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Skills

  • Business development understanding
  • Client feedback analysis for service enhancement
  • High-energy attitude
  • Product organization
  • Office equipment proficiency
  • Microsoft Office expertise
  • Quality control
  • Credit card payment processing
  • Direct sales
  • Collaborative communication with service advisors

Work Experiences

  • Customers were contacted about service upgrades, new metric services, and account changes.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Consistently outperformed my daily credit card application goals.
  • Trained 9 new employees in procedures and policies in order to improve team performance each quarter.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Conducted customer interviews for standard issues and provided feedback to the management team.
  • Ranked as the most effective in streamlined out of 10 representatives.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.

Summaries

  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Trained in the use of Microsoft Excel and has in-depth knowledge of risk assessment.
  • Mentoring and coaching skills in a dynamic professional.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Service Greeter with 7 years of experience resolving customer complaints and inquiries.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Service-oriented and quality-focused, with 4 years of Customer Service experience and a track record of success.
  • Customer Service Representative with extensive experience in the metric industry who is friendly and dedicated.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Excel in HubSpot offerings, Workday use, and stakeholder engagement.

Accomplishments

  • Created and distributed parking and check-in instructional material for customers, reducing confusion and expediting the intake process by 9 minutes.
  • Was instrumental in the development of a wait-time alert system, reducing customer irritation and improving overall service satisfaction by 36%.
  • Efficiently managed incoming phone calls during peak periods and scheduled additional appointments, helping maintain a 95% on-time service rate.
  • Stayed up-to-date on product recalls and service bulletins, ensuring timely customer communication and a 49% increase in service appointment bookings.
  • Managed high daily customer traffic at the showroom by implementing proactive engagement tactics, reducing wait times by 78% during peak hours.
  • Responded to inquiries regarding service plans with an upsell conversion rate of 35% after completing training in advanced sales techniques.
  • Responsible for engaging customers during wait times with updates and information, which helped reduce frustration and increased customer satisfaction by 18%.
  • Assisted in developing customer satisfaction surveys and acted on feedback to improve greeting processes, resulting in a 62% boost in overall customer experience ratings.
  • Collaborated with the marketing team to circulate special offers to regular clients, driving a 34% increase in service sales revenue during promotional periods.
  • Trained in using ServiceNow for scheduling and service tracking, contributing to a smoother operation with timely recording of all service activities.

Affiliations

  • Certified in Digital Customer Service Experience through framework, focusing on implementing digital transformation at the service desk.
  • Volunteer with the Youth Automotive Service Enthusiasts (YASE) club, teaching communications and customer relations skills in dealerships for service employees.
  • Participated actively in Automotive Aftermarket Suppliers Association (AASA) initiatives focused on leveraging technology to better inform and serve customers.
  • Completed multi-lingual customer training courses through Spanish Enthusiasts Network, aimed at enhancing multi-lingual customer engagement.
  • Volunteered with the National Retail Federation (NRF) to support #ExperienceMatters campaigns, gaining insights on improving customer service touchpoints.
  • Registered participant in the Service Advisor Solutions Forum at framework, enhancing knowledge on best practices for vehicle intake and customer management.
  • Member of Automotive Service Management Professionals Association (ASMPA), attending workshops for implementing best practices in customer interaction.
  • Attended system on Digital Innovations to Improve Service Efficiency, hosted by the International Greeters Association.
  • Achieved Scrum Master from the Professional Training Association (PTA) in Upselling and Performance Tracking, relevant to service station roles.
  • Participated in a yearly seminar on Excellence in Customer Handling Skills offered by the World Automotive Service Forum (WASF).

Certifications

  • Positive Customer Engagement Strategies (PCES) Certification
  • Conflict Resolution and De-Escalation Certification - Ironclad Systems
  • CPR and First Aid Certification - Cedar Works
  • SAP Certified Application Associate
  • Microsoft Office Specialist (MOS)
  • American Academy of Financial Management (AAFM)
  • Certified Automotive Greeter (CAG) - Beacon Labs
  • POS System Proficiency Badge - process
  • Certified Hospitality Specialist (CHS) - Vantage
  • Workplace Communication Proficiency Certification - Cedar Works

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