Douglas Ferrell Email & Phone Number

Greater New York City Area

Jersey City, Nj

• Provided leadership, coaching and motivation for up to 20 associates; conducted 1:1 meetings and team training/frequent consistent check in’s to develop and improve associate performance• Prepared weekly performance reports outlining associate performance in quality, efficiency and attendance• Achieved and maintained Customer Care service level targets of 90% or higher; managed attendance and ensured team adherence/conformance to maximize associate availability • Assisted Customer… Show more • Provided leadership, coaching and motivation for up to 20 associates; conducted 1:1 meetings and team training/frequent consistent check in’s to develop and improve associate performance• Prepared weekly performance reports outlining associate performance in quality, efficiency and attendance• Achieved and maintained Customer Care service level targets of 90% or higher; managed attendance and ensured team adherence/conformance to maximize associate availability • Assisted Customer Care Managers and Quality Assurance & Training in the development and refinement of department methods, policies and procedures• Championed daily Gemba Walks and Pulse Walks; reported trends and interaction drivers to management/leadership team• Prepared and delivered 90-day and annual performance appraisals to direct reports• Participated in 1:1 and group interviews during hiring process for prospective employees along with onboarding new hires • Resolved public-facing customer issues as part of the Social Media team (Facebook, Twitter, Instagram) via Hootsuite tool • Approved time (payroll) entries via ADP platform• Facilitated management training and “VOICE of the Customer” sessions with various team members across the organization for company-wide initiative geared towards identifying ways to improve the customer experience Show less

Jersey City, Nj

• Provided support as a Subject Matter Expert to new hires and existing associates• Entrusted with task of floor support and leadership for customer care team during absence of supervisors and managers• Answered customer call and email interactions related to products and services offered on company websites• Investigated and resolved account-specific issues related to order shipment

Montvale, Nj

• Handled all inbound customer inquiries into the Customer Assistance Center including but not limited to the following: Roadside Assistance, Customer Care, Product/Service inquiries, Roadside program guideline inquiries • Responded to customer concerns regarding assistance and escalated to Customer Care/Management Team as needed• Interacted with dealer personnel/ third party partners in order to resolve customer concerns, followed up on roadside pages, etc. Clarified procedures, and… Show more • Handled all inbound customer inquiries into the Customer Assistance Center including but not limited to the following: Roadside Assistance, Customer Care, Product/Service inquiries, Roadside program guideline inquiries • Responded to customer concerns regarding assistance and escalated to Customer Care/Management Team as needed• Interacted with dealer personnel/ third party partners in order to resolve customer concerns, followed up on roadside pages, etc. Clarified procedures, and other related follow up on customer queries Show less

Tucson, Arizona

(Formerly Cross Country Automotive Services)• Provided leadership in a department called ‘Ultra-Premium’ whose client base included Bentley, Rolls-Royce, Aston Martin, Mercedes-Benz, Audi r8, Nissan GTR, Toyota VIP, Subaru VIP and Audi-Volkswagen VIP• Delivered extraordinary customer service to members and enhanced the member's experience • Maintained a high level of service and exceeded performance targets for quality, handle time and member satisfaction scores

Tucson, Az

(Formerly Cross Country Automotive Services)• Investigated customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues• Determined quality problem resolution and negotiated with dealers to gain their acceptance - intervened with field office and/or National office to assist in resolution as required on a case-by-case basis• Answered all service calls and documented as appropriate using client's case… Show more (Formerly Cross Country Automotive Services)• Investigated customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues• Determined quality problem resolution and negotiated with dealers to gain their acceptance - intervened with field office and/or National office to assist in resolution as required on a case-by-case basis• Answered all service calls and documented as appropriate using client's case management system - this included but was not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions, incentive info, media complaints, reimbursement requests, cross-border clearances, audio and radio code clearances and roadside assistance direction• Preserved and maintained ongoing customer relationships with Hyundai dealers, regional staff, District Parts & Service Managers and District Sales Managers• Researched product inquiries and provided consistent and efficient follow-through on all customer concerns that required further investigation Show less

Microsoft Office Suite

Refresher and enhancement training for Microsoft Word, Microsoft Outlook, Microsoft PowerPoint and Microsoft Excel

Logistics, Materials, And Supply Chain Management

Certification for CSCMP (Council of Supply Chain Management Professionals) *Supply Chain Management Principles Certification *Warehousing.

Communications