AMINAH WILSON
Atlanta,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
INTERNET SALES ASSISTANT MANAGER
Marietta Toyota
Marietta, GA
07.2025 - Current
- Supported e-commerce and dealership BDC operations by driving online revenue, managing lead funnels, and training staff to achieve closing goals.
- Responded to online customer inquiries within 1 hour via phone, email, or chat to schedule appointments.
- Scheduled appointments for customers based on their requests.
- Monitored and reported on appointment ratios and conversion rates to assess progress towards department goals.
- Key responsibilities include monitoring CRM activity, ensuring rapid lead response times (often
- Assisted customers with vehicle selection and provided product information.
- Managed inventory levels and organized vehicle displays on the showroom floor.
- Trained new staff on company policies and customer service best practices.
- Coordinated test drives and ensured vehicles were prepared for customers.
SERVICE BDC
Jim Ellis Ford
Sandy Springs, Georgia
01.2021 - 06.2024
- Managed inbound/outbound calls, emails, and chats to schedule service appointments and follow up with customers, ensuring timely responses.
- maintain high customer satisfaction scores.
- Responsible for managing inbound/outbound calls, emails, and chats to schedule service appointments and follow up with customers.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answering questions to improve satisfaction.
CUSTOMER SERVICE REP
Fifth Third Bank
Grand Rapids, Michigan
12.2019 - 12.2020
- Addressed customer inquiries regarding insurance and basic banking services, clarifying account balances, interest rates, and fees.
- Help customers protect their accounts by reviewing suspicious activity, Executed transaction reversals to ensure account security.
- Assisted customers with account inquiries and transaction requests.
- Resolved customer account inquiries and facilitated transaction requests to enhance customer satisfaction.
- Processed loan applications while guiding customers through approval procedures to ensure a smooth experience.
- Maintained accurate records of customer interactions and transactions in the system.
RETENTION REPRESENTATIVE
CHARTER COMMUNICATION
Walker, Michigan
02.2017 - 12.2019
- Contacting customers: Reaching out to customers by phone, email, or mail to discuss their debts.
- Contacted customers by phone, email, or mail to discuss debts, fostering open communication and understanding.
- Resolving issues: Helping customers with billing and credit problems, and investigating billing errors and disputes.
- Negotiated payment plans with customers to facilitate debt repayment., Working with customers to establish payment plans or partial repayments.
- Maintaining records: Keeping detailed notes of all communications and actions, updating account status records.
- Resolved billing and credit issues by investigating errors and disputes, ensuring customer satisfaction and retention.
- Promoted prompt payment behavior by communicating collection updates to clients.: Reporting on collection activity and accounts receivable status.
- Resolved technical issues by resetting internet routers and refreshing equipment.
- Scheduled on-site technician visits for in-person troubleshooting support. an on-site technician to assist with in-person troubleshooting.
- Implemented new processes to address difficult customer complaints promptly, enhancing overall service quality.
Education
HIGHER SCHOOL CERTIFICATE - HIGH SCHOOL OR EQUIVALENT -
MUSKEGON HIGH SCHOOL
Muskegon, MISkills
- Customer Service, General Office, Clerical/Office, Retention, Technical support, Troubleshooting, Sales Strategy, Communication skills, Customer support, Lead generation techniques, CRM administration, Data analytics, Team leadership, Time management techniques, Empathy, Conflict resolution strategies
- Retention
- Conflict resolution strategies
- Empathy
- Communication skills
- General Office
- Clerical/Office
- CRM systems
- Performance Metrics
Personal Information
Title: Internet Sales Assistant Manager
Timeline
INTERNET SALES ASSISTANT MANAGER
Marietta Toyota
07.2025 - Current
SERVICE BDC
Jim Ellis Ford
01.2021 - 06.2024
CUSTOMER SERVICE REP
Fifth Third Bank
12.2019 - 12.2020
RETENTION REPRESENTATIVE
CHARTER COMMUNICATION
02.2017 - 12.2019
HIGHER SCHOOL CERTIFICATE - HIGH SCHOOL OR EQUIVALENT -
MUSKEGON HIGH SCHOOL