When I started, I inherited a team that was in trouble and burned by a prior manager but brought structure, stability, and cohesiveness to the department, turning what was the least effective department in the company to the strongest.· Built all the processes and structure for the department· Created 4 Tier CSR promotion track· Established and grew KPI goals· Instituted employee 1:1s before the company adopted it as a policy· Pioneered outbound structure· Was a vital… Show more When I started, I inherited a team that was in trouble and burned by a prior manager but brought structure, stability, and cohesiveness to the department, turning what was the least effective department in the company to the strongest.· Built all the processes and structure for the department· Created 4 Tier CSR promotion track· Established and grew KPI goals· Instituted employee 1:1s before the company adopted it as a policy· Pioneered outbound structure· Was a vital contributor to staff morale, energy, and company culture· Helped grow 3 team members to promotion outside the Call Center· Handled all customer complaints· Regularly met and trained all CSRs during weekly, monthly, and quarterly meetings· Implement and assist employees in creating their own 100 day plans, also before it was company policy.· Provided input and insight into decisions made at a company level· Co-chaired a Wellness Committee· Nexstar Trained· ServiceTitan Trained· Power Selling Pros affiliated Show less

New Responsibilities and Accomplishments· Responsible for the success of the branch.· Developed and supported a new MT in their role.· Conduct and review performance reviews of service agents with clear, measurable data.

A challenging role and experience where I was pushed to grow and perform while learning how a business is run. I honed my strengths in customer service and communication and developed new strengths in organization, resiliency, flexibility, and sales.Responsibilities· Assist customers in-store and over the phone· Make new reservations and extend out current contracts· Serve as a frontline for troubleshooting customers’ problems with vehicles and/or service often while… Show more A challenging role and experience where I was pushed to grow and perform while learning how a business is run. I honed my strengths in customer service and communication and developed new strengths in organization, resiliency, flexibility, and sales.Responsibilities· Assist customers in-store and over the phone· Make new reservations and extend out current contracts· Serve as a frontline for troubleshooting customers’ problems with vehicles and/or service often while simultaneously assisting in-store customers· Assisting customers with rental contracts, showing them the features of their car, and selling optional protections· Confirmation and appreciation calls to ensure a Completely Satisfied customer experience.· Contacting insurance replacement customers in a timely manner· Monitoring inventory, maintenance, and fleet planning to ensure we have the resources needed to meet customer demand· Coordinating and communicating with driver teams to complete deliveries, staging, and general movement of hundreds of fleet vehicles.· Completing daily business management tasks including accounts receivable, bill-tos, and processing customer payments· Cleaning vehicles· Business to business marketing· Assist in training new employees and onboard several new managers to their new branch due to high promotional turnover Show less

Enriching the lives of 8 clients with developmental disabilities in a group home that was known for violent behavior and helped lower behavior occurrences during my time there. I also supported, trained, and sometimes managed other staff.Responsibilities· Passing out medication· Maintaining proper health and safety standards· Preparing and serving meals and grocery shopping· Behavior plans - building and implementing· Behavior documentation· Assisting in daily… Show more Enriching the lives of 8 clients with developmental disabilities in a group home that was known for violent behavior and helped lower behavior occurrences during my time there. I also supported, trained, and sometimes managed other staff.Responsibilities· Passing out medication· Maintaining proper health and safety standards· Preparing and serving meals and grocery shopping· Behavior plans - building and implementing· Behavior documentation· Assisting in daily hygiene routines such as showers, toileting, and brushing teeth, etc.· Planning events· Emotionally supporting my clients during times of major and minor crises· Training new DSPs· Bringing clients to doctor visits and documenting that information· Followed HIPAA guidelines Show less

Promoted to the Customer Service department because of my keen ability in appeasing upset customers and my even keener ability to adapt quickly to new environments. CommunicationCustomer Service ExpertiseBecame a de facto leader of the team Adapted to a fast-paced environment Return, licensing, ordering, inventory management.