Bridgestone Retail Operations, Llc Work Values

Daily Duties at Bridgestone Retail Operations, Llc:

Developed and introduced initial Voice of Customer experience survey program, providing measurements to focus on improvement, resulting in development of mystery shops and image audit compliance programs. Resulted in improved overall customer satisfaction scores of 8%, a contributing component of generating 12% increase in customer count over a 5 year period Developed and managed phone script and mystery phone shop program Firestone rating increased from #14 to #2 in the J.D. Power Overall Professionalism Rating a Salesperson on the Phone within 18 months Consolidated all field phone shop programs resulting in annual savings of $100,000. Implemented and managed recognition program identifying field employees for achievement in reaching 100% scores on Customer Experience surveys. Program recognized 1,758 individual employees, 23% of our workforce, over 21 months Project Manager for rolling out enterprise-wide, standardized operational business process to over 2,100 stores. The program entailed engaging an operational field team of 6 employees plus multiple contractors. Held each team member accountable for achieving brand and performance goals Instrumental in reducing contractor expenses by 34% or $2.8M over a 2 year period by implementing a total overall budget sign-off process Project Manager for initial Customer Experience Initiative consisting of field education, cultural alignment, enhanced customer interaction, data driven teammate recognition programs and specific coaching of under performing stores.

What they like about Bridgestone Retail Operations, Llc:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Customer Experience Management, Six Sigma Black Belt, Results Oriented, Analytical, Mystery Shop Program Management, Voice of the Customer Program Management, Recognition Program Design, Recognition Program Implementation, Mentoring Committee Chairperson, Women's Business Council Communications, Business Operations, Training Experience, Financial Acumen, Organizational Skills, Operational Strategies, Process Standardization, Budget Management, Microsoft Suite, MBA in Marketing, BSC in Accounting, Project Management Professional (PMP), Certified Public Accountant (CPA), Chicago Area, Northwest Indiana, Senior Level Manager, Presentation Skills

Skills

Customer Experience Management, Project Management, Operational Processes, Detailed Analytics, Presentation Skills, Business Operations, Training, Finance, Six Sigma DMAIC, Marketing, Strategic Development, Implementation, Budgets

These are some of the questions we asked our climbers about their experiences with Bridgestone Retail Operations, Llc: