Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Laura Li

The Woodlands,TX

Summary

Customer-focused professional with extensive experience driving customer satisfaction, loyalty, and retention within the automotive industry. Proven ability to lead cross-functional teams, implement process improvements, and manage customer feedback channels to enhance service quality and dealership reputation. Skilled in data analysis, customer engagement strategy,and team training. Adept at building strong relationships with customers and internal stakeholders to align business goals with exceptional service experiences.

Overview

12
12
years of professional experience

Work History

Customer Relations Manager

Fred Haas Nissan
07.2016 - 11.2024
  • 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.
  • Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
  • Identify Key Process Opportunities to monitor and direct a continuous improvement process and build action plans to improve processes and customer experience.
  • Coordinated staff training and new hire orientation focused on customer service excellence and retention.
  • Collaborated with regional teams to align on performance goals and dealership strategies
  • Liaised between customers and organization with particular focus on working with sales and service departments.
  • Organized regular meetings with stakeholders across departments, ensuring alignment on goals related to improving the overall client experience journey.

Accessories Manager

Sandy Sansing Nissan
08.2014 - 03.2016
  • Responsibilities including but not limited to:
  • Sold and explained product details and benefits of accessories on a daily basis.
  • Temporarily assisted MINI dealership with auto sales while short staffed.
  • Scheduling appointments and following up with customers.
  • Managed customer concerns in a timely manner.
  • Parts & accessory ordering and receiving.
  • Building and maintaining vendor relationships.
  • Scheduling and overseeing warranty claims.
  • Maintained accessory and repair orders via Reynolds & Reynolds software.
  • Coordinated appointments loaner vehicles with multiple dealerships.
  • Interacted with customers in order to procure sales.
  • Created and maintained an Excel worksheet that oversaw employee incentive payout.
  • Manage and balance dealer cash drawer daily.
  • Managed inventory effectively, ensuring optimal stock levels and timely replenishment of products.

Administrative Support

Anderson Subaru
12.2012 - 08.2014
  • Oversee multi-line switchboard for all dealer departments.
  • Run all off-premise errands for all dealer departments.
  • Maintain supplies for service waiting area and copy machines.
  • Order paperwork and forms for sales department.
  • Manage distribution and retention of vehicle keys.
  • Complete filing of parts and service customer records daily.
  • Input purchase orders for fixed operations.
  • Provide executive assistance to department heads and owner for any special projects.
  • Prepare orders for meals provided to all weekend employees (20+ orders weekly).
  • Prepare written communications to new customers after purchase and to prospects for secondary financing.
  • Make business development calls and set appointments with secondary financing prospects.
  • Write vehicle detail profiles and for classified ads.
  • Verify vehicle listings have photo and comments.
  • Review inbound sales calls and escalate poor communication to the General Manager.
  • Prepare new car inventory packets and worksheets and manage sales literature supply.
  • Manage and maintain the dealer Retail Delivery Report to the manufacturer.
  • Contact existing customers for referral marketing and sales appointments on newer model.
  • Audit sales log daily with dealer CRM.
  • Manage and balance dealer cash drawer daily.
  • Receive all point of sale customer transactions and down payments.
  • Follow up with service customers after each visit.
  • Create Excel worksheet to keep up with pricing variable for accessory lines for all new vehicle models.

Education

General Courses -

Park University
Parkville, MO
01.2012

High school Diploma - undefined

Hightower High School
Missouri City, TX
01.2006

Skills

  • Great knowledge of the automotive sales industry
  • Outstanding Communication and Interpersonal Skills
  • Superior Customer Orientation
  • Unprecedented Organizational Skills
  • Problem Resolution
  • Client Relations
  • Teamwork Collaboration
  • Excellent Suggestive Selling Skills
  • Strong Work Ethic
  • CRM Software Proficiency
  • Strong Leadership Skills

Accomplishments

Won Global Award of Excellence as a Dealership

2018, 2019, 2020, 2021, 2023, 204


Won Personal Award of Excellence

2018, 2019, 2020, 2023, 2024

Timeline

Customer Relations Manager

Fred Haas Nissan
07.2016 - 11.2024

Accessories Manager

Sandy Sansing Nissan
08.2014 - 03.2016

Administrative Support

Anderson Subaru
12.2012 - 08.2014

High school Diploma - undefined

Hightower High School

General Courses -

Park University

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Laura Li