Patricia McGlown

•Main point of contact for the field

•Build and maintain relationships with external partners while keeping the customer at the center of everything we do

•Be a point of contact for the frontline Customer Assistance Advisors by assisting in resolving cases, critical thinking and improving overall case handling efficiency

•Analyze and investigate complex problems and identifying potential solutions that may not be readily available

•Be the SME for assigned teams ready to provide learning moments/feedback for team to learn and grow

• Improved field communication by implementing efficient liaison strategies and maintaining strong relationships with stakeholders.

• Manage customer care cases for vehicles at risk alert.
• Proactively gather information and feedback on vehicles at risk to identify root cause and address through the appropriate stakeholders
• Review goodwill claims appeals and provide feedback / authorize as necessary

cash & Keep negotiations used specifically to avoid buybacks
• Focus on retaining customers within the Stellantis family when trading out of problem vehicle
• Identify potential issues with call center process and provide feedback to improve
• Identify and address dealer process issues to improve and follow up with BPS to ensure change

* Team Player assist other when needed.

• Met customer call guidelines for service levels, handle time and productivity.
• Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.

• Followed up with customers about resolved issues to maintain high standards of customer service.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Documented and detailed calls and complaints using call center's CRM database.
• Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
• Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Sought ways to improve processes and services provided.
• Responded proactively and positively to rapid change.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.