Leah Mathis
Moline,IL
Summary
Dynamic Customer Experience Manager with a proven track record at McLaughlin Motors, excelling in team management and process improvement. Enhanced customer satisfaction ratings through effective complaint resolution and staff training. Skilled in customer relationship management, fostering strong client connections while driving operational efficiency and employee motivation.
Overview
5
5
years of professional experience
Work History
Service Manager
McLaughlin Motors
Moline, IL
03.2021 - Current
- Supervised daily operations of service department to ensure efficient workflow.
- Managed scheduling and assignments for service technicians and support staff.
- Coordinated customer service initiatives to enhance client satisfaction and retention.
- Implemented process improvements to streamline service operations and reduce wait times.
- Trained new employees on service protocols and company policies.
- Resolved customer complaints by effectively communicating solutions and alternatives.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Hired and trained service department staff to drive performance.
- Motivated and supported employees to maintain low turnover.
- Collaborated with customers to offer solutions to service needs.
- Pitched in to complete various duties during peak periods or employee absences.
- Adhered to customer service standards to foster satisfaction and retention.
- Monitored service performance metrics to identify areas of improvement.
- Monitored employee performance through key metrics analysis.
- Trained new employees on the use of customer relationship management software systems.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
Customer Service Manager
McLaughlin Motors
Moline, IL
03.2021 - Current
- Implemented new processes to enhance customer satisfaction and service quality.
- Trained and mentored staff on customer service best practices and policies.
- Managed customer inquiries and resolved issues effectively and efficiently.
- Monitored customer feedback channels to identify areas for improvement.
- Conducted regular performance evaluations for team members to ensure high standards.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated employee job performance and motivated staff to improve productivity.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
BDC Manager
McLaughlin Motors
Moline, IL
03.2021 - Current
- Managed daily operations of the business development center team.
- Developed training programs to enhance staff performance and skills.
- Oversaw customer communication strategies to improve engagement and satisfaction.
- Coordinated cross-department collaboration to streamline workflow efficiency.
- Managed day-to-day operations of the BDC including scheduling shifts, assigning tasks.
- Resolved escalated customer issues promptly and professionally.
- Identified areas of improvement within the BDC operations to increase efficiency and effectiveness.
- Provided timely responses to customer inquiries via phone, email, and other communication channels.
- Conducted multi-channel communication with customer via email, phone and website.
- Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
Education
Blackhawk College
East Moline, IL06-2002
High School Diploma -
Alleman High School
Moline, IL06-2000
Bachelor of Business Administration acquired credits at UWM - General Studies
University of Phoenix - Online
Tempe, AZSome College (No Degree) - Business Management
UWM
Milwaukee, WISkills
- Team management
- Complaint resolution
- Customer relationship management
- Scheduling coordination
- Process improvement
- Problem solving
- Analytical thinking
- Customer engagement
- Communication strategies
- Staff training and mentoring
- Conflict resolution
- Relationship building
- Leadership development
- Staff motivation
- Positive attitude
- New employee hiring
- Client retention strategies
- Culture development
- Verbal and written communication
- Schedule management
- Employee supervision
- Customer service management
- Productivity monitoring
- Multitasking and organization
Timeline
Service Manager
McLaughlin Motors
03.2021 - Current
Customer Service Manager
McLaughlin Motors
03.2021 - Current
BDC Manager
McLaughlin Motors
03.2021 - Current
Blackhawk College
High School Diploma -
Alleman High School
Bachelor of Business Administration acquired credits at UWM - General Studies
University of Phoenix - Online
Some College (No Degree) - Business Management
UWM