Monica Kiger
Supply,NC
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
4
4
years of professional experience
Work History
Customer Care Coordinator
Legacy Cremation Services
08.2023 - 12.2023
- Communicated with families to assess and address individual needs, providing timely and quality support .
- Communicated with families to identify needs and expectations.
- Addressed families complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed families files and databases.
BDC Service Representative
Audi Charlotte
07.2022 - 07.2023
- Achieved high level of customer service by assisting customers and assessing needs.
- Answered incoming customer calls to solve problems, enter orders and complete follow-up procedures.
- Assisted in resolving customer issues by competently responding to both internal and external customer requests.
- Provided exceptional service with knowledge of products and services.
Customer Service Manager
Crossroads Ford
07.2019 - 07.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Consistently exceeded CSI scores set in place by Ford North America.
- Responsible for accounts receivables for the department as well as processing of warranty payments.
Education
Associate Of Applied Science - Business Administration
Central Piedmont Community College
Charlotte, NC06.1992
Skills
- Customer Relationship Management
- Account Updates
- Schedule Management
- Customer Relations
- Sales Proficiency
- Inbound Customer Service
- Problem-solving abilities
- Time management
- Interpersonal skills
- Sales support
- Strong organization
- Adaptability and flexibility
- Cross-functional coordination
- Client relationship management
- Training and development
- Attention to detail
- Customer service orientation
- Telephone etiquette
- Excellent communication
- Empathy and understanding
- Active listening
- Proficient in Software
- Account Management
- Call Documentation
- Needs Assessment
- Customer Service
- Direct Sales
- Relationship Building
- Service Upselling
- Money Handling Abilities
- CRM Software
- Professional Telephone Demeanor
- Salesforce CRM
- Administrative and Office Support
- Customer Retention Strategies
- Calm Under Pressure
- Sales Expertise
- Billing Adjustments and Refunds
- MS Office
- Report Preparation
- First Call Resolution
- Billing Coordination
- Inter-Department Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Age is a question of mind over matter. If you don’t mind, it doesn’t matter.
Satchel Paige
Timeline
Customer Care Coordinator
Legacy Cremation Services
08.2023 - 12.2023
BDC Service Representative
Audi Charlotte
07.2022 - 07.2023
Customer Service Manager
Crossroads Ford
07.2019 - 07.2022
Associate Of Applied Science - Business Administration
Central Piedmont Community College
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