Investigated and resolved customer inquiries and complaints in an empathetic manner using various diagnostic toolsMet all customer call guidelines including service levels, handle time and productivityFollowed up with clients to ensure optimal customer satisfactionUpsold services like hotline support and warranty extension to increase business revenueCross-trained and backed up other customer service membersFacilitated inter-departmental communication to effectively provide customer supportDeveloped highly empathetic client relationships and earned a reputation for exceeding service standard goalsMaintained up-to-date knowledge of product and service changesEstablished local repair center for various OE diagnostic products. Example GM, Suzuki, JLR etc.