Customer Service Representative Best

Tracy Anderson
9932 Sebring Circle, Bakersfield, CA 93231 / Tel# (914) 555-0340 Email: tandy@myisp.com

Customer Service Representative

PROFILE

Customer Service professional with over 10 years experience in the automotive service industry. Ability to build strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. Areas of expertise include preparing sales contracts, processing orders, and maintaining positive customer relations. Enhance knowledge and skills through continuing education opportunities.

SKILLS SUMMARY

· Proactive customer service, serving as a liaison between technicians and clients.
· Excellent telephone presence and effective interpersonal skills.
· Ability to grasp thorough understanding of product features to better serve customers.
· Experienced in departmental management, staff training, and supervision.
· Computer experience includes MS Word, Excel, Outlook, Act!, and CMS Automotive Information System.

EXPERIENCE

SIERRA AUTOMOTIVE SERVICES, INC., Bakersfield, CA
1998 - Present
Customer Service Representative
Managed 40 retail accounts with total sales ranging from $500K to $4M. Supervised order management, customer relations, chargeback resolution and collections. Monitored inventory levels to ensure on-time delivery of products. Provided team leadership to accomplish department goals and monitor work flow.
· Key player in certification process for ISO 9000:2000 Quality System. Documented customer service, order entry, and complaint procedures; explained Quality Policy to department staff.
· Spearheaded planning for company-wide process improvement procedures.
· Initiated development of an order tracking system, enhancing on-time delivery performance from 80% to 99%.
· Implemented a "low value" complaint system. Improved complaint resolution by reducing cost of processing "low value" claims, which resulted in improved customer service.

FOOTHILL FORD, Bakersfield, CA
1994 - 1998
Customer Service Representative
Managed staff of 5 Customer Support professionals ensuring accuracy in order processing, quality customer service, professional demeanor, and proficiency with technology. Supported clerical and order processing needs of sales staff and parts department. Maintained standard human resource policies and procedures for dealership.
· Streamlined order entry system and improved accuracy of documentation, reducing shipping and order entry errors. Facilitated improved communication among departments.
· Oversaw transition to new productivity tool that significantly increased accuracy of schedules and reduced errors.
· Scheduled regular staff training to enhance product knowledge, improving customer service.
· Developed a customized order entry process to meet customers' specific ordering needs, improving accuracy, on-time delivery, and customer satisfaction.

VALLEY CHRYSLER/DODGE, Bakersfield, CA
1992 - 1994
Customer Support
Performed all aspects of customer support, including answering telephones, coordinating special promotions, and providing details for products and services. Handled inbound sales duties, including order entry processing and fulfillment. Resolved billing questions and disputes, initiated customer calls, and performed data entry.
· Consistently processed all sales contracts and parts orders without errors.
· Verified quote system data with customer orders to ensure accurate processing.
· Issued return authorizations and processed credits and rebills to resolve shipping discrepancies and invoicing errors.

EDUCATION AND TRAINING

Bachelor of Arts (Communications), 1992
Valley College, Bakersfield, CA

Continuing Education

New Models Briefings – Dodge, Chrysler, and Ford, annually 1992 – present
Safety and Security for Customer Service Professionals, 2001
Technology for the Automotive Service Industry, 2000
ISO 9000 for Quality Assurance, 1998
Managing Customer Support Professionals, 1996
Ford Worldwide Parts Inventory System – Customer Service Workshop, 1995
Effective Customer Service, 1994
Dodge Service Plans Overview for Customer Support Professionals, 1993
Chrysler Customer Care, 1993

VOLUNTEER

Valley Medical Center Hospice, Caregiver
Guide Dogs for the Blind, Fundraiser