JACQUELINE WHETZLER
Glen Burnie
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency and positively impact company success.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
IAG Performance
05.2023 - Current
- Certified Gorgias agent assisting with technical product inquiries, installation and warranty service.
- Created a database of macro responses for first contact, common technical inquiries and sponsorship requests for Subaru and Bronco product lines.
- Implemented SOP for difficult customer transactions to maintain compliance with distribution networks.
- Tracking and reporting of product issues to improve manufacturing quality, maximize profitability and mitigate customer complaints.
- Communicated customer service issues to marketing and web team to improve product listings, installation videos and educational media.
- Tested products to resolve customer complaints, offer feedback to engineering and manufacturing.
- Traveled to Subaru and Bronco events, booth merchandising, product sales, installation assistance.
Love Promise Champion
Annapolis Subaru
06.2021 - 05.2023
- Nominated for position at inception by management because of continued dedication to superior customer service
- Demonstrated commitment to Subaru HEART pillars - Honesty, Empathy, Appreciation, Respect and Trust
- Utilized the HEART pillars to improve operations based on customer feedback and problem areas
- Continued private training on how to improve dealership processes, improve customer experience and adapt to market changes
Senior Master Part Advisor
Annapolis Subaru
01.2006 - 05.2023
- Maintained highest available levels of brand and industry training to ensure accuracy and sales maximization.
- Demonstrated ability to manage multiple tasks while remaining adaptable, flexible and positive.
- Developed and maintained a loyal retail, wholesale and fleet customer base by continually nurturing business relationships.
- Performed minor maintenance services on vehicles to improve customer satisfaction.
- Offered technical assistance to customers and repair shops utilizing technical service manuals to ensure repairs are made to manufacturer standards.
- Collaborated with multiple departments to streamline purchase and service processes, maximizing profits and customer satisfaction.
- Properly merchandised, stocked, priced and maintained department retail storefront to maximize profits and customer interest.
- Generated dealership marketing materials and signage utilizing Subaru marketing management software, MS Office, Adobe PS.
- Coordinated and managed automotive events for brand enthusiasts to increase sales and visibility.
- Managed multiple dealership accounts on automotive forums for part sales, technical assistance and advertising.
Parts Counter Person
Wilkins Subaru
01.2002 - 12.2005
- Managed inventory stock, returns, buybacks, and discrepancies.
- Generated revenue for a low volume dealer by creating an online business for performance parts and accessories and growing sales to $25k/month.
- Gathered core knowledge of product brand, department processes, inventory control and customer service.
Education
High School Diploma -
Glen Burnie High School
Glen Burnie, MD05.2001
Skills
- EraIgnite / Reynolds
- CollisionLink / RepairLink
- PartsEye
- Microsoft Office
- Photoshop / Marketing
- Customer Service
- Phone Etiquette
- Inventory Management
- Automotive Repairs & Maintenance
- Home Improvement
- Team Leadership & Building
Timeline
Customer Service Representative
IAG Performance
05.2023 - Current
Love Promise Champion
Annapolis Subaru
06.2021 - 05.2023
Senior Master Part Advisor
Annapolis Subaru
01.2006 - 05.2023
Parts Counter Person
Wilkins Subaru
01.2002 - 12.2005
High School Diploma -
Glen Burnie High School