Mary Crutchfield
PENSACOLA,Florida
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CSR
Gerber Collision
10.2021 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Knowledge of general office equipment and basic computer skills as well as good oral and written communication skills with strong sales drive and exceptional customer service.
- Confirms car rental information and updates CCC One with rental car usage information.
- Records all communication with customers or insurance partners during the repair process using CCC One notes and selecting an appropriate communication type.
- Schedule appointments for vehicle repair using Daily Demand Capacity Planner, CCC One schedule and proper scripting. (CCC One is our repair management system)
- Ensure timely retrieval of insurance assignments and obtain necessary repair authorization documentation in order to dissemble vehicles for repairs.
Parts Coordinator
Gerber Collision
10.2021 - Current
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Ordered parts for customers and repair shops.
- Optimized storage solutions within the warehouse space to maximize efficiency and ease of access to commonly needed items.
- Collaborated with service technicians to identify necessary parts for repairs, minimizing downtime.
- Maintained accurate records of all parts transactions, ensuring timely and accurate invoicing.
- Work with vendors to order and receive all parts as indicated on the repair orders confirming the quality, correctness and quantity of parts received, accurately identifying parts necessary to complete repairs in the shop
- Established strong relationships with vendors, resulting in improved communication and faster delivery times.
Customer Service Representative
Walmart
10.2016 - 03.2020
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Counted money in drawers at beginning and end of each shift.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Milton High School
Milton, FL05.2016
Skills
- Call center experience
- Complaint Handling
- Customer Service
- Microsoft Outlook
- Problem-solving abilities
- Computer Proficiency
- Documentation
- Scheduling
Certification
- ACE - Adobe Certified Expert, Photoshop
Timeline
CSR
Gerber Collision
10.2021 - Current
Parts Coordinator
Gerber Collision
10.2021 - Current
Customer Service Representative
Walmart
10.2016 - 03.2020
High School Diploma -
Milton High School