Jennifer Lujano
Los Angeles,CA
Summary
Dynamic customer service professional with extensive experience at Vista Ford Lincoln, excelling in enhancing customer satisfaction and lead conversion. Proven ability to manage multiple communication channels and resolve inquiries efficiently. Strong multitasking and analytical skills contribute to a goal-oriented approach, ensuring seamless transactions and fostering positive client relationships.
Overview
12
12
years of professional experience
Work History
BDC Service Representative
Vista Ford Lincoln
Woodland Hills, CA
05.2021 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
- Achieved high level of customer service by assisting customers and assessing needs.
- Managed multiple communication channels, including phone calls, emails, and online chat platforms, ensuring prompt responses to customer inquiries.
- Coordinated effectively with various departments within the dealership to facilitate seamless transactions between sales, finance, parts, and service teams.
- Collaborated with service technicians for timely updates on vehicle status, ensuring prompt communication with customers.
- Improved lead conversion rates by conducting thorough follow-ups and providing detailed information on available services.
- Answered incoming customer calls to solve problems, enter orders and complete follow-up procedures.
Receptionist
Vista Ford Lincoln
Woodland Hills, CA
05.2021 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
Contracts Clerk
Vista Ford Lincoln
Woodland Hills, CA
05.2021 - Current
- Enhanced contract management by thoroughly reviewing and analyzing contractual agreements.
- Maintained an organized contract database, ensuring easy access to all relevant information.
- Managed multiple contracts simultaneously while maintaining attention to detail and meeting deadlines.
Customer Service Representative
Best Buy
Los Angeles, CA
02.2017 - 02.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Gaming Associate
Fry’s Electronic
Burbank, CA
01.2014 - 01.2017
- Assisted guests with questions about game rules or strategies—ensuring an enjoyable experience for novice gamers while maintaining a competitive environment for seasoned players.
- Maintained high standards of personal appearance and grooming in accordance with company policies, contributing to a polished and professional atmosphere at all times.
- Actively participated in departmental meetings aimed at improving overall efficiency within the gaming area.
- Informed security personnel and supervisors of problems, violations or irregularities.
Education
No Degree - General Studies
Los Angeles City College
Los Angeles, CAPolytechnic High School
Sun Valley, CA06.2011
Skills
- Strong multitasking
- Goal-oriented mindset
- Call center experience
- Appointment scheduling
- Follow-up procedures
- Appointment setting
- Follow-up calls
- Positive attitude
- Customer service
- Multitasking
- Reliability
- Excellent communication
- Active listening
- Inbound and outbound calls
- Phone etiquette
- Analytical thinking
- Payment processing
- Adaptability
- Email etiquette
- Professional demeanor
Accomplishments
Deans list Fall 2020
Timeline
BDC Service Representative
Vista Ford Lincoln
05.2021 - Current
Receptionist
Vista Ford Lincoln
05.2021 - Current
Contracts Clerk
Vista Ford Lincoln
05.2021 - Current
Customer Service Representative
Best Buy
02.2017 - 02.2020
Gaming Associate
Fry’s Electronic
01.2014 - 01.2017
No Degree - General Studies
Los Angeles City College
Polytechnic High School