Eric Rook
About Eric Rook
Eric Rook is a Concession Process Manager at Vroom, where he has worked in various roles since 2014, including Technical Lead and Customer Experience Manager. He focuses on improving operational processes and leveraging data analytics to enhance customer support and financial performance.
Current Role at Vroom
Eric Rook currently serves as the Concession Process Manager at Vroom, a position he has held since 2023. In this role, he focuses on optimizing concession processes to enhance operational efficiency. His responsibilities include identifying gaps in processes, training, and communication that may negatively impact support operations. Eric leverages data trends and analytics to drive improvements within the organization.
Previous Experience at Vroom
Eric Rook has held multiple positions at Vroom, contributing to various aspects of customer experience and operational management. He worked as a Technical Lead in Customer Experience from 2020 to 2022, where he developed strategic partnerships with industry vendors to reduce costs in post-sale customer operations. Prior to that, he served as Associate Manager of Concessions - CX from 2022 to 2023, and as a Customer Experience Manager from 2019 to 2020. His tenure at Vroom began with his role as Service Drive Manager from 2014 to 2018.
Professional Background
Before joining Vroom, Eric Rook worked as a Recruitment Consultant at TRS Craft Services from 2018 to 2019 in the Houston, Texas area. This role involved recruiting talent and managing client relationships. His diverse experience across different roles has equipped him with a comprehensive understanding of customer experience and operational processes.
Education and Qualifications
Eric Rook studied at the University of Houston, where he earned a Bachelor of Science (B.S.) degree. His educational background provides a foundation for his analytical and strategic approach to managing customer experience and operational processes in his professional roles.
Skills and Expertise
Eric Rook specializes in utilizing CRM tools to create reporting and dashboards that provide business insights. He focuses on creating processes that balance financial health with a customer-centric approach. His expertise includes identifying operational gaps and implementing training programs to enhance communication and support operations.