Customer Experience Leader

BRANDON PINTAR

Phone: 734-***-**** E-mail: *************@*****.***

Twitter: @brandon_pintar LinkedIn: Brandon Pintar

WORK EXPERIENCE

Bosch Automotive Service Solutions (formerly SPX Service Solutions), Livonia, MI 08/2009 – Present Customer Experience Leader 04/15 – Present

Head of customer experience program for North American group

Deployment of multi-channel voice-of-customer strategy through surveys (transactional and relational), social media analysis, and ethnographic interviews

Customer journey mapping and atlas creation to combine internal/external interview feedback, survey data, and customer emotion, resulting in actionable insights based on moments-of-truth

Employee engagement from executive-level to individual contributor, for the purpose of building empathy and creating collaboration across functional silos

Evangelism of customer experience benefits through executive engagement, direct employee interaction, and active blogging in internal social network platform

Led global deployment of NPS as the standard metric for tracking customer satisfaction Sub-Team Leader – Division Redesign Initiative (concurrent with present role) 12/2014 – Present

Sub-team leader for target culture behavior portion of division-wide agile restructuring project

Aid in development of global KPIs related to customer satisfaction and emotional safety among employees and leaders

In-depth collaboration with diverse global project team including members from multiple global regions

Synthesis of agile structure cultural elements, accounting for regional and divisional needs

Coordination with outside consultant to ensure successful long-term change management Manager – Customer Experience and Account Support 03/13 – 04/15

Led team of 11 individuals across two locations, providing advanced support for external customers, sales team, and contact center escalations

Ground-up development of customer experience initiative focusing initially on B2B and B2B2C channels

Customer relationship building through strategic collaboration with clients and identification/resolution of key pain points

Leadership of cross-functional improvement projects involving multiple hierarchical levels

Development of scorecards for tracking key metrics and reporting-out to stakeholders

Implementation of lean enterprise within group, including creation of standard work, visual management boards, and use of a work pool to sustain continuous flow Account Manager – Business Development 05/11 – 02/13

Responsible for development of new business with stagnant accounts

(commercial/industrial/agricultural tools) with total revenue responsibility of ~$4M, handling both daily and program sales

Able to generate additional $500k from one of these accounts, resulting in assignment to two established multimillion dollar accounts

Duties included pricing/margin decisions, forecasting, identifying new sales opportunities, and managing relationship with customer from prototype development to after-sales support Team Lead – Diagnostic Technical Information 08/09 – 05/11

Led team of 8 individuals creating diagnostic service information on-site at client

Responsible for technical and process training of new hires

Accountable for creating, improving, and maintaining process/workflow instructions and methodology

Daily interaction and coordination with client to ensure high quality delivery of requirements EDUCATION:

Ohio Christian University, Circleville, OH Graduated 06/2014 Bachelor of Arts

Major: Organizational Leadership (Business), GPA: 4.0 KNOWLEDGE:

Proficient-to-Advanced in MS Office (Excel, Word, PowerPoint), Visio, SharePoint, IBM Social Intranet Platform, Adobe Acrobat, Business Objects, Baan ERP, Touchpoint Dashboard MEMBERSHIPS

Customer Experience Professionals Association (CXPA) CERTIFICATES/AWARDS:

Certified Customer Experience Professional (CCXP) 10/2015

Net Promoter Certified (Satmetrix) 07/2015

Lean Green Belt 05/2011

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