Barbara Nichols
Rotunda West,FL
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Support Manager with over 9 years of experience providing training and web support for over 1700 Auto Dealerships across the country. I possess strong multitasking skills, with the ability to simultaneously manage several projects and trainings. Excellent public-facing point person for clients, customers, vendors, and service providers.
Overview
14
14
years of professional experience
Work History
DEALER AGENT SUPPORT CUSTOMER SERVICE MANAGER
TOTAL WARRANTY SERVICES
04.2015 - Current
- Works directly under Operations Manager to facilitate a smooth flowing Dealer Support Team of 7 employees.
- Works closely with Owners and Senior Management to facilitate smooth processes company wide.
- Provides sales field representatives with multi-dealership training and problem solving
- Works closely with Operations team and Dealer Agents to assist with new dealer system setups
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Coordinates, schedules and trains new agents and dealerships on company systems
- Supervises Support Team for Month End Closing and Billing for over 1700 Dealerships
- Created Training Processes and Manuals
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Developed customer service manual to standardize procedures across all departments.
BUSINESS OFFICE COORDINATOR
FARIA BUSINESS SERVICES-ALTERNATIVE HOME HEALTH CARE
11.2010 - 04.2015
- Reconciled processed work by verifying and analyzing accounts payable and receivable, credit card transactions and cash receipts
- Generated Accurate Profit and Loss Statements, AR Reports, and expense reports
- Ensured the accurate and timely processing of monthly, quarterly, and year end close, positive pay transactions, and bank compliance activities
- Worked closely with numerous personal health insurances for collections.
- Contributed to company growth by consistently meeting or exceeding monthly collection targets.
- Collaborated with cross-functional teams to address discrepancies and ensure accurate billing information.
- Provided excellent customer service by addressing inquiries from both clients and insurance providers in a timely manner.
- Supported management with detailed reports on collection activities and progress towards departmental goals.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
Education
ASSOCIATES DEGREE -
BROWARD COMMUNITY COLLEGE
12.1994
Skills
- Strong Interpersonal & Communication Skills
- Pro-active
- Efficient
- Thrives in Fast-Paced Environment
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Zendesk Ticketing System
Timeline
DEALER AGENT SUPPORT CUSTOMER SERVICE MANAGER
TOTAL WARRANTY SERVICES
04.2015 - Current
BUSINESS OFFICE COORDINATOR
FARIA BUSINESS SERVICES-ALTERNATIVE HOME HEALTH CARE
11.2010 - 04.2015
ASSOCIATES DEGREE -
BROWARD COMMUNITY COLLEGE
Similar Profiles
Kimielyn C. WalcottKimielyn C. Walcott
AP/AR Supervisor at Total Warranty ServicesAP/AR Supervisor at Total Warranty Services
Berling VolcyBerling Volcy
Dealer Support Representative at Total Warranty ServicesDealer Support Representative at Total Warranty Services
Andy ManasseAndy Manasse
Auto Claims Adjuster/Customer Service at Total Warranty ServicesAuto Claims Adjuster/Customer Service at Total Warranty Services
Joshua TorreJoshua Torre
Commerical Account Manager at OrkinCommerical Account Manager at Orkin
Cheryl BoydCheryl Boyd
Personal Banker at Branch Banking and Trust, BB&TPersonal Banker at Branch Banking and Trust, BB&T