Diana Schaffroth
Customer Satisfaction And Retention Specialist
Saint Augustine,FL
Summary
Experienced office professional with over 30 years in customer relationship management and strategic marketing. Skilled in front and back office operations, document preparation, and providing executive support. History of enhancing communication and achieving organizational goals. Available for relocation to pursue new opportunities.
Overview
12
12
years of professional experience
7
7
Certifications
1
1
Language
Work History
Retail Sales Manager/Auction Coordinator
ASAP TOWING & STORAGE
- Independently self-assigned role; selection/marketing used vehicles.
- Verified and analyzed free-and-clear title issues, odometer readings and VIN numbers, marked units.
- Prepared auction list for distribution, compiling ad text, photography and graphics for advertising.
- Accurately recorded all bidding activity during live auction.
- Collected and recorded cash and certified payments.
- Prepared tax and title documents and submitted all transfer work to DMV.
- Liaised with motor vehicle authorities to solve issues of pending titles.
- Designed and published calendar of auction dates for mass mailing to over 1000 new prospective buyers.
Title Clerk/OfficeManager
ONE TUFF MUDDER
- Managed dealership front office, triaged all incoming calls and visitors.
- Provided clerical support to business owner; aggregated and prepared all licensing applications, quarterly tax returns, purchase orders.
- Processed auto title and insurance documents at sale closing.
- Ensured lienholder responsibility for trade-in vehicles or new purchases, odometer disclosure, VIN verification.
- Prepared repair orders for service department and advised customers with focus on retention and return.
- Processed accounts payable; including weekly payroll.
- Personally designed and implemented business plan for expansion into retail jeep rentals resulting in 30% annual profit after launch.
- Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
Property Manager
Public Storage
04.2025 - Current
- Utilized property management software to enhance administrative efficiency by tracking leases and generating financial reports.
- Navigated legal challenges such as evictions and disputes, significantly reducing financial risks.
- Implemented technology solutions that improved tenant communication and streamlined administrative workflows.
- Supervised daily operations of storage facilities, guaranteeing high levels of customer satisfaction.
- Coordinated essential maintenance and repairs to maintain property standards and tenant satisfaction.
- Managed leasing processes, focusing on tenant screening and contract negotiations to optimize occupancy.
- Developed marketing strategies that successfully attracted prospective tenants to available units.
Title Clerk
VOLKSWAGEN of ST AUGUSTINE
10.2021 - 05.2024
- Maintained compliance with state regulations by staying up-to-date on changes in laws pertaining to titles and registrations.
- Streamlined title processing by efficiently managing documentation and maintaining accurate records.
- Coordinated efforts between sales staff, finance managers, and DMV offices to provide clients with prompt service regarding their vehicle titles.
- Continuously improved processes for title management, identifying areas of improvement and implementing changes where necessary.
- Negotiated successfully with lienholders to resolve outstanding debt issues impacting clients' ability to secure clear vehicle titles promptly.
- Enhanced customer satisfaction by providing timely and accurate title information for vehicle transactions.
- Examined and verified 100 titles weekly
- Assisted customers with complex title issues, providing guidance and support throughout resolution process
Office Manager/Controller
RV ONE
04.2020 - 07.2020
- Managed CRM database, including troubleshooting, maintenance, updates and report generation.
- Recorded expenses and maintained accounting records in SmartSheets
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Monitored and evaluated personnel performance to complete reviews, recommend advancement or address productivity concerns.
- Streamlined office operations by implementing efficient filing systems and organizational strategies
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment
Marketing Specialist/Sales Associate
OLSON MOTORS LLC
02.2018 - 03.2020
- Posted pre-owned inventory to various applications; writing ad copy and producing attractive, professional images.
- Initiated first contact with new, existing and potential customers to develop and maintain business relationships and further sales.
- Maintained company social media links, responded to customers in live chat.
- Negotiated purchase prices and explained sales, warranty and optional products.
- Processed prime and subprime finance applications and procured documentation.
- Offered top-notch, diligent service and support to boost sales and customer satisfaction
- Increased overall quality of used inventory through effective trade-in and auctioning policies realizing 40% increase in new customer sales.
- Collaborated with creative teams to develop visually appealing marketing materials for print and digital channels.
Retail Sales Manager/Auction Coordinator
ASAP TOWING & STORAGE
02.2017 - 02.2018
- Independently self-assigned role; selection/marketing used vehicles.
