Cherelle Gilbert
Pontiac,MI
Summary
Dynamic Customer Care Advocate with proven success at Volkswagen Group of America, adept at resolving complaints and enhancing satisfaction. Skilled in Salesforce and empathetic communication, I effectively documented interactions and collaborated with teams to improve service processes, fostering trust and loyalty among customers.
Overview
7
7
years of professional experience
Work History
Customer Care Advocate
Volkswagen Group of America
Auburn Hills, MI
09.2019 - 12.2025
- Assisted customers through Social Media channels including responding to public and private messages. Clearing the queue and deleting spam messages.
- Assisted customers contacting us through email/mail by handling enthusiast requests, providing import/export documentations, reviewed and submitted paperwork for manufacturers buybacks, handled reimbursement requests, sent customer documentation including recall and warranty extension circulars and provided replacement window stickers( Monroney labels)
- Assisted customers through live chat, including taking two chats at a time, responding to EV inquiries, answering feature and technology questions, sending technical specifications documents and providing digital owners manuals.
- Assisted customers by taking 30+ calls daily.
- Assisted customers with inquiries regarding vehicle features and services.
- Resolved customer complaints efficiently, enhancing overall satisfaction levels.
- Documented customer interactions in CRM system for accurate record-keeping.
- Collaborated with cross-functional teams to streamline service processes.
- Educated customers on maintenance schedules and warranty coverage options.
- Monitored service performance metrics to identify areas for improvement.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
Customer Service Advocate
Comerica Bank
Auburn Hills, MI
03.2019 - 08.2019
- Provided account information using bank systems to ensure accuracy and compliance.
- Educated customers on banking products, enhancing understanding and client satisfaction.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
Education
Some College (No Degree) - Paralegal Studies
Baker College
Auburn Hills, MISkills
- Active learning
- Experience in hybrid setting
- Call center experience
- Data entry proficiency
- Complaint handling
- Empathy display
- Experience using Salesforce
- Inbound customer service
- Verbal and written communication
Timeline
Customer Care Advocate
Volkswagen Group of America
09.2019 - 12.2025
Customer Service Advocate
Comerica Bank
03.2019 - 08.2019
Some College (No Degree) - Paralegal Studies
Baker College