Gartner Effortless Customer Experience® QA program (call monitoring, customer surveys, employee coaching models). Achieved 8 pt. Net Promoter increase & 15% Agent Customer scores in one year.• Led strategy to realign VWGoA Customer Service structure, capabilities, & roles to improve customer experience. Led change management messaging, role design, financial case modeling, recruitment, & executive leadership communications. Impacted 300+ roles.

Reston, Virginia, Us

Led 90+ member Collections team including Section Managers and Supervisors, to achieve KPIs for consumer finance delinquency management, asset resolution, vehicle recovery, and bankruptcy mitigation. Managed $3.5M department budget. Prepared expense plans and recommended adjustments, monitored vendor performance, and initiated process improvements to produce cost savings.Notable Contributions: • Partnered with Legal/Compliance, IT, and outside counsel to develop strategies and technology solutions that minimized loss, improved efficiencies, and maintained regulatory compliance.• Championed employee engagement programs. Recognized through employee feedback for active involvement in coaching, employee development, incentives, effective communications, and responsive leadership.

Reston, Virginia, Us

Managed End of Term customer experience. Led 70+ member team. Supported Volkswagen/Audi special programs and product sales. Optimized customer direct sales and off-lease vehicle financing programs. Managed dealer off-lease vehicle online purchase sites, online support provider (OPENLANE), and dealer purchase arbitration process.Notable Contributions: • Project leader for onboarding, process development, and dealer-initiated customer loyalty strategy segments of internal dealer CRM implementation initiative.• Drove extended service contracts sales through effective vendor relationship management (Century Warranty Services) to produce $1M+ ancillary gross profit.• Key contributor/leader in partnership with Audi Brand and Gartner Consulting to facilitate Customer Journey Map. Produced comprehensive End of Lease process improvements (new inspection vendor, online inspection scheduling, industry-aligned Excess Ware and Use changes, new dealer CRM solution, and customer-friendly final lease invoicing).

Reston, Virginia, Us

Managed capacity plans and 75+ member team, developed talent, and led team performance to achieve customer care goals. Notable Contributions: Engaged in customer experience initiative planning for programs including Volkswagen Credit, Inc. Consumer Online launch, Interactive Voice Response (IVR) phone system redesign, Pay by Phone agent application, electronic invoicing, and employee online knowledge base. Facilitated employee engagement through effective employee selection processes, merit increases and bonuses, incentive program development, and developmental task/project assignments.

Reston, Virginia, Us

Managed relationships with 20 Volkswagen, Audi, and Bentley dealerships in District 38 Washington Area to maintain profitability, operating standards compliance, and resolution of wholesale-relevant issues such as payment delinquencies and inventory discrepancies.

Reston, Virginia, Us

Contributed to finance floorplan audits, equity verifications, and takeovers for Rocky Mountain/Central Region wholesale Volkswagen and Audi dealers to identify moderate to significant financial loss risk areas.

Reston, Virginia, Us

Generated customer credit decisions and exceptions. Utilized responsible methodologies to produce determinations that supported dealers’ profit and service level targets.

Reston, Virginia, Us

Supervised, coached, and developed 14 member team. Analyzed trends, implemented improvement plans and communicated department/company goals.

Reston, Virginia, Us

Reston, Virginia, Us