Angela Lowe
Summary
Over nine years in Client Services, Customer Support and Management experience in the Automotive Retail Industry. This range of positions at the dealership and supplier levels have allowed me to build a diverse skill set. The Learning Consultant role is an opportunity to combine these experiences and my commitment to professional development.
Overview
12
12
years of professional experience
Work History
Customer Specialist1
DealerOn
07.2023 - Current
- Ensure individual and team quotas are met or exceeded by quickly identifying root causes, promptly escalating if necessary and following up to confirm the customer's issues are resolved according to SLA's and team processes
- Assisted with onboarding new teammates by participating in Shadowing sessions
- Provided guidance and feedback during sessions and after to Training Team.
Support Associate
DealerOn
04.2022 - 07.2023
- Validate and triage incoming phone and email cases providing first call resolution or escalating to the correct team to resolve
- Document all customer interaction and steps to resolve issues in Salesforce.
Customer Support Analyst
ADAM Systems DMS
02.2019 - 04.2022
- Create and maintain user documentation for Sales and In-House Leasing Modules
- Perform Adam Software demos for prospective customers and provide remote training for current and on-boarding dealership personnel
- Acted as a liaison between end-users and technical staff to communicate issues, problems, and questions
- Assist QA Department in testing Manufacturers Financial Statements for all OEMs.
Administrator
SS Hobbies/Hobbytown Foley
01.2017 - 12.2018
- Created business plan and three-year projections to obtain start-up funding
- Oversaw on-site contractors to ensure build was to franchise specifications
- Maintain business bank accounts; establish vendor credit lines; obtain business insurances, tax and sales licenses
- Directed vigorous grass roots marketing campaigns targeted in community outreach and sponsorships.
Business Development Manager
Southern Chevrolet
01.2013 - 12.2016
- Oversee Call Center tasked with follow up on all visits, phone calls and Internet leads
- Created follow-up process for all established and prospective dealership customers
- Monitor KPI's to ensure training effectiveness and measure BDC profitability
- Provide in-coming phone training to Sales staff to improve lead to appointment ratios
- CRM (VinSolutions) and AutoAlert Admin responsible for insuring Customer, Service, Sales and Inventory information is consistent in DMS and 3rd party vendors.
Skills
- Strong Writing and Editing Skills
- Presenting/Public Speaking
- Remote and On-site Training
- One on One and Group Training
- Versed in Microsoft Word, Excel, PowerPoint
- Employee Evaluations and Followup
- Create Internal and External Training Documentation
Timeline
Customer Specialist1
DealerOn
07.2023 - Current
Support Associate
DealerOn
04.2022 - 07.2023
Customer Support Analyst
ADAM Systems DMS
02.2019 - 04.2022
Administrator
SS Hobbies/Hobbytown Foley
01.2017 - 12.2018
Business Development Manager
Southern Chevrolet
01.2013 - 12.2016