CYNTHIA WAGNER
Harmony,Florida
Summary
Results-orientated with a proven track record of driving customer satisfaction and retention through the implementation of effective strategies.
Overview
32
32
years of professional experience
Work History
Customer Relations Manager
Toyota of Orlando
Orlando
02.2013 - Current
- Managed sales customer satisfaction
- Handled escalated customer complaints via, social media, chats, Facebook, Google
- BBB, telephone and in person
- Maintained positive relationships with customers to maintain and improve customer satisfaction and improve loyalty brand
- Handled all Spanish speaking customers
- Completed daily reports of each sales specialist regarding customer feedback and experience.
Customer Relations Manager
Toyota Winter Park
Winter Park, Florida
04.2007 - 02.2013
- Resloved all customer complaints for sales and service departments
- Managed the front reception desk
- Followed up with customers via telephone, email
- Assisted with monthly dinners for new customers
- Handled all incoming Spanish calls.
Customer Service Coordinator
Banco Popular
02.2007 - 02.2009
- Part-time weekend position
- Provided customer service to customers that had past due credit cards or mortgage payments
- Resolved invoice and incorrect pay postings
- Collected past due payments and arranged for scheduled payment arrangements.
Customer Service Representative
Ocwen Federal Bank
Orlando, Florida
01.2004 - 01.2007
- Resolved statement discrepancy
- Settled dispute account's and collected final payments
- Skip traced accounts that were 60, 90 and 120 days past due
- Pulled credit reports
- Assisted customers with options to payoff accounts.
Ramp Specialist
AMR Corporation(American Airlines)
Las Vegas, Nevada
02.1994 - 04.1999
- Provided ground support services for aircraft and passengers to ensure smooth air travel operations
- Help pilot taxi in aircraft safely
- Unloaded and loaded 3000 pounds of mail and luggage
- Ensured that all safety regulations were followed
- Worked with other team members to meet Flight arrival and departure times.
Education
Criminal Justice -
Valencia College
Orlando, Florida 12.2025
Skills
- Attention to detail
- Time management
- Organization
- Managed sales team to improve customer satisfaction
- Maintained accurate records
- Resolved escalated customer complaints
- Closed cases in a timely manner
- Customer interactions via telephone, email, google, social media, in person, and mail
- Managed the front desk receptionist
- Maintained positive relationships with customers to improve retention and the loyalty brand
- Excel and Word Reports
- Spanish
References
References upon request
Languages
Spanish
Native or Bilingual
Timeline
Customer Relations Manager
Toyota of Orlando
02.2013 - Current
Customer Relations Manager
Toyota Winter Park
04.2007 - 02.2013
Customer Service Coordinator
Banco Popular
02.2007 - 02.2009
Customer Service Representative
Ocwen Federal Bank
01.2004 - 01.2007
Ramp Specialist
AMR Corporation(American Airlines)
02.1994 - 04.1999
Criminal Justice -
Valencia College