DESIREE CAPELLO
Holland,MI
Overview
3
3
years of professional experience
Work History
BDC Representative
Crown Motors Toyota
Holland, MI
03.2025 - 08.2025
- Delivered exceptional customer service through active listening and timely problem resolution.
- Optimized system usage for efficient tracking of leads and client communication history.
- Collaborated with sales team to ensure comprehensive service coverage for customers.
- Identified and resolved issues independently to minimize business disruptions.
- Increased part sales through proactive follow-up calls as requested by service advisors.
- Maintained detailed records of customer interactions to ensure consistent communication.
- Utilized Toyota warranty program to provide feedback on open recalls and coverage options.
- Coordinated with Toyota parts department via email and phone to manage inventory needs.
Customer Service Representative
JENKINS NISSAN
Lakeland, FL
08.2023 - 02.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Handled complaints and questions, and re-directed calls to other team members.
- Reduced no-show rates by consistently following up with clients prior to their scheduled appointments.
Customer Service Cashier
AutoZone
Lakeland, FL
10.2022 - 07.2023
- Demonstrated versatility by cross-training in various departments throughout the store when required.
- Met customer service goals and exceeded customer expectations.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Processed refunds and exchanges in accordance with company policy.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Answered product questions using knowledge of sales and store promotions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Handled cash with high accuracy and took care to check bills for fraud.
- Redeemed coupons to discount purchases.
- Worked with floor team and managers to meet wide range of customer needs.
- Answered phone calls and answered questions from potential customers.
Education
High School Diploma -
ZEELAND EAST HIGHSCHOOL
Zeeland, MI05-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Professional telephone demeanor
- Scheduling
- Appointment scheduling
- Administrative support
- Filing
Additional Information
References:
Mario scuderi | 8636862800 | Director of Nissan
Jessica Rodrigez | 8636862800 | warranty manager of Nissan
Sandy Cruz | 8636864466 | tax agent
Timeline
BDC Representative
Crown Motors Toyota
03.2025 - 08.2025
Customer Service Representative
JENKINS NISSAN
08.2023 - 02.2025
Customer Service Cashier
AutoZone
10.2022 - 07.2023
High School Diploma -
ZEELAND EAST HIGHSCHOOL