Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Maricela Brown

Norwalk,Ca

Summary

Customer Service-oriented Telemarketer with passion for providing excellent customer service. Friendly, personable and always professional under pressure. Known for thriving in fast-paced and busy environments.

Overview

25
25
years of professional experience

Work History

BDC Service Representative

H Greg Nissan
08.2020 - Current
  • Collaborated with service technicians for timely updates on vehicle status, ensuring prompt communication with customers.
  • Assisted in creating promotional materials, driving awareness and interest in dealership services.
  • Provided support to other BDC representatives during peak hours, maintaining high levels of productivity and customer satisfaction.
  • Reduced no-show rates by diligently confirming appointments via phone or email reminders.
  • Answered incoming customer calls to solve problems, enter orders and complete follow-up procedures.
  • Delivered product and service information to customers and identified upselling opportunities to maintain and increase income streams from customer relationships.
  • Participated in ongoing training programs to stay current with industry trends and best practices for BDC operations.
  • Maintained accurate records of customer interactions, improving database quality and facilitating targeted followups.
  • Assisted in resolving customer issues by competently responding to both internal and external customer requests.
  • Utilized CRM software to efficiently track customer interactions, monitor progress on sales leads, and provide reports for management review.
  • Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
  • Achieved high level of customer service by assisting customers and assessing needs.

Waitress

Olive Garden Italian Restaurant
12.2014 - 04.2020
  • Always greeted my guests with a smile and serve them in a timely manner
  • Always made sure that my guests leave satisfied so that they can come back and ask for me.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
  • Answered customers' questions, recommended items, and recorded order information.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.

Waitress

Chili’s Bar & Grill
01.2006 - 07.2011
  • Always made sure that my guests were well taken care of by checking up on them regularly and refilling their drinks in a timely manner.
  • Always a team player by helping my fellow co-workers when in need.
  • Always made sure that I served hot food.
  • The guest was my number one priority.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Used cash registers and credit card machines to cash out customers.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
  • Consistently exceeded management''s performance expectations while adhering to company policies and procedures.
  • Answered customers' questions, recommended items, and recorded order information.

Waitress/Bartender

San Diego Mexican Restaurant
08.2003 - 07.2005
  • Always multi tasked between serving and bartending.
  • Always made sure that I served hot Mexican food and quality drinks to my guests.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.

Service Coordinator Call Center

Penske Toyota
02.2002 - 07.2003
  • Always providing my guests with appointments and reminders to maintain their vehicle.
  • Made daily outbound calls to offer service specials in order to invite guests into our service department and remind of the importance of keeping up with the service of their vehicle.
  • I am bilingual, so I was able to bring in my Spanish speaking guests as well.
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
  • Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.

Receptionist

Norm Reeves Honda
02.2000 - 01.2002
  • Answered a high volume of calls for a very busy dealership.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Responded to inquiries from callers seeking information.
  • Answered central telephone system and directed calls accordingly.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.

Education

High School Diploma -

Downey High School
Downey, CA
06.1998

Skills

  • Bilingual in English and Spanish
  • Fast learner
  • Detail oriented
  • Strong multitasking
  • Goal-oriented mindset
  • Call center experience
  • Appointment Scheduling
  • Sales aptitude
  • Appointment Setting
  • CRM Software
  • Customer Service
  • Multitasking Abilities
  • Problem-solving abilities
  • Excellent Communication
  • Reliability
  • Organizational Skills
  • Effective Communication
  • Inbound and outbound calls
  • Relationship Building
  • Phone Etiquette
  • Outbound and inbound calls
  • Interpersonal Skills
  • Professionalism
  • Sales proficiency

Languages

Spanish
Native or Bilingual

Timeline

BDC Service Representative

H Greg Nissan
08.2020 - Current

Waitress

Olive Garden Italian Restaurant
12.2014 - 04.2020

Waitress

Chili’s Bar & Grill
01.2006 - 07.2011

Waitress/Bartender

San Diego Mexican Restaurant
08.2003 - 07.2005

Service Coordinator Call Center

Penske Toyota
02.2002 - 07.2003

Receptionist

Norm Reeves Honda
02.2000 - 01.2002

High School Diploma -

Downey High School

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Maricela Brown