Michael Harris Email & Phone Number

Los Angeles, California, United States

Los Angeles, California, United States

Long Beach, California

Torrance, Ca

Developed a business growth strategy and programs for customer retention. Created responsibility roles for each member of the BDC team with measurable goals. Implemented new process for customer appointments and follow up which increased the CSI score by 5% for the dealership Promoted from Service Advisor in November 2017

Van Nuys, Ca

Primary contact for service customers via telephone and in person. Prepared written estimates for service work and parts. Act as a liaison between the customers and technicians. Track service/work orders and follow up in a timely manner with internal and external customers. Recognized by Audi of America as top Service Advisor during tenure.

Rochester Hills, Mi

Worked closely with Audi AG, our authorized dealerships, customer relations advocates, regional field teams, and internal departments to make certain that the CARE Center provides Tier one service to all customers (internal/external) by ensuring that all corporate and team objectives were met.Provided analytical data on customer interactions with the CARE center to stakeholders which allowed us to determine the best course of action in resolving customer concerns.Effectively addressed executive cases provided by leadership at Audi AG and Audi of America and produced executive summaries of all actions taken.Analyzed monthly goodwill budget reports with Regional Leadership and Product teams to determine any trends or quality issues.Participated in focus groups to ensure continued engagement of phone staff by helping to develop an associate empowerment program. Assisted in special product development programs during initial launch of certain vehicles to guarantee customer satisfaction.Directly contributed to Audi’s increase in the JD Powers survey on customer satisfaction by meeting CARE center metrics and through constant process improvements.

Rochester Hills, Mi

Participated in the interview process of new hires and internal promotions.Facilitated an empowerment program to associates which highlighted their ability to make sound business decision.Created weekly excel reports for employee staffing to meet call center metrics.Mentored and worked collaboratively with junior advocates and select internal departments to increase customer satisfaction.Interacted daily as a strategic partner and advisor with brand members and team leaders. Handled all escalated customer contacts via phone, mail and email. Utilized French language skills to work with our customers, authorized dealerships and field personnel in Quebec, CA.Exceeded call and case quality monitoring scoring by achieving over 90%.Consistently exceeded inbound/outbound call expectations of 30 calls per day.

Ann Arbor, Mi

Data Analyst and Content Acquisition Lead for Music and Video products on the Borders.com websiteManaged the content and acquisition of data from certain music labels and video distributors for the borders.com website.Developed excel programs to streamline the content acquisition process from one week to two days.Cultivated relationships with field and corporate sales representatives to increase the content on the website.Conducted weekly analysis of website content to ensure the quality of the data related to new release material.Reviewed and evaluated relationship with data provider and vendors and became focal point of contact.Analyzed and compared information from the website to similar sites to ensure we are meeting customer expectations in terms of variety and information for each featured product.

Bachelor'S Of Art, English, French

French

Business