CHARLOTTE WILSON
Las Vegas,NV
Summary
Hardworking employee enthusiastic about learning and growing. Always will be the first one to help when see it is needed. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Service Advisor
AutoNation Volkswagen Las Vegas
LAS VEGAS, NV
05.2019 - 05.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Handled 50 percent incoming and about 35 percent outgoing calls
Collision Estimator
AutoNation
Las Vegas, NV
05.2013 - 05.2019
- Documented damage with photographs and detailed written descriptions.
- Inspected vehicles to evaluate necessary repairs and determine extent of damage.
- Provided quotes on repairs with great accuracy, taking insurance, type of car and extent of damage into consideration.
- Liaised between car owners and insurance agencies about auto damage and insurance claims.
- Helped customers obtain alternate transportation via rental car services.
- Would take inbound and outbound calls daily. Around 30 or more
Call Center Representative
Tellius
Las Vegas, NV
06.2012 - 05.2013
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Managed about 200 or more calls per day
Customer Service Representative
VXI Global Solutions - Lubbock
Lubbock, TX
12.2010 - 04.2011
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Managed close to 150 inbound calls per day
Education
High School Diploma -
Nueva Vista High School
Riverside, CA04.2001
Skills
- Data Processing
- Needs Assessment
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Estimating Accuracy
- Handling Customer Complaints
- Call Documentation
- Upbeat and Positive Personality
- Attention to Detail
- Listening Skills
- Efficient and Detail-Oriented
- Upselling Products and Services
Timeline
Service Advisor
AutoNation Volkswagen Las Vegas
05.2019 - 05.2022
Collision Estimator
AutoNation
05.2013 - 05.2019
Call Center Representative
Tellius
06.2012 - 05.2013
Customer Service Representative
VXI Global Solutions - Lubbock
12.2010 - 04.2011
High School Diploma -
Nueva Vista High School
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