Rebecca Rocha
Coolidge
Summary
Results-driven consultant with a proven track record in team collaboration and performance tracking. Skilled in advising customers, managing inquiries, and utilizing CRM systems to optimize sales and customer servcie strategies and improve client engagement.
Overview
11
11
years of professional experience
Work History
Sales Consultant
CarMax
Tempe
2021.01 - Current
- Advised customers on vehicle options and features to meet needs.
- Worked with fellow sales team members to achieve group targets.
- Provided detailed product information to customers, including features, prices, and availability.
- Maintained knowledge of inventory to assist in vehicle selection.
- Managed customer inquiries and resolved issues efficiently.
- Developed rapport with clients to enhance customer satisfaction experience.
- Utilized CRM systems to track leads and follow up with potential buyers.
- Process and Present Customer Finance Applications,
- Worked with SalesForce, Kronos, Genesys, Verint, Outlook and PingOne systems
Employer Advocate
ZipRecruiter
Tempe
2017.01 - 2021.04
- I started as Tier I Employer Advocate and worked my way to Tier II by meeting and exceeding the required QC Score and Review requirements. I was Top Performer 5 months in a row with the highest 5 Star Reviews received in those 5 months. I also achieved the requirements for Tier III but chose to accept the position with the PPS Team.
- ● Take escalation calls and Monitor floor when no Manager available
- ● Responded to 1 and 2 star reviews and BBB complaints.
- ● Resolved AM Cases that past 48 hour resolution time.
- ● Sent out weekly update emails to my current Team and Submitted QC disputes if the dispute was valid and coached the Reps that had marked down QC scores.
- ● In my transition to the PPS Team I assisted Maxcine in training the EA and JSA Tier II/Tier III's of our duties that they would be taking over. Also assisted with cross training EA's and JSA's to be CCA, Collaborated with Victoria Tier III for Job Seeker Advocates on cross training JSA and EAs and came up with a list of frequently asked questions for them to use. Also worked on demo videos and helped with Daily EA page with Rasheed from JSA.
- ● Graded/Approved/Submitted Knowledge Base Articles as a Knowledge Article Coach
- ● Handled Live Chat/Calls/Emails and assisted with new hires on these channels as well.
- ● Did a Gender Test in chats and 4 DFT AM test for R&D (FogBugz # 104385) also R & D’s go to for assistance (Christina and Brianna)also assisted with the Disposition project to come up with the most frequently used disposition to use in salesforce
- ● Assist with Submitting and Monitoring Fogbugs tickets ● Handle unsubscribe requests for mailers
- ● Assisted with creating and implementing the PPS Team to support ADP/ADP Canada/AMEX/Gatehouse Media/Smart Circle/Cydcor and also assisted with training the other PPS Team members and New Manager when they came aboard.
- ● Assisted CCA and other departments with Partnership questions as well as general questions and work directly with other Department Members/Managers to resolve issues that may arise.
- ● Assisted with streamlining PPS Partnership processes to meet the SLA presented to us and assisted with creating knowledge articles and internal playbooks for each of those Partnerships.
- ● One of my calls is used at ADP in their training classes for Exceptional Customer Service
Partner Support Trainer/Leader
Gold Canyon Candles
Chandler
2014.06 - 2017.07
- Hired on as a customer service phone Representative in a fast paced direct selling environment and was quickly promoted to Lead Representative.
- ● Was chosen from a group of 8 representatives to launch our new customer service chat program.
- ● Developed workflow procedures in multi call/chat scenarios that became standard time management training procedures.
- I was given training responsibility for all new team members on those procedures and practices.
Education
GED -
Chandler High School
Chandler, AZ2007-05
Medical Assistant - Medical
Apollo College
Mesa, AZ2007-05
Skills
- Customer relationship management
- Salesforce proficiency
- Product knowledge
- Finance application processing
- Conflict resolution
- Team collaboration
- Performance tracking
- Effective communication
- Active listening
- Time management
Timeline
Sales Consultant
CarMax
2021.01 - Current
Employer Advocate
ZipRecruiter
2017.01 - 2021.04
Partner Support Trainer/Leader
Gold Canyon Candles
2014.06 - 2017.07
GED -
Chandler High School
Medical Assistant - Medical
Apollo College