senior customer service executive resume example with 20+ years of experience
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Strategic-minded Relationship Auto Manager offering over 20 years' experience in rolling out auto finance planning strategies to help clients improve investments. Key decision-maker comfortable working with and for all types of personalities. Skilled in developing client relationships and implementing strategic initiatives.
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Achieved sales goals of 100% of quota and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships. Was top seller of central dispatch and maintained top 20% percentile for closing large assurance and post inspections. Collaborations with leaders from Manheim Express and Deal Shield.
- Built business client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Experience in managing customer relations on ongoing basis to maximize customer retention.
- Experienced with [Salesforce) customer relationship management (CRM) system.
- Initiated cross-selling and upselling conversations to at least promote customer product purchases and generate sales.
Led efforts to promote dealer enrollment in proprietary online lead generation system (internet lead) - achieved 90% enrollment across US.
Also was liaison between Regional Sales managers, District Sales managers and was the point of contact up to 750 Kia Dealerships at any given time
- Trained entry-level and internet lead data analysts on company protocols, best practices and internet lead procedures.
- Identified appropriate marketing channels and target customers for campaigns.
- Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue.
- Monitored [lead enrollment) data and made adjustments to marketing campaigns, resulting in 65% increase in sales.
- Consistently achieved at least 65% of quota.
Processed customer inquiries and initiate contact to resolve possible financial issues. Conducted customer interviews to consult on various wholesale services and opportunities. Performed financial audits of customer dealerships lending activities to ensure that Ford Motor Credit regulations were followed.
- Managed over 100 wholesale accounts, including initial meetings, account setups, scheduling and ongoing support.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Entered customer interaction details in house software to track requests, document problems and record solutions offered.
- Duties to Cross-train and backed up other customer service managers.
- Oversaw daily transactions, including Franchise dealership payments and customer payments.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
Mt San Antonio College - Walnut, CA
Cal Poly Pomona - Pomona, Ca,
- Coursework in Business communications and management
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Resume Overview
School Attended
- Mt San Antonio College
- Cal Poly Pomona
Job Titles Held:
- Senior Customer Service Executive
- Internet Lead Product Specialist
- Dealer Service Representative
Degrees
- Associate of Arts
- No Degree
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