Leah Mathis
Moline,Illinois
Summary
Customer Experience Manager with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Knowledgeable dealership experience with strong background in enhancing customer satisfaction and loyalty. Successfully improved client retention and streamlined service processes. Demonstrated leadership and problem-solving skills while optimizing team performance.
Overview
5
5
years of professional experience
Work History
Service Manager
McLaughlin Subaru
01.2024 - Current
- Led service team to enhance customer satisfaction and improve service delivery efficiency.
- Implemented training programs for staff, fostering skill development and knowledge retention.
- Analyzed service operations to identify areas for process improvement and cost reduction.
- Developed strategic initiatives to optimize workflow and enhance overall service performance.
- Managed customer complaints effectively, ensuring resolution aligned with company standards and policies.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
Technology Specialist
Subaru of America, Inc
01.2023 - Current
- Developed and implemented software solutions to improve operational efficiencies across departments.
- Collaborated with cross-functional teams to enhance system integrations and streamline workflows.
- Provided technical support and training for staff on new technologies and systems adoption.
- Analyzed user requirements to customize technology tools, ensuring alignment with business goals.
- Improved customer satisfaction by providing timely and effective technology support.
- Responded to numerous reference calls daily, helping patrons with specific information needs.
- Resolved patrons' complaints tactfully and professionally.
- Greeted patrons warmly and offered to assist with issues or needs.
BDC Manager
McLaughlin Motors
01.2023 - Current
- Streamlined customer communication processes to enhance lead conversion rates.
- Developed training programs to improve team performance and customer service delivery.
- Analyzed customer data using CRM tools to identify trends and optimize outreach strategies.
- Coordinated with sales teams to align on targets and ensure consistent messaging across channels.
- Implemented process improvements that increased operational efficiency within the BDC department.
- Monitored key performance indicators to assess team productivity and drive results-oriented initiatives.
- Trained team to answer incoming phone calls and schedule appointments for sales team.
- Reduced staff turnover rates through effective hiring practices focused on selecting candidates well-suited for the demands of the BDC manager role.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Evaluated and monitored BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Streamlined BDC operations by identifying inefficiencies, implementing process improvements, and reducing response times.
Love Promise Coordinator
Subaru of America, Inc
01.2023 - Current
- Managed scheduling and resource allocation for multiple projects, ensuring timely completion of deliverables.
- Planned, executed, and attended events with Corporate Partners
Customer Experience Manager
McLaughlin Motors
03.2021 - Current
- Developed customer feedback systems to enhance service delivery and improve satisfaction rates.
- Leveraged CRM tools to analyze customer interactions, identifying trends for operational improvements.
- Trained and mentored team members on best practices for customer engagement and conflict resolution.
- Implemented strategies to streamline communication channels between departments, improving response times to customer inquiries.
- Conducted regular assessments of customer service metrics, refining processes for increased efficiency.
- Established partnerships with local businesses to create loyalty programs, driving repeat business and community engagement.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Collaborated with marketing teams to align promotional efforts with customer preferences and expectations.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Salesperson
McLaughlin Motors
03.2021 - 01.2023
- Cultivated strong customer relationships to enhance loyalty and drive repeat business.
- Leveraged product knowledge to effectively address customer inquiries and provide tailored solutions.
- Collaborated with team members to optimize sales strategies and improve overall performance.
- Mentored junior sales staff, fostering skill development and enhancing team productivity.
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
Education
Gen Eds -
Black Hawk College
Moline, ILGen Eds -
Scott Community College
Bettendorf, IAHigh School Diploma -
Alleman High School
Rock Island, IL06-2000
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Quality assurance
- Office administration
- Employee supervision
- Outgoing and energetic
- Operational efficiency
- Staff motivation
- Technical troubleshooting
- Quality control
- Project management
- Relationship building
- Analytical thinking
- Customer satisfaction measurement
- Culture development
- Performance evaluations
- Leadership development
- Multiple priorities management
- Task delegation
- Process implementation
Timeline
Service Manager
McLaughlin Subaru
01.2024 - Current
Technology Specialist
Subaru of America, Inc
01.2023 - Current
BDC Manager
McLaughlin Motors
01.2023 - Current
Love Promise Coordinator
Subaru of America, Inc
01.2023 - Current
Customer Experience Manager
McLaughlin Motors
03.2021 - Current
Salesperson
McLaughlin Motors
03.2021 - 01.2023
Gen Eds -
Black Hawk College
Gen Eds -
Scott Community College
High School Diploma -
Alleman High School