Maribel Dimas
Anaheim,CA
Summary
Dynamic Customer Service Team Lead with proven skills in communication, coaching, and performance evaluation. Successfully managed team operations across multiple departments, enhancing customer satisfaction and team collaboration.
Overview
18
18
years of professional experience
Work History
Customer Service Team lead
LKQ Pick Your Part
Anaheim, CA
01.2007 - 09.2024
- Managed 150 plus emails, incoming and outgoing calls daily from customers. In regards to parts pricing, vehicle prices, locations, inventory, ETA's on pick ups and scheduling.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Assisted the manger by taking lead of the call center while the manger was out on vacation.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Evaluated representative performance regularly, by listening to recorded calls or live calls. Offered constructive feedback and implementing targeted improvement plans as necessary.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Handled weekly schedules, break and lunch schedules. As well as holiday and vacation times. Assisted with time cards and with corrective action notices.
- Skilled at working independently and collaboratively in a team environment.
- Over saw three different departments that consisted of 65 customer representatives. Helped them by answering their questions on Teams, emails, walking the floors or calls for help from the reps.
- Took lead of the Charity Referral Department. Where I worked with 35 accounts and Donation companies. Provided pricing through emails and handled the scheduling for their orders. Worked on weekly payment reports to verify if their orders where picked up or cancelled. If they where picked up, I would provide them with their check number. If their vehicles where not picked up, provide them with an update.
Education
High School Diploma -
Buena Park High School
Buena Park, CA06-2004
Skills
- Email management
- Quality assurance
- Call center operations
- Performance evaluation
- Team building
- Customer relationship management
- Employee training
- Effective communication
- Coaching new representatives
- Scheduling coordination
- Decision making
Languages
Spanish
Professional
References
References available upon request.
Timeline
Customer Service Team lead
LKQ Pick Your Part
01.2007 - 09.2024
High School Diploma -
Buena Park High School
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