Demetra Melgar

• Determine plans for improvement and maintain ongoing scores against national goals via customer feedback evaluation
• Reconcile month end ledgers along with supporting documentation with an aim to streamline body shop operations
• Lead and control all aspects of Lexus certification program
• Arrange events such as in-dealership training and new model consumer events
• Evaluate CSI scores and employee's performances to gain desired outcomes.
• Maintained 95.1% customer satisfaction level using detailed working knowledge of all areas of dealership.
• Earned several rewards in recognition of outstanding performance.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Service Advisor / February 2003-June 2004
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

• Estimated and finalized deals via collaboration with accounting department as well as validated losses and profits
• Scrutinized and verified vehicle deals for accuracy and missing documents; interfaced with finance department
• Wholly responsible for new/existing employees completing assessments and enrolling in classes with Lexus College, as well as supporting them to achieve their Lexus senior and master certification
• Identified and resolved complex technical issues using appropriate course of action
• Accurately processed vehicle sales tax, titles, and licenses
• Formulated and steered paperwork and submission to lending institutions.
• Executed and assisted with new computer software / technology for office.
• Recruited, interviewed and hired employees and oversaw cashier / receptionist.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Assisted in event planning efforts for company gatherings, conferences, or workshops to enhance employee engagement and networking opportunities.

• Produced and implemented customer satisfaction guarantee program which directly resulted an increase in sales.
• Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.

• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Scrutinized and verified vehicle deals for accuracy and missing documents; interfaced with finance department
• Estimated and finalized deals via collaboration with accounting department as well as validated losses and profits
• Reconciled account files and produced monthly reports.
• Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.