He has played a crucial role bolstering communication between the deliveries team and the retentions team, especially in relation to same day swaps/delayed returns. Nick has been receptive to suggestions from our team on how to optimize the retentions hand off, even if it means a bit more work, ie re-verifying customer demographics to ensure we have the most up to date information available.
I also am aware that Nick has been tasked with handling a large number of inbound sales calls, even those not directly related to retentions. His willingness to wear multiple hats is a testament to his character as a teammate/employee.
Direct Manager:
You prioritize building strong relationships with customers, ensuring their satisfaction, truly being Customer First, and adapt sales tactics to maintain high retention rates despite challenges like inventory shortages and rate increases (eg customer reservation tool).
You've effectively managed communication channels, including Alana emails and Zendesk, and established essential lines of communication between teams for retention updates (eg weekly B2B and OPS syncs).
You've been crucial in bolstering communication between the deliveries and retentions teams (esp. in relation to same-day swaps/delayed returns), open to suggestions and extra responsibilities for better service (eg re-verifying customer demographics), while also handling a variety of inbound sales calls.
As a key member of the retention team, you advocate for goals, question methods, and implement new strategies (eg customer reservation tool, extension process), and readily assist team members (also across Inside Sales and Retention), demonstrating efficiency and effective time management.
Coworker:
Nick's sales tactics need to be shared with the rest of the company. Regardless of the lack of inventory and rates increasing by $300 or more from last year, Nick has quickly adapted his sales tactics to push our retention rates. This is mainly because he is an expert in building relationships with our customer base and reminds them of all the benefits of our product.
Has shown great collaboration skills to improve goal alignment with other teams. Nick built a business case for a retention reservation tool and established bi-weekly syncs with the B2B team to battle against the lack of inventory and enable our team to reserve cars for our customers.
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