LAURA E. STEELE
Jeffersonville ,OH
Summary
Diligent teamplayer with comprehensive background in customer care leadership. Demonstrated ability to resolve complex customer issues and enhance satisfaction through strategic problem-solving. Proven track record of fostering productive team environments and refining customer service protocols.
Overview
9
9
years of professional experience
Work History
Senior Customer Care Specialist
Dealertrack
02.2023 - Current
- Answering inbound calls for USAA, and Silver Plus queue; using Genesys Cloud application to transfer calls inhouse and to member services regarding title questions, follow up and training new hires on how to take calls for specific clients; to notate the accounts
- Developed comprehensive training programs for new hires, enhancing the quality of support provided to customers.
- Conducted thorough research to stay updated on industry trends, ensuring accurate information dissemination to customers.
Client Service Representative II, VINtek
Dealertrack
06.2020 - 02.2023
- Processing DMV title inquiry requests through Datalink website, processing DMV record inquiry mail results and entering the results into VINtek time
- Made outbound calls to Dealerships, DMV’s and to USAA member’s requesting title follow up status
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
Client Service Representative II, Title Maintenance Team
Dealertrack
05.2016 - 05.2020
- Ran, completed, passed out daily reporting assignments to the team.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
Client Service Representative II, DLS Team
Dealertrack
10.2015 - 03.2016
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
Education
High School Diploma -
EAST CLINTON HIGH SCHOOL
Leescreek, OHIO06-2004
Skills
- Exceptional communication
- Customer satisfaction measurement
- Strong leadership
- Call center experience
- Email correspondence
- Call logging
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Customer service excellence
- Teamwork skills
- Phone Etiquette
Timeline
Senior Customer Care Specialist
Dealertrack
02.2023 - Current
Client Service Representative II, VINtek
Dealertrack
06.2020 - 02.2023
Client Service Representative II, Title Maintenance Team
Dealertrack
05.2016 - 05.2020
Client Service Representative II, DLS Team
Dealertrack
10.2015 - 03.2016
High School Diploma -
EAST CLINTON HIGH SCHOOL
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