Stephen Grosso Email & Phone Number

This role is the result of an in-seat promotion from my previous role (Service Retention Specialist). In this position I work on the Service Operations team in VWGoA Aftersales. My key responsibilities in this role include managing major after sales retention programs for the VW brand including, but not limited to: Service Retention Bonus and Customer Mobility Contribution Program.In addition, I manage an expansive after sales data portal that is utilized by corporate employees and our entire dealer network. My responsibility is to keep this portal running smoothly and manage new projects that allow us to view data in new and efficient ways.Within this role I also manage our departments Quality Management System (QMS) and RISK ICS project. The objective of this position is to constantly be innovating and thinking of new ways to grow our dealerships market share in the after sales space, and increase customer retention in our service departments.

Herndon, Va

In this position, I worked on the Fleet Operations team within VWoA. My key responsibilities were managing the Customer Mobility Program (loaner car program), the VW Partner Program, and the VW Friends & Family Program. My role included marketing these programs to the regions, dealerships and field employees to increase participation and sales within the programs.

Washington D.C. Metro Area

As the Branch Manager I am fully responsible for the branch’s success and growth (both operationally and financially). My role demands I develop long lasting and personable relationships with accounts and clients to grow my insurance, corporate and retail segments. I am responsible for the development of the employees at my office and making sure we are setting the branch up to obtain the highest level of success. As Branch Manager I have quickly achieved top performing results and awards in my group based upon customer service, product sales, growth, cost control and overall profits.

Washington D.C. Metro Area

As Assistant Branch Manager, I am responsible for taking initiative to manage, coach and develop a team of 7+ employees. I provide accurate solutions to employees and customers in difficult and uncomfortable situations and in doing so, provide exceptional service to all customers and accounts. I communicate effectively with customers and executives through phone, email, and face-to-face interactions. I am responsible for making smart, complex decisions about our fleet and underwriting guidelines in order to drive profits, and grow the business at a high rate. During my time in this position, I have helped my branch win two Diamond Club awards based on growth, operating profit, sales, customer service and fleet occupancy.

Washington Reagan International Airport

Transferred to Washington Reagan International Airport in D.C. as a Management Assistant. While working at this branch, I contributed to helping the team win the company's most prestigious award, the President's Award. My role was to drive exceptional customer service and sales to increase profits accordingly and enhance our brand within this high volume airport location.

Burlington International Airport

Soon after my promotion to Burlington International Airport, I was interviewed for the promotion to Management Assistant. To prepare for the interview I was required to fully understand the four core areas of the business: profitability, growth, employee development and customer service. In addition, I had to analyze profit and loss statements and understand how to improve an under-performing branch.After successfully passing the interview, my responsibilities at the Burlington International Airport included: providing superior customer service to clients in the business/corporate segment, manage our fleet of vehicles to ensure they were in proper condition to rent, professionally handle customer service issues, train and develop new employees, and reach our required individual sales expectation.During my time at Burlington International Airport, I was ranked #1 on the Regional Airport Matrix twice, #2 twice, and during my final month, #4. I was recognized and awarded for my performance at multiple executive events and eligible for further promotions within the company.

Burlington, Vermont Area

In September of 2016 after my internship concluded, I was offered the Management Trainee position and promoted to the largest branch in Vermont. Operating at about three hundred cars, I helped run this business along with a satellite branch in another part of the state.I was responsible for delivering excellent, professional customer service and maintaining current business relationships while also developing new ones. I worked hand in hand with insurance agents and adjusters, auto body shops and also dealerships in order to grow our insurance segment of the business and drive profits. In this role, I was also responsible for driving sales and was consistently the top seller at my branch. These sales numbers directly impacted our customer service scores and we saw an increase in profits and customer satisfaction through my performance.I was consistently ranked in the Top 15 of the MT/MA performance matrix in a competitive region of 75 employees for 5 consecutive months. Our performance was evaluated on individual sales, days earned growth of the branch, customer service scores, and business leads.In February of 2017, my performance led me to a promotion at Burlington Int'l Airport's "Best of the Best" program.

Burlington, Vermont Area

As an Management Trainee Intern, I assisted in the operation and management of a one-hundred fifty vehicle fleet in an accelerated corporate environment. I was responsible for balancing a high level of customer service and professionalism to all clients and customers through telephone, email and face-to-face interactions. I sold protection for our vehicles and was competitively ranked on individual sales, business growth, and customer service scores of our branch. Out of a pool of 40+ interns I achieved #1 and #2 rankings many times and was consistently at the top half of the performance matrix.

Bachelor Of Science, Business Administration And Management, General

Activities and Societies: Teaching Assistant for BSAD 010: The Business Enterprise; Social Programming Committee Member - Inter-Residence.

Diploma