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★ Worked in the 330,000 square foot flagship store in a newly-created position to safeguard and grow the company’sreputation for excellence. Directed a 10-person team in the Customer Experience and Hospitality departments, with anannual budget of $250K.★ Contributed to the success of a location driving $200M in annual sales, sustaining a customer retention rate of 80%.★ Continually measured the quality of the customer experience, gathering information from all departments.★ In less than one year in this role, achieved the highest performance metrics in two years for customer service follow-up.★ Credited with managing a Concierge Team that established a level of service that has been adopted as a standard bythe group.★ Led a restructuring of the CustomerONE department to achieve $150K in savings.Company/Organization: Mercedes Benz ManhattanPosition/Title: Hospitality Service SupervisorLocation: New York, NYDates of Employment: 2011 to 2012★ Responsible for forming a new Hospitality Service Team dedicated to meeting the needs of internal and externalcustomers.★ Hired and led a six-person team, setting a new standard of excellence in customer service for the organization.★ Developed and deployed tools and support frameworks to ensure the delivery of exceptional customer service.★ Maintained a key scorecard at the Green level, translating into $250K in annual revenue.