Derek Anton Email & Phone Number

Springfield, NJ, US

• Successfully developed, launched and managed retail operations in all six New Jersey Alternative Medicine (NJAM) office locations, while maintaining a high first year level of profitability.
• Responsible for the vetting, marketing and release of all retail products for NJAM and for training staff on products and procedures.
• Spearheaded the launch of an international call center team located in the Philippines, which included onboarding, training and oversight.
• Managed a team of six Tier 1 (International) and Tier 2 (New Jersey) call center associates. Responsible for the development and implementation of all call center processes, reporting and guidance, while ensuring a.
• Developed various presentations, marketing and sales materials, surveys and reports for NJAM.
• NJAM Educator and Product Specialist, teaching education classes and meeting with patients individually to provide guidance on products and use.

Cranbury, New Jersey, US

• Wrote and presented detailed product proposals and delivered effective sales presentations to customers.
• Responsible for the sizing/configuration, sales and support of standard and custom Kohler industrial emergency power generators, sound attenuating enclosures, automatic transfer switches (ATS), communication and power.
• Worked closely with electrical engineers to calculate critical life safety and standby electrical loads in new and existing construction (hospitals, office buildings, municipal water pump stations, etc.).
• Consulted the engineers and contractors on local and NEC code requirements (NFPA-110, International Building Code (IBC) seismic certification, etc.).
• Worked directly with contractors and engineers on bid/specification, private, and value engineering projects, primarily focusing on 1 meg of KW and below, diesel and natural gas fueled generators.
• Recent projects include generators supplied to: Univision, Philadelphia, PA; Reproductive Medicine Associates, Evesham, NJ; Philadelphia Museum of Art, Philadelphia, PA; Patient First, Voorhees, NJ; Cape May Prison.

Woodcliff Lake, NJ, US

• Provided support to the Pre-Owned Sales department through special projects, analysis and reporting.
• Conducted analysis and pricing on BMW Certified Pre-Owned and MINI NEXT warranty and maintenance plans.
• Responsible for dealer pre-owned warranty transfer related inquiries, upgrades, debits and credits.

Woodcliff Lake, NJ, US

• Supported the Eastern Region Aftersales team through special projects, analysis, reporting and events.
• Developed presentations to drive the service and parts business, as well as promote quality in service initiation.
• Completed extensive training with internal business partners associated with Aftersales (e.g. Parts, Warranty, Legal, etc.) to successfully support the region.
• Developed best practices and training materials for online appointment and mobile service scheduling.
• Trained dealer personnel on BMW Teleservice systems and shared best practices for increasing service retention and growing the service and parts business.
• Participated in 60+ dealer visits to promote service and quality initiatives meant to drive parts and service sales and improve J.D. Power Customer Service Index (CSI) scores.

Woodcliff Lake, NJ, US

• Managed a team of 24 executive customer relations representatives at BMW Group’s U.S. headquarters, ensuring a premium customer experience while adhering to corporate guidelines. Reduced initial response time to.
• Managed relationship between headquarters and national call center comprised of an additional 50 customer relations representatives.
• Responsible for the development, implementation and maintenance of internal processes, systems and performance matrices used to ensure the highest level of customer service and satisfaction for BMW products.
• Built alliances and established collaboration efforts with internal (e.g. Legal, Warranty, Marketing, Sales, Technical Services, Regional Field Teams) and external business partners.
• Successfully planned and executed special customer initiatives (e.g. outbound call / mail campaigns) on behalf of internal business partners.
• Developed and managed outbound customer contact initiative, which was recognized by the CEO for helping to improve J.D. Power Initial Quality Study (IQS) scores in several areas during the launch of the all-new BMW 3.

Woodcliff Lake, NJ, US

• Responsible for the resolution of all escalated BMW and Husqvarna motorcycle customer matters including special product investigations.
• Managed two motorcycle customer relations (CR) representatives.
• Provided guidance to the national call center on proper CR procedures and motorcycle product training.
• Negotiated settlements with customers and/or their attorneys for pre-litigation product liability claims and reacquisition demands associated with BMW and Husqvarna motorcycle customers in the U.S.

Woodcliff Lake, NJ, US

• Investigated and verified safety related customer concerns and negotiated settlements or insurance subrogation claims to maximize BMW Group’s brand equity.
• Worked closely with Legal and Product Analysis departments, Regional field teams, and BMW / MINI / Motorcycle dealers to expedite resolution of complex and sometimes volatile customer claims.
• Gathered information from customers and coordinated inspections through the Product Analysis and National Field Service Engineers to investigate safety related concerns.
• Prioritized case workflow to effectively complete tasks without compromising steps necessary to close files in accordance with Special Product Investigation protocol.

Woodcliff Lake, NJ, US

• Provided professional, fast, thorough customer service through communication and follow-up to claims.
• Liaised between customers and internal departments (e.g. Legal, Field Team, Product Analysis) to resolve customer inquiries/complaints and prevent further escalation.
• Created responses to incoming customer correspondence via telephone, emails and postal mail.

• Managed a commercial territory with over 50 accounts in Northern New Jersey.
• Responsible for customer service, product (digital office equipment, supplies and business software) and technical application knowledge.
• Spearheaded the introduction and sale of document imaging and archival software within the Northern NJ office.

• Delivered excellent customer service and consistently met or exceeded monthly sales quota.
• Created a positive relationship with clients which enabled repeat sales.
• Increased sales through the development of creative marketing materials.
• Maintained relationships post-sale to ensure customer satisfaction and referrals.