Kerri Santana
San Luis Obispo,CA
Summary
Highly organized and motivated Account Executive with demonstrated track record of building relationships with clients. Skilled in financial analysis, customer service and problem-solving. Experienced in coordinating activities with various departments to achieve strategic objectives. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Account Executive
Ally
10.2018 - Current
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Leveraged CRM to collect, organize and manage sales data and customer information.
- Serviced accounts and proposed new products and services to maximize revenue.
- Distributed marketing materials to existing and prospective clients to promote products and services.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Managed and resolved service claim concerns daily.
Customer Relations Manager
Perry Ford Lincoln
06.2017 - 10.2018
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created customer support strategies to increase customer retention.
- Developed and implemented standards for staff to provide consistent service to customers.
- Partnered with General Manager to deliver services that support CSI objectives.
- Consistently achieved CSI goals, resulting in large payments to the dealership.
- Managed over 50 customer calls per day.
- Established performance and service goals and held associates accountable for individual performance.
Service Advisor
Perry Ford Lincoln
04.2015 - 06.2017
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Worked with extended service contract providers to complete estimates and approvals.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
Finance Manager
Perry Ford
01.1999 - 12.2002
- Proficiently completed and submitted paperwork.
- Maintained knowledge of current and upcoming financing options.
- Structured vehicle transactions for loan requirements.
- Developed strong relationships with lenders.
- Processed DMV paperwork.
Education
High School Diploma -
Norco High School
Norco, CA06.1989
Skills
- Account Servicing
- Needs Assessment
- Business Development
- Account Management
- Territory Management
- Progress Reporting
- Sales Strategies
Certification
AFIP Certified
Timeline
Account Executive
Ally
10.2018 - Current
Customer Relations Manager
Perry Ford Lincoln
06.2017 - 10.2018
Service Advisor
Perry Ford Lincoln
04.2015 - 06.2017
Finance Manager
Perry Ford
01.1999 - 12.2002
High School Diploma -
Norco High School
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