Dana Smith
McKinney,United States
Summary
Knowledgeable and dedicated customer service professional excelling in fast-paced, competitive environments. Strategically focused to surpass customer expectations and exceed daily metric performance standards. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Care Agent-Sell
Lithia/Driveway
05.2022 - Current
- Guide customers through the remote vehicle selling process, enhancing customer satisfaction and increasing successful transactions.
- Effectively manage daily average of 75 customer cases via chat, phone, and CRM/email, to drive seamless vehicle selling experiences.
- Utilize market trend reports to educate customers, helping them make informed decisions and optimizing offer acceptance rates.
- Verify vehicle ownership through NMVTIS and review documents, ensuring compliance and accuracy.
- Collaborate with appraisal team to align offers with CARFAX and inspection data, streamlining the sales process.
- Consistently exceeds monthly performance metrics by 50% by securing customer commitments.
Business Development Representative
Advice Local
06.2021 - 03.2022
- Created new business opportunities through cold calling, emails and social media networking.
- Qualified leads through digital research and prospecting.
- Performed daily average of 100 cold calls and 30 emails to qualified leads
- Educated potential partners about SaaS Platform and local listings management solutions. Scheduled demonstrations for sales team.
- Track lead generation, engagement and performance in CRM.
- Used SalesForce to handle current portfolio and prospective leads.
Sales Associate
Nordstrom
08.2011 - 03.2022
- Achieved over $550K in sales in fiscal year, consistently ranking among top ten sellers for 5 years
- Boosted revenue through effective up-selling strategies, enhancing overall team performance
- Utilized product knowledge and problem solving to find solutions for dissatisfied customers
- Developed and executed personalized sales strategies, resulting in a 20% increase in company credit card sign-ups.
Auto Lease Coordinator
Credit Union Of Texas
06.2004 - 03.2011
- Created and successfully managed average of 30 case files daily in a busy call center through skillful prioritizing and organizing
- Conducted thorough audits of lease agreements, detecting discrepancies early and ensuring compliance with legal standards
- Prepared and submitted tax and title documents for DMV legal transfers
- Meticulously reviewed customer credit histories to enhance underwriting precision, contributing to a 20% increase in loan approvals
- Informed lessee about lease end of term policy, early termination penalties and buyout process.
Education
High School Diploma -
Harding High School
St Paul, Mn06.1985
Skills
- Customer Service
- Interpersonal Communication
- Written and Verbal Communication
- Problem Solving Strategies
- Team Collaboration
- Active Listening
- Customer Retention Strategies
- Accountability
- Ethical
- Goal Oriented
- Follow-up skills
- Conflict Resolution
- Time Management
- Microsoft Office Suite
- SalesForce CRM system proficiency
- Call Center Experience
Jobtitle
Customer Service Agent
Timeline
Customer Care Agent-Sell
Lithia/Driveway
05.2022 - Current
Business Development Representative
Advice Local
06.2021 - 03.2022
Sales Associate
Nordstrom
08.2011 - 03.2022
Auto Lease Coordinator
Credit Union Of Texas
06.2004 - 03.2011
High School Diploma -
Harding High School