MARISA SHLAM
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to growing and learning as much as possible.
Overview
19
19
years of professional experience
Work History
Customer Service Specialist
MDU Resources
11.2022 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Help run team huddles
- Spend time on 1082
- Post on Team channels
- Engage w/ team members
- Check team orders
- Maintain team comm emails
- Watch Team Lead emails while in 1082
Customer Service Agent
MDU Resources
05.2018 - Current
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Crossed trained into all 4 brands.
- Help out w/ support
- Have come in to help during emergencies
- have helped out the trainers with training classes
Business office
CAMINO REAL CHEVROLET
09.2016 - Current
- When I was hired in Sept of 2016, I was hired to manage the BDC department which I did for a few months
- Till I was offered to go over to Inventory and do Dealer trades, stock in vehicles and help out with BDC
- About 3-4 months after that I started learning how to apply for all the incentives on the new vehicles, as well as taking over reporting the sales
- Soon I took over fully for doing incentives for the whole dealership and strictly reporting sales
- It took me about 2 months to catch up on all the back dated incentives
- I still help out with dealer trades and stocking in inventory
- But my main focus is daily I will report the sales which I also keep a log
- Than I will go down and get any deals from the office or sales manager and apply for any incentives
- End of the month I will stay till month ends reporting sales for the store
BDC Team Leader
SUBARU OF GLENDALE
03.2015 - 09.2016
- I was the BDC Team Leader
- We would help but retail and internet sales customers
- Our purpose was to help the Retail and Internet department bring customers back in to purchase a vehicle
- We would also handle phone ups of customer that wanted to either come in that day or set up and apt for a later time
- I was in charge of making sure all the girls were on top of making their calls, setting apts bringing customers in
- I would go to the Sales Managers for quotes
- Set their schedules
- I myself would make around 80 calls a day
- On average I would have around 30 Sold units and 35 Show
- We had to make sure we were Subaru Certified
- I enjoyed pushing myself and learning as much as I could
Inventory
GALPIN MOTORS
09.2012 - 08.2014
- Company Overview: This dealer had over 7 stores
- I did dealer trades, stocking in, reporting of sales, used car purchase for 6 of those stores
- On a daily basis I would first thing have to go to 4 of those stores and pick up RS's to report the sales
- All while getting emails of Dealer trades
- After I was done reporting the sales I would log them in my sheet and turn them into our DMV department
- I would on average do over 20 dealer trades a day
- Also while getting anywhere between 5-10 loads of cars to stock in
- With the dealer trades, I did everything from negotiating on what vehicle to get back, to doing the accounting to cutting or receiving the check
- For stocking in, I would have to print out an invoice assign a stock number, stock in the vehicle do the accounting and than make a jacket and file it away
- I also did some used car purchases where I would have to buy in used vehicles and deal with the DMV end
- Month end I at times depending on the dealership would be there till 10pm reporting till close
- This dealer had over 7 stores
Rental Agent
GALPIN MOTORS
03.2006 - 04.2008
- Company Overview: Worked for the #1 Ford Dealership in the World
- Worked for their Service Department, doing rentals also helped service cashiers
- Helped customers who could bring their car in for service and needed a rental
- Would make reservations, or just walk in customers
- Would input customer information into the computer, take payments, do paperwork
- Helped customers when they would return and picked up their vehicles from service
- Worked for the #1 Ford Dealership in the World
Education
HIGH SCHOOL DIPLOMA -
Sedro-Woolley High School
Sedro-Woolley, WA01.2004
Skills
- Very well organized
- Great multitasker
- Great people skills
- Good with computers
- Very detailed oriented
Timeline
Customer Service Specialist
MDU Resources
11.2022 - Current
Customer Service Agent
MDU Resources
05.2018 - Current
Business office
CAMINO REAL CHEVROLET
09.2016 - Current
BDC Team Leader
SUBARU OF GLENDALE
03.2015 - 09.2016
Inventory
GALPIN MOTORS
09.2012 - 08.2014
Rental Agent
GALPIN MOTORS
03.2006 - 04.2008
HIGH SCHOOL DIPLOMA -
Sedro-Woolley High School
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