Monica Fuentes

Navigate the CRM tool used to track customer inquiries and take notes of customer records
• Gather accurate customer information to create a database for continual follow-up and retention
• Manually input inbound phone inquiries in CRM with proper sources and schedule follow-up
• E-mail, text and call all new customer inquiries in a timely fashion according to our process
• Promptly follow-up on all inquiries and ensure all customers’ questions are answered
• Interact with customers to identify their individual needs and opportunities for new/used cars sales presentation

• Managed office operations while scheduling appointments for car services.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Greeted and registered customers requiring service and directed automobiles to service garage.
• Accurately diagnosed and recorded service needs on work orders and provided details to technicians.
• Answered over forty service calls a day and responded promptly to multiple questions and messages.
• Implemented routine scheduled maintenance programs for established customers.
• Advised management members on customer issues or mechanical repair problems.
• Used Auto traker computer system to enter customer information, create service records, order parts and develop cost estimations.
• Verified warranty plans and coverage and uncovered hidden warranties.
• Provided customers with estimation of repair costs and reasonable timeline for completion of service.
• Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
• Presented different repair options to customers to help each person make appropriate choices.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Managed another small auto shop.

• Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
• Negotiated and arranged transport of goods with shipping or freight companies.
• Determined method of shipment and prepared bills of lading, invoices and other shipping documents
• Developed and maintained courteous and effective working relationships.