• Support system for all level of phone representatives when they have questions regarding our processes.• Coach representatives to understand business procedures and help navigate through MyCompass to efficiently handle the calls.• Designated time to focus on the Customer Experience Consultant inbox, responding to other departments inquiries as well as Arbitration requests from Volkswagen Group of America and Audi of America.• Call Quality Monitoring—monitor 8-10 calls per representative each month and schedule coaching feedback sessions with Supervisors to review the representative’s strengths/weaknesses.● Resolve escalated situations—maintain correct and accurate records while diligently following up with customers to ensure complete satisfaction

● Provide excellent customer service to our Volkswagen Credit and Audi Financial Services account holders● Assist in solutions which provides guidance in determining the correct course of action while providing a positive experience for the customer in a timely and efficient manner● Troubleshoot Consumer Internet and IVR challenges● Remarketing Pilot (May-November 2017)—Acquired skills with basic level Remarketing calls to promote one call resolution● Advocate Edge position (November 2016-July 2017)—Assisted our QA team during high call volume with representative calls and escalated customer calls● eCommunication training—Respond to our customers inquiries through the online portal● Assist dealers and dealerships as an extension of providing customer service to our customers● Side-by-side Training—Assist new hire classes with learning the everyday material and processes in Customer Care. Provide tips and knowledge to efficiently give correct information to our customers while providing outstanding customer service● Promote the VW brand name and all umbrella groups to account holders