Bret Jurgens
Germantown,MD
Summary
Authorized to work in the US for any employer Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Advocate II
CARVANA
11.2019 - Current
- Onboarding and training of new customer advocates
- Frequently interact with customers in person, by phone, email, and text
- Coordinate delivery of vehicles purchased from Carvana with customers
- Keep and maintain accurate detailed notes of customer interactions
- Complete pre-delivery checklist to assure vehicle is ready for delivery
- Promptly respond to customer requests and assist customers to resolve issues and complaints
- Resolve complex issues with guidance from others
- Put together fun customized care packages
- Operate customized single-car haulers on public roads to deliver newly purchased vehicles to customers
- Accurately assemble and complete customer registration paperwork in compliance with state regulations
- Oversee and coordinate vehicle readiness in accordance to state requirements i.e
- Safety inspections and emissions.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Accessed multiple databases to investigate customer questions and concerns.
Assistant Operations Manager
Two Men And A Truck
03.2014 - 06.2019
- Review financial statements, sales and activity reports, and other data to measure productivity
- Determine staffing requirements, interview, hire and training of new employees
- Responsible for employee accountability and adherence to franchise standards
- Direct employee scheduling and dispatch of movers and drivers
- Coordinate and direct fleet maintenance with DOT FMCSA guidelines
- Handle customer concerns including needed customer service visits and oversee damage resolution process.
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
- Monitored employee productivity and optimized procedures to reduce costs.
- Evaluated current operational strategies and recommend improvements.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Evaluated inspection reports and service tickets and prepared repair invoices.
Education
High School Diploma -
Walter Johnson High School
06.2006
No Degree -
College of DuPage
Glen Ellyn, ILSkills
- Customer Service
- High-Volume Environments
- Productivity Standards
- Billing and Payment
- Microsoft Office
- Inventory Control
- Task Scheduling
- Team Dispatching
- Inbound Call Management
- Client Relationships
- Administrative and Office Support
- Trained in Salesforce
Certification
- Certified Notary Public, State of Maryland, Since 2019
- DOT Medical Examiners Certificate maintained since 2014
Timeline
Customer Advocate II
CARVANA
11.2019 - Current
Assistant Operations Manager
Two Men And A Truck
03.2014 - 06.2019
High School Diploma -
Walter Johnson High School
No Degree -
College of DuPage
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