Knowledgeable and dedicated customer service professional with extensive experience in Customer Relations and Office Management industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Equipment safety
Troubleshooting
Adaptability
Excellent work ethic
Responsible
Multi-line phone proficiency
Spreadsheet management
Database Management
Teamwork
Microsoft Office
Data management
Customer service
CRM
Strategic sales knowledge
Complaint resolution
Professional telephone demeanor
Problem-solving skills
Time management
Critical thinking
Scheduling
Product Knowledge
Good telephone etiquette
MS Office
Compassion
Flexible & Adaptable
Self-motivated professional
Experience
BDC Service Representative/Scheduler Coordinator, 08/2016 to 04/2021 Vodafone – Düsseldorf, DE,
Met all customer call guidelines including service levels, handle time and productivity.
Resolved service issues over phone with many customers daily.
Entered customer interaction details in Dealerbuilt to track requests, document problems and record solutions offered.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Investigated and resolved customer inquiries and complaints quickly.
Maintained up-to-date knowledge of product and service changes.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Facilitated inter-departmental communication to effectively provide customer support.
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved accounting, service and delivery concerns.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Recommended required vehicle services to customers, thoroughly explaining details.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Answered average of 80 plus calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Acted as first point of contact and set appointments for prospective clients for service appointments.
Addressed client inquiries and updated database information.
Established and maintained client rapport by utilizing quality customer service.
Handled complaints and questions, and re-directed calls to other team members as appropriate.
Received 50 plus in-bound calls and initiated 80 plus out-bound daily calls to introduce customers to products and services offered.
Balanced Service Department availability, when scheduling appointments.
Scheduled and confirmed appointments for two service departments every day.
Assistant Manager, 03/2009 to 07/2016 Four Seasons Hotels Inc – Boston, MA,
Politely assisted customers in person and via telephone.
Communicated with vendors regarding back order availability, future inventory and special orders.
Provided an elevated customer experience to generate a loyal clientèle.
Answered product questions with up-to-date knowledge of sales and store promotions.
Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
Scheduled weekly inventory pickups and deliveries with vendors.
Assisted customers with food selection, inquiries and order customization requests.
Developed reputation as an efficient service provider with high levels of accuracy.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Helped drive sales goals and achieve monthly quotas.
Earned management trust by serving as key holder, responsibly opening and closing store.
Greeted customers entering the store to ascertain what each customer wanted or needed.
Guest Service Agent, 12/2012 to 01/2015 Sheridan Group Inc. Company – Jamestown, MI,
Rick Hendrick Automotive Group – Duluth Georgia Rick Hendrick Chevrolet of Duluth) Rick Hendrick Chevrolet of Buford) Rick Hendrick Buick GMC) Rick Hendrick Mazda Mall of Georgia)
Greeting customers and assisting customers in a professional and friendly way.
Took messages and emailed them to correct person in a timely manner Updated reports and sent out daily via email.
Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
Politely assisted customers in person and via telephone.
Added and updated prospects into contact management.
Kept customer documentations secured and organized.
Most importantly, made sure customers had the friendliest experience while shopping for their vehicle.
Managed multi-line phone system
Daily Excel reports at the end of each day.
Prepped morning meetings everyday for management and sales team.
Bindery Assistant, 08/2008 to 08/2011 Primerica Distribution Center – City, STATE,
Learned how to operate and clean envelope making machine.
Order input for the business card department.
Checked all finished products to detect and correct uneven paper edges and dimensional errors.
Executed bindery tasks in accordance with company policies, safety protocols and job instructions to maintain consistent, high-quality standards and promote positive business reputation.
(Office) Back up receptionist when needed Greeted guest Directed calls to appropriate individuals and departments.
Education and Training
: Core Class Completion , Expected in Gwinnett Technical College - Lawrenceville, GA GPA:
Basic Core Classes Language Arts Mathematics
MBA: Cosmetology, Expected in Georgia Institute of Cosmetology - Buford, GA GPA:
High School Diploma: , Expected in Dacula High School - Dacula, GA GPA:
Courses Studied
* Banking and Finance
* Microsoft Computer Classes
* Business Law
Member of the Dacula High School Choir
Graduated with a 3.0 GPA
Associate of Arts: Business Administration And Management, Expected in Strayer University - Washington, DC GPA:
Member of Strayer Honors Student Club
: Dental Assisting, Expected in 01/2022 Altierus Career College - Norcross, GA, GPA:
Certifications
Professional Phone Etiquette Training - Certified and completed in 2016.
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