Summary
Overview
Work History
Education
Skills
Timeline
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Susan Hetrick

Susan Hetrick

Newville,PA

Summary

Skilled, Professional, and Enthusiastic Customer Success Manager with over 16 years customer service experience managing an Internet department for two different dealerships by organizing, tracking reports, and ensuring efficient operations at many different capacities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

24
24

Years of Professional Experience

16
16
years of professional experience

Work History

Customer Success Manager

H&H Chevrolet
04.2015 - 03.2023
  • Develop and execute media communications strategies for providing excellent customer service via phone, chat, texting, and email
  • Analyze data analysis activities to measure Ansira/Sincro websites conversion statistics
  • Correlate SEM (Search Engine Marketing, and SEO (Search Engine Optimization) strategies to increase website traffic as well as GMB (Google My Business) and Google Analytics 4 (GA4)
  • Creating digital marketing designs using Canva/Photoshop on social media platforms including, but not limited to Facebook, Twitter, Instagram, YouTube, Snap Chat, and Digital Billboards
  • Maintain positive internet vendor relationships via Microsoft Teams, Zoom and Face to Face Meetings
  • Oversee online purchases, leases, and trade in values using KBB ICO (Kelley Blue Book ICO), and Dealerbuilt DMS (Dealership Management System)
  • Managing and updating customer activities using Momentum CRM (Customer Relationship Management)
  • Efficiently handle client complaints and conflict using effective conflict resolution strategies and updating published customer reviews
  • Provide excellent customer service with prompt response within OEM 24/7-time management system
  • Create and evaluate marketing campaigns using Momentum CRM (Customer Relationship Management)
  • Analyzing monthly internet results using Microsoft Excel reporting and providing Sales and Grosses for Sales Department Managers
  • Microsoft Office, Excel, PowerPoint, and outlook experience keeping day to day records, performance numbers/close ratios, and creating presentations
  • Proven Customer Service Results and Satisfaction
  • Business to Consumer (B2C) and Business to Business (B2B) interactions with proven Sales Results
  • Account management with consumers and businesses
  • Testing Website functionalities and analyzing performance on desktop, tablet, and mobile devices
  • Responding and Handling over 400 internet inquiries per month with average response time under hour in 24/7 OEM Wall Clock, and 15 minutes during open hours of 8 am until 8 pm Monday-Friday and Saturday 8-5.
  • Created customer support strategies to increase customer retention
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics
  • Established strong relationships with key customers, resulting in increased customer loyalty
  • Utilized customer feedback to inform changes and improvements to customer success plans
  • Created and maintained comprehensive customer success documentation for internal and external use
  • Collaborated with sales and product teams to address customer success objectives
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Leveraged data and analytics to make informed decisions and drive business improvements
  • Defined clear targets and objectives and communicated to other team members
  • Established performance goals for employees and provided feedback on methods for reaching those milestones

Internet Sales Manager

Lawrence Chevrolet
04.2007 - 10.2014
  • Designed and Managed Lawrence Chevrolet's
  • Created and defined processes for all internet-based communications: including email, chat, phone, and texting
  • Produced and perfected follow-up process for all internet inquiries
  • Managed all aspects of dealership website:
  • GM Incentives, inventory photography & ad design, and website pricing
  • Certified vehicles that qualified for GM Certification
  • Produced monthly reporting for gross profit analysis and closing ratios
  • Bridged all customer appointments with Sales Management team
  • Achieved first response time under 45 minutes on 24/7-time clock with 90% under 15 minutes
  • Achieved sales close ratio of 15% averaging twenty-five cars per month and 300 per year.
  • Responded to internet inquiries and phone calls in timely matter.
  • Increased sales and customer satisfaction through personalized servicing.
  • Provided superior and individualized customer service.
  • Kept detailed records of sales and contracts.
  • Updated company website with deals and product packages.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Built relationships with customers and community to establish long-term business growth.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.

Education

High School Diploma -

Big Spring High School
Newville, PA
06.1999

Skills

  • Customer Service
  • Chat Platforms
  • Promotions and Marketing Strategies
  • Define Customer Needs
  • Training Programs
  • Staff Meetings
  • Sales Proficiency
  • Research
  • Interdepartmental Collaboration
  • Customer Service and Assistance
  • Selling Skills
  • Brand Enhancements
  • Effective Customer Communication
  • Sales Management
  • Business Development
  • Customer Relations
  • CRM Software
  • Renewal Opportunities

Timeline

Customer Success Manager

H&H Chevrolet
04.2015 - 03.2023

Internet Sales Manager

Lawrence Chevrolet
04.2007 - 10.2014

High School Diploma -

Big Spring High School

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Susan Hetrick