Summary
Overview
Work History
Education
Skills
Timeline
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Brisa Mala

Mansfield,Texas

Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Overview

15
15
years of professional experience

Work History

Supervisor, Client Service Quality

Manheim Dallas
07.2022 - Current
  • Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Mentored newly hired employees on operating equipment and safety and developed a training manual to use for reference.
  • Enhanced communication within team by holding regular meetings and encouraging open dialogue among all members.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts of 21 admins.

Lead Customer Care Specialist

Manheim Dallas
01.2022 - 07.2022
  • Successfully managed challenging behavioral situations by utilizing de-escalation techniques rooted in empathy.
  • Monitored customer care goals and developed improvements for 3 accounts with over 100 cars in inventory.
  • Coordinated with various departments to resolve technical and operational issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Improved financial reporting accuracy by streamlining the account reconciliation process and implementing new accounting processes.
  • Trained 3 new junior colleagues in 2022.

Commercial Accounts Administrator

Manheim Dallas
03.2018 - 01.2022
  • Streamlined account administration processes for improved productivity and reduced errors.
  • Reviewed internal processes regularly, recommending changes that led to enhanced efficiency within department.
  • Enhanced client satisfaction by efficiently managing commercial accounts and promptly addressing inquiries.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and industry regulations for 4 different accounts.
  • Coordinated cross-functional efforts to ensure timely delivery of products or services, exceeding client expectations.
  • Streamlined communication between departments for better collaboration on projects resulting in faster turnaround times.

Customer Service Representative

Manheim Dallas
07.2017 - 03.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times. Average wait time was under 2 minutes.
  • Updated account information to maintain customer records.

Business Services Specialist II

Manheim Dallas
01.2016 - 07.2017
  • Enhanced customer satisfaction with efficient communication and problem-solving techniques.
  • Supported project teams with timely delivery of resources, documentation, and relevant information to achieve project objectives.
  • Streamlined office operations by implementing new organizational procedures and systems.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.

Receptionist-Bilingual

Manheim Dallas
07.2015 - 01.2016
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Responded to inquiries from callers seeking information.
  • Answered and directed over 25,000 phone calls monthly
  • Corresponded with clients through email, telephone, or postal mail.

Customer Service Representative

Insurance Auto Auctions, IAA
07.2013 - 11.2013
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Created and maintained detailed database to develop promotional sales.

Real Estate Agent

BlueMark LLC
08.2012 - 08.2013
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Negotiated, facilitated, and managed real estate transactions.
  • Advertised client properties through websites, social media, and real estate guides.
  • Maintained connections with clients to encourage repeat business and referrals.

Customer Service Representative

Insurance Auto Auctions, IAA
11.2011 - 12.2012
  • Handled customer inquiries and suggestions courteously and professionally.
  • Cross-trained and provided backup support for organizational leadership.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Promptly responded to inquiries and requests from prospective customers.

Administrative Assistant

Uniworld Financial
12.2009 - 12.2010
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

Legal Assistant/: Legal Assistant/Receptionist Administrator

Central Dallas Ministries
05.2009 - 09.2009
  • Filed court documents and legal pleadings with court clerk on behalf of attorneys.
  • Organized documents to manage paper and electronic filing systems of clients.
  • Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.

Education

Real Estate License - Real Estate

Champion School of Real Estate
Plano, TX
08.2012

High School Diploma -

Skyline High School
Dallas, TX
05.2006

Skills

  • Training and mentoring
  • Goal-Oriented
  • Staff Management
  • Employee Motivation
  • Processes and procedures
  • Audit reporting
  • Logistics Coordination
  • Inventory Control
  • Complex Problem-Solving

Timeline

Supervisor, Client Service Quality

Manheim Dallas
07.2022 - Current

Lead Customer Care Specialist

Manheim Dallas
01.2022 - 07.2022

Commercial Accounts Administrator

Manheim Dallas
03.2018 - 01.2022

Customer Service Representative

Manheim Dallas
07.2017 - 03.2018

Business Services Specialist II

Manheim Dallas
01.2016 - 07.2017

Receptionist-Bilingual

Manheim Dallas
07.2015 - 01.2016

Customer Service Representative

Insurance Auto Auctions, IAA
07.2013 - 11.2013

Real Estate Agent

BlueMark LLC
08.2012 - 08.2013

Customer Service Representative

Insurance Auto Auctions, IAA
11.2011 - 12.2012

Administrative Assistant

Uniworld Financial
12.2009 - 12.2010

Legal Assistant/: Legal Assistant/Receptionist Administrator

Central Dallas Ministries
05.2009 - 09.2009

Real Estate License - Real Estate

Champion School of Real Estate

High School Diploma -

Skyline High School
Brisa Mala