Vanessa Best Email and Phone Number

• The Customer Service Account Specialist acts as an extension of sales and is responsible for managing major customer accounts, processing orders, and providing all necessary information to customers • Received and accurately process all orders via phone, fax, website, email, and EDI from customers in a fast-paced environment. • Provided knowledgeable answers to questions regarding product, product availability, and pricing. • Reconcile Dealer/National Accounts by auditing transaction records including freight claims, proof of delivery, and processing credit and/or debits when necessary. • Settled customer invoice discrepancies and ensure accounts are up to date. • Implemented pricing and discounts to various transactions submitted or requested by Sales. • Processed transactions involving government entities.• Work closely with Sales and Credit departments to ensure proper implementation of programs. • Processed, reviewed, and release Delivery Receipts, up to 200+ transactions daily. Processed "end user" billing. • Provided customer online support for orders, invoices, credit card payments, and other account information. • Contacted customers and release backorders in a timely manner, in accordance with the customer's request and corporate policies. • Handled customer complaints in a proper manner in coordination with related departments. • Partnered with Supply Chain team to obtain freight quotes, order status, and assistance for inbound inventory. • Generated customized daily/weekly reports for customers using Access and Excel.

• Resolved client issues and inquiries via virtual inbound chat, calls and email inquiries. Assisted with new account setup, loan status, refund, escalations, scheduling payments, payoff quotes, loan information, payment status and troubleshooting. • Supported clients using multiple software platforms including Slack, Zendesk, Salesforce, Livechat, TalkDesk and Google Suite. • Provided technical support and troubleshooting for customers that reported system outages and issues with functionality of company online website and doc-u-sign. • Managed escalated issues from billing issues, complaints, and partner contract discrepancies while maintaining a calm tone and attitude. • Processed a high volume of verifications, meeting tight deadlines with 98% accuracy. • Conducted interviews to verify for loan applications and requested and reviewed verifying documents, by placing outbound calls or receiving inbound calls. Maintained customer confidence by keep loan information confidential. • Verified loan application information by ordering credit, employment and earnings reports via crm. Identifying fraud and asking Identity questions. Flagging suspicious findings to fraud department for extensive review • Provide collaboration on reviews related to false positives, fraud, stolen identification, duplicate charges, and illegitimate purchases.

• Assisted an average of 50+ customers each day with finding specialized items & provided recommendations for custom projects. Built relationships with customers via phone and engaging them. • Assessed and attended to customers’ banking, personal and account information, educating clients on available deposit and loan products and services • Recommended financial solutions based on each customer’s unique goals and needs. • Responsible for originating and closing consumer loans, opening accounts, and opening and/or closing the branch• Achieved an average sales goal each quarter for the department and maintained a high customer satisfaction survey rating.

• Answered 30-35 calls per day on average. Handled customer complaints, follow-up as needed. Adjusted workflow, duties and priorities to meet demand. Multi-tasked and managed time effectively to proficiently assist with customers. • Responded to written correspondence with customers, dealership, field agents, and liaising with groups such as Parts, Marketing, Product, Roadside Assistance, Accessories, MEPP, and Distribution. • Investigated all customer issues, gathering all necessary information and documentation. Determine “goodwill” involvement based on analysis of file and customer value. • Recommended assistance participation and negotiate on behalf of the customer. Negotiated best resolutions for customers and Mazda with field reps, dealers, technical services and warranty.

• Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate pricing upon purchasing and shipping/tracking information. • Processed returns, credits, gift cards, and various forms of POS payments for customers and employees. • Serviced existing accounts by identifying and assessing customer needs to resolve issues, address complaints and provide appropriate solutions and/or alternatives within established time limits. • Built sustainable relationships with customers through open and interactive communication. Kept detailed account records of all customer interactions, process customer orders, maintain customer accounts, and filed reports.

• Developed and oversee project plans, timelines, and budgets to ensure successful project delivery.• Created and manage sales and purchase orders to ensure seamless order processing.• Lead cross-functional teams, assigning tasks and responsibilities, and ensuring project milestones are met. • Fostered a collaborative and productive team environment, promoting effective communication and problem-solving.• Collaborated with clients and stakeholders to define project objectives, scope, and deliverables. • Communicated project status and updates to stakeholders through regular reports and meetings.• Prioritize customer satisfaction by delivering exceptional service and support throughout the project lifecycle.

• Maintained an average of 97% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating to ensure client happiness. • In a call center environment received inbound and/or outbound phone calls, email correspondence, chat to assist member of Blue Cross Blue Shield• Interacted with customers via phone, chat, fax, and mail. Provided data entry, surveys, validation of orders, and social media. • Assisted with billing inquires such as processing claims, reviewing members claim history, confirm accuracy, updating reports, processed claims, and data analysis. • Facilitated, analyzed and resolved any customer issues, provided product support and/or investigated questions, followed up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.• Sold insurance products for BCBS in a call-center environment using established sales techniques to convey accurate products. Managed sales and customer service activities to assist with the total sales process. • Provided accuracy and customer satisfaction through attention to detail while utilizing technology to create robust CRM to retain consumer data and records.

• Interviewed, hired, and managed a team of 15 representatives, resulting in a 98% customer satisfaction rate. • Optimized workflow, increasing team productivity of the store and supervising staff. • Responsible for employees’ breaks and lunches, associates daily punches, ensuring cash pickups and bank deposits are conducted to company policy, and security of the building. • Planned the succession of exiting associates at all levels through employee training and mentoring promising associates. • Implemented customer service training programs, resulted improvement in customer satisfaction ratings• Liaised with Management to help optimize the store and ensure resources were fully optimized. • Created and maintaining weekly schedule, holding daily meetings to motivate associates, preparing daily task for associates, and maintaining weekly payroll. • Planned the succession of exiting associates at all levels through employee training and mentoring promising associates. • Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies.• Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees.• Trained new employees across various time zones on how to use CRM systems and how to open tickets on platforms not limited to Salesforce, and PeopleSoft. • Liaised with District Managers, Delivery managers, and Loss Prevention Management to help optimize the store and ensure resources were fully optimized. • Created a great line of communication with the management team, creating and maintaining weekly schedule, holding daily meetings to motivate associates, preparing daily task for associates, and maintaining weekly payroll.