Diana L. Sowers
Ontario,CA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
13
13
years of professional experience
Work History
Client Service Manager
Cox Automotive Inc.
Fontana, CA
08.2020 - 03.2022
- Review departmental performance against key performance indicators and metrics to develop and execute strategies for improvement
- Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work product and effective customer service
- Partner with various market level support teams to ensure effective and efficient operational processes that align with company objectives
- Unwavering commitment to customer service, with ability to build productive relationships, resolve complex issues and win customer loyalty
- Oversees team of client service Associate’s ensuring team provides exceptional client experience
- Leads process improvement and problem-solving efforts to create standard procedures and escalation policies for customer support team
- Monitors metrics and develops actionable insights to improve efficiencies and performance
Front Office Manager
Cox Automotive Inc.
Anaheim, CA
03.2020 - 08.2020
- Managed all title processing transactions for auction location
- Monitored aging title reports for follow up to clients; resulting in developing strong partnerships with clients to reduce aging title issues
- Prioritized daily work volumes to ensure efficiencies and quality work product
- Resolved all dealer registration issues to provide excellent service to customers
Client Service Supervisor
Cox Automotive Inc.
Riverside, CA
07.2016 - 03.2020
- Peer-to-peer collaboration with all operational departments, through daily stand ups, to address any issues related to sale readiness of vehicles
- Reviewed and tracked key performance indicators, utilizing Lean Daily Management methodology, to create and implement process changes for greater efficiencies within department, while supporting overall business objectives
- Reduced outstanding over 90-day open Accounts Receivables to 3%
- Oversaw and supported sale preparations for up to 10 direct reports by assigning duties and reviewing accuracy of work to ensure compliance within company and client policies and procedures
- Developed employee aptitude through on boarding, evaluation, coaching and mentoring; conducted quarterly performance reviews
Client Account Administrator
Cox Automotive Inc.
Riverside, CA
05.2012 - 07.2016
- Developed and strengthened relationships with assigned account representatives through planned contact and meetings by ensuring customer expectations are exceeded
- Completed thorough administrative pre/post sale audit in accordance with account specific procedures, including transmission of sale records and submission of sale proceeds
- Coordinated with all levels of operational team to ensure that repairs and vehicle movement are completed timely to make sure each vehicle is ready for sale day
- Worked closely with assigned accounts to make certain that all outstanding accounts receivables are collected timely
Customer Support Representative
VJ Memorials
Chino, CA
10.2008 - 03.2012
- Ability to prioritize, problem solve and provide effective solutions in fast-paced environment
- Cold-called prospective cemeteries and mortuaries to show value and profitability of companies’ products
- Interfaced with retail customers; quickly evaluated how company products could address their needs
- Accounts payable and receivable using Quick books
- Developed and delivered engaging sales presentations to convey product benefits
- Implemented up-selling strategies by recommending value added products to boost revenue
Education
Mount San Antonio College
Skills
- Policies and procedures
- Strategic planning
- Schedule optimization
- Cost Reduction
- Quality Assurance
- Verbal and Written Communication
- Decision Making
- Department Oversight
- Performance Management
- Coaching and Mentoring
- Background in wholesale automotive sales
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Client Service Manager
Cox Automotive Inc.
08.2020 - 03.2022
Front Office Manager
Cox Automotive Inc.
03.2020 - 08.2020
Client Service Supervisor
Cox Automotive Inc.
07.2016 - 03.2020
Client Account Administrator
Cox Automotive Inc.
05.2012 - 07.2016
Customer Support Representative
VJ Memorials
10.2008 - 03.2012
Mount San Antonio College
Similar Profiles
Andrew TubbsAndrew Tubbs
Director – Information Security | Business Information Security Officer (BISO) at COX AUTOMOTIVE INC.Director – Information Security | Business Information Security Officer (BISO) at COX AUTOMOTIVE INC.
Prasanna GarinePrasanna Garine
Software Engineer II at Cox Automotive Inc.Software Engineer II at Cox Automotive Inc.
CHAD D. CREASMANCHAD D. CREASMAN
Cyber Risk & Compliance Manager at Cox Automotive Inc.Cyber Risk & Compliance Manager at Cox Automotive Inc.
Madison JonesMadison Jones
Data Strategy Analysts Intern at Cox Automotive Inc.Data Strategy Analysts Intern at Cox Automotive Inc.
Ana CoronaAna Corona
Training Specialist at VARP,IncTraining Specialist at VARP,Inc