Colleen Coughlan
Lancaster,MA
Summary
Dedicated professional with a strong work ethic and a proven ability to adapt to new challenges. Exceptional interpersonal skills enhance client and team relationships, contributing to overall success. Proficient in problem-solving and quickly mastering new skills, consistently supporting team objectives.
Overview
29
29
years of professional experience
Work History
Service BDC Agent
Koch RT 2 Toyota
Lancaster, MA
01.2024 - Current
- To assist customers in setting up service appointments, collecting payments from customers for services rendered and to give clear and accurate descriptions of products and services available to our customers relating to service
- Answer incoming calls in a polite, professional manner, direct calls appropriately and ensure that Service Advisors receive their messages promptly
- Obtain customer and vehicle data to input appointments into the scheduling program; provide customers with available appointment times based on requested services and shop capacity
- Suggest services based on information gathered from customer, answer questions regarding available products and services, direct calls to appropriate individuals when customer requires further explanation
- Gather enough information from customer to accurately communicate vehicle concerns to advisor
- Generate closed R.O., call to confirm and no show reports daily; place outgoing calls to confirm scheduled appointments, reschedule no-shows and set up customer’s next appointment (1154)
- Prepare pre-work order documents prior to customer’s arrival, attaching warranty information, vehicle history and rewards points
- Prepare inspection sticker log; account for all inspection and emissions stickers coming into and going out of the dealership, complete log for semi-annual stickers distributed
- Secure alternate transportation for customers as requested
- Provide customers with estimated time of completion based on work requested; confirm the details of appointments with customer
- Maintain service reservations system; update customer files as needed to ensure accuracy
- Contact customers regarding we owe’s and parts on order, set up appointments with vendors as necessary
- Monitor shop capacity and provide information to service consultants
Car Rental Agent
Koch Rt 2 Toyota
MA
01.2024 - Current
- Check yesterday’s appointments for no-shows and change prospect rating to generate new follow up
- Making outbound calls to customers to confirm reservations
- Data entry of customers basic information into the reservation (i.e
- Address, DL number, insurance info)
- Verifying rental qualifications
- Verifying customers insurance
- Offering optional up-sell packages to the customer to compliment their reservation
- Processing rental agreements and assigning vehicles to customers
Receptionist/Cashier/Document Scanner
Harr Motor Group
Worcester, MA
10.2022 - 12.2023
- Answer and direct calls via multi-phone line
- Cashier duties; accept deposits and payments, issue refunds
- Stock new car inventory
- Manage distribution of certificate of origin (CO’s) and used car titles
- Manage refreshment station
- Track keys and dealer plates
- Prepare car deals for archives
- Scan documents utilizing CDK software
- Prepare AP/AR documents for archives
- Scan invoices and checks to CDK
- Answer phone/filing
- Prepare EOY deals for archives
Administrative Assistant
Spaulding Electric
Littleton, MA
10.2021 - 04.2022
- Assist office manager with daily filing, and answering phone calls
- Setting appointments with clients
- Established social media pages, and implemented Google presence
Office Manager, Part Time
Coughlan Construction
Lancaster, MA
02.2006 - 06.2022
- Manage the daily office activity such as scheduling appointment with clients, answering phones and creating job quotes
- Responsible for maintaining Accounts Payable / Accounts Receivable via Excel spreadsheets
- Assist with company Marketing with the goal of obtaining new clients
Shift Supervisor/ Bartender / Wait Staff
Nancy's Air Field Cafe
Stow, MA
09.2012 - 09.2014
- Trained new wait staff
- Coordinated staff schedules
- Maintained quality of standards and service in restaurant
Office Manager
Insurance Auto Auctions
Lancaster, MA
06.2005 - 01.2006
- Assisted insurance companies in coordinating salvage car pick-ups and payments to repair shops
- Associated vehicle images and vehicle attributes for website viewing for potential customers
- Coordinated salvage car pick-ups with towers and repair shops
- Assigned as the Primary Auction clerk and head cashier
- Answered phones and coordinated schedules
Administrative Assistant
Colonial Automotive Group
Acton, MA
09.2003 - 05.2005
- Provided support for sales, parts, and service departments
- Processed credit applications for new customers
- Coordinated meetings
- Responsible for ordering and maintaining office supplies and equipment
- Oversaw Accounts Payable and Accounts Receivable
- Trained new employees
- Answered 12-line telephone system
Operations Assistant
Boston Productions
Boston, MA
04.1999 - 04.2000
- Handled multiple phone lines
- Data Entry by utilizing a Macintosh
- Responsible for all shipping and receiving
- Assisted all staff with daily administrative duties
- Typed interoffice and outgoing correspondence
Manager
Dunkin Donuts
South Boston, MA
09.1995 - 04.2000
- Promoted from Assistant Manager to Manager within one year
- Responsible for administrative and managerial duties
- Trained and mentored new employees
- Assisted in Marketing of location to increase revenue
- Accountable for store budget and sales
- Scheduled employees for weekly shifts
Education
Early Childhood Education Certificate -
Mount Wachussett Community College
01.2008
Some College (No Degree) -
Udemy
Some College (No Degree) - Business Administration And Management
Quinsigamond Community College
Worcester, MASkills
- Microsoft Office
- Email correspondence
- Inbound customer service
- Issue follow up
- Call center experience
- Multitasking and organization
- Phone etiquette
- Senior leadership support
- Data entry
- Customer service
- Product education
- Payment processing
- Complaint handling
- Verbal and written communication
- Upselling techniques
- Active listening
- Empathy and patience
- Point-of-sale system
- Email communication
- Punctuality and reliability
- Appointment scheduling
- Documentation and reporting
- Call handling
- Database research
- Time management
- Decision-making
Affiliations
Actor, Writer, performer
References
References available upon request.
Timeline
Service BDC Agent
Koch RT 2 Toyota
01.2024 - Current
Car Rental Agent
Koch Rt 2 Toyota
01.2024 - Current
Receptionist/Cashier/Document Scanner
Harr Motor Group
10.2022 - 12.2023
Administrative Assistant
Spaulding Electric
10.2021 - 04.2022
Shift Supervisor/ Bartender / Wait Staff
Nancy's Air Field Cafe
09.2012 - 09.2014
Office Manager, Part Time
Coughlan Construction
02.2006 - 06.2022
Office Manager
Insurance Auto Auctions
06.2005 - 01.2006
Administrative Assistant
Colonial Automotive Group
09.2003 - 05.2005
Operations Assistant
Boston Productions
04.1999 - 04.2000
Manager
Dunkin Donuts
09.1995 - 04.2000
Early Childhood Education Certificate -
Mount Wachussett Community College
Some College (No Degree) -
Udemy
Some College (No Degree) - Business Administration And Management
Quinsigamond Community College
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