KAY A. WELCH
Orange Park,FL
Summary
Dynamic customer relations manager with extensive experience in business management and a proven track record of delivering outstanding customer service. Proven ability to develop and implement successful strategies to ensure customer satisfaction and loyalty and retention.
Overview
10
10
years of professional experience
Work History
Customer Relatons Manager
Kia of Orange Park
Orange Park, FL
08.2022 - 07.2026
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer data to identify trends and improve satisfaction metrics.
- Gathered valuable feedback for continuous service improvement.
- Cultivated positive rapport with fellow employees to boost morale and promote retention.
- Resolved complex customer inquiries, ensuring timely and accurate responses.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Trained and mentored staff on effective communication techniques and conflict resolution.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 30% increase in positive reviews.
Service Administrator
Nissan of Orange Park
Orange Park, FL
07.2021 - 08.2022
- Coordinated communication between service department and customers, ensuring timely updates on vehicle status.
- Assisted in resolving customer inquiries and concerns, enhancing overall service experience.
- Pitched in to answer phones to assist about 40 customer inquiries daily
- Managed follow up communication to ensure customer service satisfaction
BDC Service Representative
Hudson Auto Group
Clearwater, FL
06.2019 - 06.2021
- Managed multiple communication channels, including 100 phone calls, 50 texts, emails, and online chat platforms, ensuring prompt responses to customer inquiries.
- Proactively contacted customers to schedule service appointments, ensuring optimal use of technician time.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Maintained accurate records of customer feedback, contributing to process improvements within the service department.
- Trained new team members on best practices for customer interaction and appointment management processes.
Customer Service Rep
Kanes Furniture Company
Clearwater, FL
03.2016 - 03.2019
- Managed 100-150 customer inquiries in person and over the phone, ensuring timely follow-up.
- Processed credit card, check and cash payments and scheduled deliveries and repairs.
- Created and maintained accurate reports and records using available technology. Maintained composure under high-stress situations, trained new employees.
- Excellent work ethics, interpersonal, verbal and written communication skills led to Employee of the Quarter award.
- Collaborated with team members to resolve customer issues promptly and effectively.
Education
Marketing, Mgmt, & Entrepreneurship Principles
Pinellas Technical College
Clearwater, FL12-2016
Skills
- Customer needs assessment
- Complaint handling
- Strong work ethic
- Follow-up skills
- Relationship building
- Policy enforcement
Timeline
Customer Relatons Manager
Kia of Orange Park
08.2022 - 07.2026
Service Administrator
Nissan of Orange Park
07.2021 - 08.2022
BDC Service Representative
Hudson Auto Group
06.2019 - 06.2021
Customer Service Rep
Kanes Furniture Company
03.2016 - 03.2019
Marketing, Mgmt, & Entrepreneurship Principles
Pinellas Technical College