- Verified and analyzed free-and-clear title issues, odometer readings and VIN numbers, marked units.
- Prepared auction list for distribution, compiling ad text, photography and graphics for advertising.
- Accurately recorded all bidding activity during live auction.
- Collected and recorded cash and certified payments D, Prepared tax and title documents and submitted all transfer work to DMV.
- Liaised with motor vehicle authorities to solve issues of pending titles.
- Designed and published calendar of auction dates for mass mailing to over 1000 new prospective buyers.
Title Clerk/Business/Office Manager
ONE TUFF MUDDER LLC
09.2014 - 02.2017
- Managed dealership front office, triaged all incoming calls and visitors
- Provided clerical support to business owner; aggregated and prepared all licensing applications, quarterly tax returns, purchase orders
- Processed auto title and insurance documents at sale closing.
- Ensured lienholder responsibility for trade-in vehicles or new purchases, odometer disclosure, VIN verification.
- Prepared repair orders for service department and advised customers with focus on retention and return.
- Processed accounts payable; including weekly payroll.
- Maintained website and sales data.
- Personally designed and implemented business plan for expansion into retail Jeep rentals resulting in 30% annual profit after launch.
Title Clerk
ONE TUFF MUDDER
04.2014 - 02.2016
- Reviewed state regulations to ensure compliance with rules and regulations governing motor vehicles titles.
- Veufied liens and bank payoffs of trade vehicles and units purchased privately for resale.
- Liaised across departments to troubleshoot issues surrounding title processing.
- Determined and resolved issues concerning procurement and processing of Florida and out-of-state vehicle titles.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
Education
High school diploma or GED - undefined
Souderton Area High School
Souderton, PABusiness Marketing (Some college) - undefined
Community College of Philadelphia
Skills
Communication skills
Research
ACCURACY AND PRECISION
Sales tax
Phone call management
Organizational skills
General ledger accounting
Customer support and retention (10 years)
SOFTWARE PROFICIENT
Excel data analysis
PROBLEM-SOLVING APTITUDE
Organization and Time management
Executive administrative support
Accounting systems
Strategic partnerships
ADAPTABILITY, FAST-LEARNING
Content strategy (6 years)
Interpersonal skills
Time management
Financial data reconciliation
Windows (10 years)
Conflict management
Microsoft PowerPoint
Expense management
Word processing (10 years)
Financial management
Verbal Communication
Title processing
Payroll
Professional networking
Excellent written and verbal communication skillsCommunication skills (10 years)
Teamwork
Content development
Adobe Acrobat
Guest rapport building
Calendar management
CRM system proficiency
Invoice data entry
Bookkeeping
Accounts receivable
Bank reconciliation (10 years)
Accounting
VLOOKUP function
Accounting within automotive industry
Content marketing
Microsoft Outlook (10 years)
Google Docs (10 years)
Microsoft Office
Reading comprehension
Title Research
Journal entry management in accounting
Accounts payable
Attention to detail
Account reconciliation (10 years)
Multitasking
Accounting and finance experience
Appointment scheduling
Computer operation
ADP
Document review
Typing - Average typing speed (100-120 WPM)
Travel planning
DEALERTRACK
Certification
Certified Notary Public
Links
https://bold.pro/my/diana-schaffroth
Affiliations
Independent Automobile Dealers Association
Association of American Auto Auction
National Association of
Notary Public
Ongoing Dealer Education
Timeline
Property Manager
Public Storage
04.2025 - Current
Title Clerk
VOLKSWAGEN of ST AUGUSTINE
10.2021 - 05.2024
Office Manager/Controller
RV ONE
04.2020 - 07.2020
Marketing Specialist/Sales Associate
OLSON MOTORS LLC
02.2018 - 03.2020
Retail Sales Manager/Auction Coordinator
ASAP TOWING & STORAGE
02.2017 - 02.2018
Title Clerk/Business/Office Manager
ONE TUFF MUDDER LLC
09.2014 - 02.2017
Title Clerk
ONE TUFF MUDDER
04.2014 - 02.2016
High school diploma or GED - undefined
Souderton Area High School
Business Marketing (Some college) - undefined
Community College of Philadelphia
Retail Sales Manager/Auction Coordinator
ASAP TOWING & STORAGE
Title Clerk/OfficeManager
ONE TUFF MUDDER