Diane Boyd
Summary
Personable and dedicated Escalated Customer Service Representative with extensive experience in the Automotive and Service industry. I am a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients/customers. Motivated to maintain customer satisfaction and contribute to company success. Devoted to giving every customer a positive and memorable experience. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Experience stepping into roles and quickly making positive changes to drive company success and turn negative feedback into positive feedback. Gifted at working with all types of customers and looking for a new role where hard work and dedication will be highly valued.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Texas Direct Auto / Vroom Automotive
Stafford, TX
04.2010 - 03.2024
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Monitored phone calls to provide feedback and coaching.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Conducted research and reviewed findings to solve customer issues.
- Audited customer account information to identify issues and develop solutions.
- Reviewed accounts for payments received or approved credit arrangements.
- Created and managed budgets for travel, training and teambuilding activities.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed completed work to verify consistency, quality and conformance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Organized client contracts, records and reports to strengthen traceability.
- Explained benefits, features and recommendations to maximize client retention.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Conducted training and offered staff development opportunities to decrease process lags.
- Led team engagement to assist cross-functional departments and achieve goals.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Skills
- Talent Development
- Audit Support
- Training and mentoring
- Call Monitoring
- Complaint resolution
- One Call Resolution
- Quality Assurance
- Handling Escalations
- Schedule Coordination
- Customer Relationship Management (CRM)
- Staff Management
- Cross-Functional Collaboration
- Cash Handling
- Product Knowledge
- Social Media Monitoring
- Skilled multi-tasker
- Tactful and diplomatic
- Talent Allocation
- Issue Resolution
- Meticulous attention to detail
- Problem-Solving
- Customer Retention
- Customer Relations
- Focused on customer satisfaction
- Customer Service
- Customer-focused
- Positive and Constructive Feedback
- Decision-Making
- Client relations and retention
- Employee Scheduling
- Excellent time management skills
- Account Management
- Policy Enforcement
- Deadline-oriented
- Turnover Minimization
Languages
English
Professional
Accomplishments
- BBB - Better Business Bureau - I worked directly with them to turn Texas Direct Auto to an( A+) rating back in 2012-2019.
- EBAY - to be at 100% rating 2010-2016.
Certification
- ISMs in Action - Raising Our Level of Awareness / Customer Satisfaction 2015.
- Arbinger Institute - Developing and Implementing an OUTWARD MINDSET 2021-2023.
Affiliations
- Houston Livestock Show and Rodeo Calf Scramble.
- FFA - Showing Livestock Animals.
References
References available upon request.
Timeline
Customer Service Manager
Texas Direct Auto / Vroom Automotive
04.2010 - 03.2024
- ISMs in Action - Raising Our Level of Awareness / Customer Satisfaction 2015.
- Arbinger Institute - Developing and Implementing an OUTWARD MINDSET 2021-2023.
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