- Mini-MBA: Customer-Centric Management
Alumni Spotlight: Andrew Kitsopoulos
Andrew Kitsopoulos is the Director of Programs, Buy Back, for PCS Wireless. He engages directly with some of the largest global consumer electronics organizations to assist with their trade-in programs. His daily focus is to drive positive outcomes for the client and high value for their customers. This means analyzing current and developing new key metrics to maximize efficiencies and address a constantly changing marketplace. Andrew leverages this to expand lines of business and the global footprint of trade-in activities for PCS Wireless.
How has your learning been applicable in your current role?
I was able to apply what I learned and experienced from the Rutgers Mini-MBA immediately to the organizations I worked for thereafter. I utilized new terminology and processes that enabled these organizations to bring the customers journey and voice more deliberately into the decision-making process and across all departments.
What motivated you to pursue this program?
I was at a crossroads in my career where I felt I had to significantly upgrade my skill set to provide the type of value to an organization I thought was essential. The way business was being done and customers were being cultivated was rapidly changing due to globalization, technological advances and changing consumer behaviors. The timing was right to elevate my understanding of how the customer-centric organizations were winning. This course and the tremendous amount of credibility Rutgers has in the business world made the choice to take the plunge easy.
How has completing this program helped you to be more effective in your career?
Upon completing the course, I secured a position with Azure Knowledge Corporation as the Director of Field Operations. I immediately added value by bringing what I learned from this course into the organization's central structure. It was an opportunity to develop additional business by executing at a high level for our customers, gaining their trust, and then figuring out where else we could assist. Armed with the knowledge that the closer we get to our customers the more value we can offer led to the elimination of many activities incongruent with this approach. We were guiding the client's thinking in a way that helped them gain more value, and our team started to see that every action taken could be connected back to the customers growing satisfaction. I currently utilize the same approach in my role with PCS Wireless as foundational to growing the business.
What does the term “Reinvent” mean to you?
Reinventing for me starts with taking a step back and then taking a highly critical look at how I am doing overall as a person, husband, father, friend as well as in my profession. It is crucial to get feedback from those who you know and have worked with, especially those you may not want to hear from. This may be uncomfortable, but it leads to insights about yourself that you will not get on your own. From there, you can look at what you can do to address shortcomings and to build on strengths. Put a plan in place to make it happen and positive reinvention will come.
What does the term “Lifelong learning” mean to you?
Lifelong learning means being inquisitive on a day-to-day basis. To seek out information available in the forms of books, articles, and the internet and of course, live people to get educated about my industry and business in general. Also, to pursue subjects and activities outside the business world. Ultimately, actively pursuing expertise in all areas and continuously asking questions allows me to expand my world and hopefully the positive influence I can have on it.
In looking back on your program experiences, what stands out to you?
I thought the instructors were great. They had the right balance maintaining pace while allowing discussions to dig deeper into topics. My classmates came from a diverse group of organizations, positions, and responsibilities enabling many valuable perspectives to be heard. The industry experts that came to speak shared dynamic real-life and up to the minute information that I found to be highly valuable.
What advice would you give to fellow professionals or colleagues that might not have considered this type of program?
My advice would be to take advantage of these courses to keep yourself relevant and in a position to add value. The industry experts that speak are such a great resource and will become an important part of your network. The program design and environment are very well thought out and conducive to maximizing student success. I would encourage everybody to attend as many of these courses as possible within their industry as well as outside to keep up and hopefully get ahead of an ever-changing and complex world.