Diane Dumas
West Palm Beach,FL
Summary
I am a responsible, reliable and hardworking team player who enjoys helping others. I am very personable and am capable of fitting into different working environments. I aim to please and take pride in the work that I do. I have excellent customer service and communication skills. I am also effective at multitasking under pressure, while maintaining a friendly attitude.
Overview
10
10
years of professional experience
Work History
Service Administrator
Schumacher Automotive
10.2021 - Current
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Streamlined service processes for increased efficiency by implementing an improved record-keeping system.
- Reduced resolution time with proactive problem-solving techniques, ensuring swift issue management.
- Coordinated with multiple departments to ensure timely delivery of services, improving overall effectiveness.
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Provided exceptional support to clients, maintaining professionalism and empathy during all interactions.
- Monitored service performance metrics, identifying areas for improvement and recommending solutions.
- Maintained comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Developed and maintained comprehensive databases of service history, facilitating easy access to relevant information for faster problem resolution and informed decision making.
- Created organized filing system to manage department documents.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Team Leader
OffLease Only
08.2018 - 08.2020
- Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Daily reporting of statistical and performance feedback
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
BDC Agent
OffLease Only
09.2015 - 08.2018
- Obtain client information by answering telephone calls; interviewing clients; verifying information
- Establish policies by entering client information; confirming pricing
- Schedule appointments for customer at correct time, date, and location
- Including additional data to help the sales
- Inform clients by explaining procedures; answering questions; providing information
- Contacting customers, through DealerSocket, making notations on calls
- Maintain and improves quality results by adhering to standards and guidelines; recommending improved procedures
Cashier
McDonald's
03.2014 - 09.2015
- Greeted customers in a timely fashion while quickly determining their needs
- Maintained knowledge of current sales, promotions, policies regarding payment/ exchanges and security practices
- Responded to customer questions and requests in a prompt and efficient manner
- Engaged with customers in a sincere and friendly manner
- Completed all cleaning, stocking and organizing tasks in assigned sales area
- Built relationships with customers to increase likelihood of repeat business
Education
High School Diploma -
John I Leonard High School
West Palm Beach, FL01.2014
Skills
- Self Motivated
- Communication skills
- Documentation and reporting
- Problem-solving skills
- Administrative Management
- Vendor Relationship Management
- Organizational Skills
- Data Entry
- Spanish fluency
- Adaptability
- Detail oriented
- Telephone Etiquette
- Asset Management
- Service Level Agreements
- Policy Enforcement
- Professionalism
- Time Management
- Multitasking Abilities
- Payment Processing
- Troubleshooting
- Data Management
- Proficient in DealerSocket, CDK
- Proficient in Excel and Microsoft office
Timeline
Service Administrator
Schumacher Automotive
10.2021 - Current
Team Leader
OffLease Only
08.2018 - 08.2020
BDC Agent
OffLease Only
09.2015 - 08.2018
Cashier
McDonald's
03.2014 - 09.2015
High School Diploma -
John I Leonard High School
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