Maricela Moreno

• Developed specific goals and plans to prioritize, organize and accomplish work.
• Improved guest service by providing staff guidance, feedback and individual coaching.
• Managed special requests for customers regarding vehicle repairs.

•. Manage Csi for advisors to make sure it is up to par.

•. Manage technician production to make sure it coincides with deal expectations.

• Monitored guest feedback, using to improve service and departmental operations.
• Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
• Coached and developed associates to improve soft skills and recovery techniques.
• Motivated and rewarded employees to improve engagement.
• Conducted regular training sessions for staff to keep up to date with customer service practices.

• Increased service contract penetration 40% following implementation of social media marketing.
• Explained amount for expected services and provided detailed answers to customer questions.
• Used knowledge of services to recommend additional products and offerings to customers.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Answered questions and provided information about Area of expertise.
• Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
• Educated customers regarding regular maintenance protocols to preserve vehicle condition.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.