Melanie Hernandez

- Managed inbound and outbound calls for various dealerships.
- Responded to customer inquiries, scheduled appointments, and utilized CRM software (eLeads, DriveCentric, Vinsolution, Reynolds, and DealerCenter) to track leads and update customer records.
- Conducted follow-up calls to ensure customer satisfaction and address any issues.
- Coordinated with sales and service departments to ensure smooth customer interactions.
- Developed strategies to improve lead conversion rates, and increase dealership revenue.

- Scheduled follow-up appointments for customers when necessary.

- Organized and verified documentation after vehicle sales.
- Ensured all documents were correctly signed, and verified vehicle stock in the system.
- Managed funds in customer accounts, and handled cancellations for maintenance or gap insurance.
- Submitted check requests for payoffs, and managed customer or bank payments.

- Executed account updates and noted account information in company data systems.

- Reviewed purchase orders, sales tickets, and charge slips to compute fees or charges due.

- Issued checks for warranty cancellations.

-Monitored customer account details for non-payments, delayed payments, and other irregularities.

- Answered customer inquiries via phone, email, and chat.

- Implemented innovative methods for streamlining the customer service process.

- Resolved customer complaints promptly and efficiently.

Tracked orders from start to finish to ensure timely delivery of goods or services.

- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

- Assisted customers with car purchase deals and contracts.
- Contacted banks to obtain titles.