Dana Shirk
Manheim,PA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Business Service Specialist II
Cox Automotive
Manheim, PA
02.2023 - Current
- Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
- Performed administrative tasks such as data entry.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Worked with customers to register vehicles for weekly sales.
- Coordinated with many departments to ensure vehicles were repaired and ready for sale.
Dealer Services Specialist
Cox Automotive
Manheim, PA
02.2007 - 02.2023
- Ensured compliance with company policies and procedures related to dealer services activities.
- Developed strong relationships with dealers by providing ongoing support and guidance.
- Collaborated closely with other members of the Dealer Services team in order to achieve established goals.
- Provided excellent customer service to dealerships by responding to inquiries in a timely and professional manner.
- Identified opportunities for process improvement within the department.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Manheim Central Senior High School
Manheim, PA06-1979
Skills
- Data Collection
- Call Management
- Product Knowledge
- Complaint resolution
- Inbound and Outbound Calling
- Data Entry
- Prioritization
- Follow-up skills
- Account Management
- Microsoft Outlook
- Microsoft Excel
- Adaptive team player
- Client Relations
- Administrative Support
- Customer Service
References
References available upon request.
Timeline
Business Service Specialist II
Cox Automotive
02.2023 - Current
Dealer Services Specialist
Cox Automotive
02.2007 - 02.2023
Manheim Central Senior High School