Michelle Rolka
Customer Service/ Sales Professional
Pembroke Pines,FL
Summary
Achieved industry-leading customer and revenue growth by leveraging top-notch abilities in networking and lead development. Demonstrated success in converting prospects into customers, servicing accounts and maintaining consistent sales levels. Skilled relationship-builder, communicator and multitasker.
I am seeking a position with a growing company where enthusiasm for relationship-building and passion for innovation are ultimate. I would like to explore new opportunities with those that are passionate about outstanding Customer Service. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service/Sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service/Administration
Marshall Goldman Motor Sales
Warrensville, Ohio
06.2018 - 02.2020
- Organize all paperwork in each deal and check for completeness.
- Review, Enter and Track all Used Retail and Wholesale Car Deals into Autosoft F&I Software.
- Verify documents, compile list of any missing transactions, and communicate items needed to sales team.
- Submit Finance Contracts and related information for customers looking to attain financing thru one of our approved financing sources.
- Back up support for title function as needed.
- Phone Reception and Other Customer Service Responsibilities to support our Sales and Accounting Team.
- Handled numerous calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Delivered excellent customer service, resulting in consistent 94% customer satisfaction rating
- Improved overall efficiency by anticipating needs and providing outstanding support
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Communicated with vendors regarding backorder availability, future inventory and special orders
Lead Service Concierge
Tesla Motors
Lyndhurst, Ohio
12.2014 - 12.2017
- Answer multi-line phone and direct calls to appropriate staff for Service and Sales.
- Coordinate appointments for clients to come for Sales or Service.
- Provide effective and courteous service to all clients, visitors and employees.
- Available to work on administrative activities and other management requests.
- Communicate with callers professional, friendly and efficient manner, striving to minimize amount of time spent on hold.
- Effectively handle multiple priorities, organize workload and meet deadlines.
- Work closely with Service/Sales team to ensure a great experience for clients.
- General troubleshooter as needed in all departments.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Customer Retention and Loaner Fleet Manager
Jay Auto Group
Bedford, Ohio
05.2012 - 11.2014
- Manage all aspects of customer retention for auto sales and service.
- Implemented how customers rate our service using defined measures and industry standards.
- Analyze service rating results and address deficiencies and concerns in service.
- Create new ideas to measure and increase customer satisfaction and loyalty.
- Manage rental fleet and outside rental contracts for client needs.
- Schedule employees (team of 4) and complete management reports as needed.
- Oversee fleet, fuel costs and repair activities.
- Hire, train and evaluate employees.
- Handle rental office marketing and advertising.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Fleet Manager and Electronic Document management Administrator
BMW Cleveland, Solon
, Ohio
05.2006 - 03.2012
- Executed rental agreements for clients that require use of loaner vehicle.
- Coordinated Valet service to elite client needs.
- Managed all computer programs dedicated to fleet work through BMW North America.
- Assisted all clients with appointments or any other needs.
- Responsible for Customer Service Index rating.
- Increased productivity and overall output by 94% through managing production times
- Documented equipment transfers and sales details for accurate record keeping
- Reduced expenditures by overseeing equipment acquisition to attain best value and price negotiation
- Positively interacted with drivers, upper management and shop department, which helped improve overall communication
- Streamlined operations to increase productivity and oversaw employees to maximize outcomes
- Suggested actionable improvements to increase efficiency and reduce expenses
- Inspected vehicles and requested maintenance tasks be completed within specific timeframes
- Generated daily reports detailing suggested process improvement initiatives to inform management
- Supervised maintenance team and effectively delegated assignments to optimize processes
- Created documents by reviewing data to recommended courses of action for senior decision-making processes
Education
Associate - Paralegal Studies
Cuyahoga Community College
Cleveland, OHSkills
Scheduling and calendar management
Business correspondence
Social media knowledge
Multi-line phone proficiency
Meeting arrangements
Database administration
Customer and client relations
Meeting minutes
Credit and collections
Customer relations and communications
Product and service sales
Cash Handling
Analytical and Critical Thinking
MS Office
Timeline
Customer Service/Administration
Marshall Goldman Motor Sales
06.2018 - 02.2020
Lead Service Concierge
Tesla Motors
12.2014 - 12.2017
Customer Retention and Loaner Fleet Manager
Jay Auto Group
05.2012 - 11.2014
Fleet Manager and Electronic Document management Administrator
BMW Cleveland, Solon
05.2006 - 03.2012
Associate - Paralegal Studies
Cuyahoga Community College