Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Exceeded corporate target for customer satisfaction for 6 months in a row.
Managed call flow with up to 40 calls in queue per minute.
Promoted to Dealer Escalations Team in 2015.
Dealer Service RepresentativeMay 2015 to Current Ally Financial Inc － Jacksonville, Fl
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Ran reports and supplied data to fulfill customer report requirements.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Customer Recovery RepresentativeSep 2012 to Feb 2015 Homes.com － Tallahassee, FL
Developed new client retention strategies resulting in an increase of over 70%.
Properly directed inbound calls in phone queues to improve call flow.
Provided cross training to 25 staff members.
Trained staff on how to improve customer interactions.
Store ManagerJul 2004 to Sep 2012 Aaron's Sales and lease － Tallahassee, FL
Collect Revenues and Protect Company Assets Act as a customer counselor by discussing benefits of timely lease agreement renewal payments Contact customers directly who have not paid their Lease agreement(s)
Manage the overall sales function of the store – Inside & Outside Sales
Set and achieve weekly and monthly sales goals
Generate new business by developing and implementing community marketing strategies
Confirm customer identification, collect money and obtain customers' signature on lease agreements
Review and close lease agreements as directed by the General Manager