Summary
Overview
Work History
Education
Skills
Timeline
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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, MD
05.2001

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

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