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District Specialist Liaison Between General Motors Customers Dealerships Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

A seasoned customer service specialist with background in providing advice on diverse customer situations. Dedicated to providing excellent customer service and making operational and procedural improvements using my management and training professional skills.

Highlights
  • Staff Development & Training
  • Office Management
  • Teambuilding & Supervision
  • Customer Service Skills
  • Microsoft Office Suite (Word, Excel, PowerPoint and Outlook etc.)
  • Analytical & problem solving skills
  • Presentation & Facilitation skills
  • Experience working with subject matter experts (SME's)
  • Project Management


  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • RASIC specialist
Accomplishments

Created an environment of mutual respect amongst diverse teammates and received a Relationship Matters award.


Received Outstanding Advisor Of The Quarter Award


Customer Service

  • Researched, calmed and rapidly resolved vehicle complaints

Training

  • Graduated more than 50 new hires and current employees from 4 training seminars
  • Created training processes and manuals for 4 separate departments
Experience
District Specialist Liaison between General Motors, Customers & Dealerships, 06/2013 to Current
Aerotek City, STATE,
  • Case management of up to 20 voluntary vehicle repurchase request / trade repurchase request and final repair request
  • Research data and create case assessments to adjudicate cases for presumption of U.S. Lemon Law
  • Coordinate with multiple entities and facilitate the initial process of vehicle repurchases'
  • Maintain a high level of knowledge for consumer protection laws to combat Lemon Law escalations
  • Cross-trained to adjudicate and manage over 20 customer concerns addressed to corporate executive personnel offices
  • Utilize and maintain an internal database to capture data of repair orders, sales documents, title of registration and sales incentives from dealerships to determine when a vehicle repurchase should be pursued
  • Cross-trained to take calls, data enter and track progress of customer's initial vehicle concerns at level one in a call center environment
  • Back-up team leader
  • Red Hat Support to new hires and current employees
  • Assistant trainer for new hires and current employees
  • Document correspondence from telecommunications and email point of contact systems.
  • Provide cost-assistant for vehicle repairs or new purchases to qualified customers
  • Case management of up to 30 cases daily
  • Utilizes advanced research tools
  • Well versed in computer Microsoft Applications
  • Customer liaison at second tier level to facilitate customer concerns to Customer Experience Managers at General Motors Dealerships
Sales Associate/Personal Stylist, 03/2013 to 06/2013
Nordstrom's- Partridge Creek City, STATE,
  • Built relationships with customers by attending to their individual shopping needs, following up on purchases and inviting them to upcoming events
  • Developed and maintained a VIP Customer Base of 20+ customer's within 2 weeks of employment
  • Achieved and maintained the highest sales within the department within the first 3 weeks of employment
  • Promoted to the Personal Stylist Team after 3 weeks of employment
  • Consistently sought new fashion and product knowledge to act as an expert for the customer
  • Searched for innovative ways to increase business through use of Personal Book, store traffic, customer referrals, website requests and personal networking
  • Utilized directive selling skills through cross, team and on-line selling to promote key items, latest trends, new arrivals and replenishment basics
  • Demonstrated leadership in my home based department while selling throughout the entire store
  • Set and achieved personal daily, monthly, and special event goals
Unemployment Insurance Examiner, 03/2006 to 08/2012
State Of Michigan/Unemployment Insurance Agency (UIA) City, STATE,
  • Training Project Manager for the Office of Employer Ombudsman and Customer Service Department Directors
  • Orchestrated skillful analysis to address areas of training needed to better service the employees, management, employers, and customers, which led to onsite training.
  • Planned, developed and executed staff training for several locations and class size audiences
  • Assess, design, development, implement and evaluate learning strategies, performance objectives, measurements, training courses and instructional materials to develop e-learning, instructor-led and web-based training instruction
  • Organized and monitored learning league training staff of 25 trainers with specific skill sets to effectively conduct new hire training
  • Maintained and updated Pathlore Learning Management System
  • Trained and instructed staff on related policies, procedures, and methods in alignment with Michigan Unemployment Insurance Laws Interviewed claimants, employers, and other interested parties to assess claim merit
  • Account management.
  • Investigations analyst of claimant separations to effectively adjudicate the claim.
  • Insurance grievance specialist for claimant and employer
  • Initiated field audits of employers businesses to ensure proper unemployment taxes assessed
  • Became a Learning League Member in 2007, conducting new hire training and skill builders for agency employees and management staff at various agency locations.
  • Acted as team lead by taking staff escalations, conducting team meetings and developed and maintained quality call monitoring worksheet, collaborated with management on staff compliance of insurance policies and procedures and relayed to support staff
Education
Bachelor of Arts: Psychology, Expected in
to
Wayne State University - Detroit, MI
GPA:
Bachelor of Arts- Psychology Wayne State University-Detroit, MI
Professional Affiliations

Became a Learning League Member within one year of employment, conducting new hire training and skill builders for agency employees and management staff at various agency locations

Skills
  • Training: Web-based, classroom instruction, online, ADDIE Model, E-learning, New Hires, Skill Building
  • MS Office: Excel, Outlook, Word, PowerPoint, Publisher
  • Customer Service: Liaison, Sales, Case Management, Account Management, RASIC Specialist

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Resume Strength

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Resume Overview

School Attended
  • Wayne State University
Job Titles Held:
  • District Specialist Liaison between General Motors, Customers & Dealerships
  • Sales Associate/Personal Stylist
  • Unemployment Insurance Examiner
Degrees
  • Bachelor of Arts

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