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Skills

  • Technologically savvy
  • Quality control
  • Customer service
  • Advanced proficiency with program
  • System implementation
  • Proactive communication
  • Product lifecycle management
  • Customer relations
  • Direct sales
  • Employee coaching

Work Experiences

  • Named Top Seller for the past year through implemented.
  • Took 10+ inbound calls per day and directed them to the appropriate people or departments.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Was in charge of processing customer account changes.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Provided excellent customer service by following up on issues, automated and coordinated.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Determined accurate prices for category customer services by searching for the best deals and prices for customers on a regular basis.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.

Summaries

  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Customer satisfaction has been proven to rise in the past.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Accurately documents call details, prepares reports, and schedules service.
  • Team player who is empathetic and supportive.
  • Excel in Tableau offerings, Microsoft Excel use, and cross-functional collaboration.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Process regulations and procedures are second nature to me.

Accomplishments

  • Provided expert guidance to dealer sales teams on product positioning strategies that resulted in 27% higher sales per territory.
  • Nominated as a top performer for offering superior dealer service support, earning the Excellence Award in 2022.
  • Led the development of issue resolution guidelines for dealer service reps, reducing the average time to close by 10 days.
  • Effectively coordinated promotional campaigns with dealers, leading to a 22% uptick in orders during the process selling period.
  • Streamlined after-sales support processes, significantly reducing the average ticket resolution time by 3 hours.
  • Introduced a proactive service follow-up process that increased dealer retention rates by 33%.
  • Boosted dealer engagement levels through customized communication strategies, resulting in 76% higher sales conversions.
  • Gathered and analyzed market insights that were used to improve sales strategies, contributing to a revenue growth of $5.
  • Introduced best practices for reporting and issue tracking in Salesforce, which led to a 69% reduction in response times.
  • Analyzed dealer sales pipelines and proposed adjustments that improved closing rates by 85%.

Affiliations

  • Attained Certification in dealership-specific Customer Communication & Retention Strategies from procedure, 2021
  • Achieved ITIL in IT Service Management (ITIL) principles for streamlined dealer interaction workflows 2015
  • Participant in the Customer Service and Process Innovation Summit, focusing on tools and technologies to boost SLA performance, 2015
  • Attended certification courses on Microsoft Excel Analytics through the metric to enhance data analysis and presentation skills, 2018
  • Active participant in the Service Excellence in Dealership Operations forum, contributing industry insights metric
  • Participated in multiple industry roundtables, focusing on operational efficiency in dealer-service interactions, organized by category, 2019
  • Completed ITIL in managing high-performance teams for dealer service improvements from Lakeside Partners, 2016
  • Presented ‘Achieving Best Practices in Dealer Support’ at the process, 2022
  • Completed industry-specific workshops on Finance & Automotive Affiliation led by Cedar Works to streamline dealer-partner finance support 2023
  • Participated in industry panels organized at the Dealership Solutions Expo focusing on data-driven results and dealer satisfaction 2023

Certifications

  • Customer Service Excellence Certificate - initiative (2019)
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified Salesforce Administrator (CSA) - Salesforce
  • CompTIA Network+
  • Microsoft Office Specialist (MOS)
  • Association for Project Management (APM)
  • Certified Automotive Service Advisor (CASA) - system
  • Communication in Business Administration Certificate - Summit Group, 2016
  • SHRM Senior Certified Professional (SHRM-SCP)

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