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Skills

  • Product lifecycle management
  • Collaborative promotional strategy development
  • Client training and knowledge transfer
  • Customer service
  • High-energy attitude
  • Shipping and receiving understanding
  • Stockroom procedures
  • Cross-functional team collaboration
  • Technologically savvy
  • Continuous process improvement

Work Experiences

  • Was in charge of mentoring junior team members and managing employee relations.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.
  • Collaborated with managers to create service improvement plans.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Provided translation services for a 12-person team to meet the needs of Japanese-speaking customers.
  • Shared detailed information about Tableau options to assist customers in making decisions.
  • Increased retail sales by 4% and increased customer traffic by 15%.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.

Summaries

  • Detail-oriented, quick to respond, and adaptable to changing circumstances.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Customer satisfaction has been proven to rise in the past.
  • Effective Dealer Service Representative with 14 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Well-versed in the products, services, and consumer trends of the Retail.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Process regulations and procedures are second nature to me.
  • Excel in Tableau offerings, Microsoft Excel use, and cross-functional collaboration.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.

Accomplishments

  • Collaborated with marketing to launch region-specific digital ads, boosting regional dealer leads by 28%.
  • Assisted in the roll-out of new dealer incentive programs that increased average account purchase size by $7.
  • Collaborated with cross-functional teams to develop region-specific promotions, which led to a 66% increase in dealer orders.
  • Successfully handled high-level escalations for top dealer accounts, ensuring customer satisfaction scores of 36% or higher.
  • Streamlined after-sales support processes, significantly reducing the average ticket resolution time by 3 hours.
  • Automated dealer service correspondence using Salesforce, improving service efficiency by 38%. Received recognition for innovation.
  • Implemented sales tracking tools for dealer teams, improving the accuracy of sales forecasting by 80% points.
  • Created comprehensive rollout plans for new products across dealer networks, driving $11 in additional revenue in 6 months.
  • Analyzed dealer sales pipelines and proposed adjustments that improved closing rates by 85%.
  • Collaborated closely with accounts to anticipate seasonal order spikes, reducing stockouts by 62% during peak periods.

Affiliations

  • Member of the Customer Service Professionals Network (CSPN) process
  • Member of the National Automotive Service Task Force (NASTF), contributing to dealer service topics since 2023
  • Active participant in the Service Excellence in Dealership Operations forum, contributing industry insights metric
  • Certified in Conflict Resolution and Dealer Communication Best Practices by framework, 2017
  • Developed and led dealer service workshops for the method, specializing in post-sale support 2016
  • Completed certification course with Beacon Labs on Customer Relationship Management (CRM) Analysis 2016
  • Completed professional training in Product Knowledge and Application through category, 2021
  • Member of the Dealership Management Council (DMC) since 2022, actively sharing insights on customer engagement techniques
  • Attended certification courses on Microsoft Excel Analytics through the metric to enhance data analysis and presentation skills, 2018
  • Attended Retail Automotive Dealer Association (RADA) conferences focused on dealer support and satisfaction strategy 2022

Certifications

  • American Academy of Financial Management (AAFM)
  • Microsoft Office Specialist (MOS)
  • Project Management Professional (PMP)
  • Certified Salesforce Administrator (CSA) - Salesforce
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Automotive Service Advisor (CASA) - system
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Service Management Professional (CSMP) - Meridian
  • SHRM Certified Professional (SHRM-CP)

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