Mariela Rivera
Santa Ana,CA
Summary
Dynamic Account Manager with a proven track record at Tactical Logistic Solutions, enhancing client satisfaction and retention through exceptional service and relationship-building. Expert in prioritizing workflows and bilingual communication, I excel in account oversight and collaborative problem-solving. Achievements include resolving escalated issues and streamlining processes, demonstrating proficiency in Microsoft Suite and a commitment to excellence.
Overview
6
6
years of professional experience
Work History
Account Manager
Tactical Logistic Solutions
08.2021 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
DMV Title Clerk
Penske Automotive Group
01.2019 - 11.2021
- Assisted customers with complex title issues, providing guidance on necessary steps to resolve problems.
- Enhanced office productivity by managing a high volume of title applications and paperwork daily.
- Ensured accuracy in documentation through careful verification of legal signatures, titles, and other records.
- Simplified processes for lien releases, helping customers navigate complicated situations more easily.
- Increased efficiency in record-keeping by maintaining organized filing systems for confidential customer information.
- Managed financial transactions accurately, balancing bank accounts and preparing deposits daily.
- Process all new and used vehicle registrations.
- Submitted all legal transfers and ownership of vehicles to the Department of Motor Vehicles.
- Updated internal inventory of multiple dealership sales and purchases.
- Identified and reported any discrepancies in monthly vehicle title information.
- Maintained and followed up with uncollected funds due to incomplete vehicle title information.
- Verified all funds and information was accurate before submitting lienholder applications.
- Prepared, cut and sent out vehicle payoff checks for new vehicles and trade-ins.
- Compiled monthly reports for upper management of vehicles with any outstanding information.
Customer Service Representative
SEKO Logistics
09.2020 - 08.2021
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Answered phone calls and responded to customer emails.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled deliveries and pickups according to customer needs.
- Generated Bill of Lading for the Carriers and facilitate freight pick up.
- Data entering for billing purposes
Education
No Degree - Animal Sciences
Mt San Antonio College
Walnut, CAHigh School Diploma -
South Hills High School
West Covina, CA05.2012
Skills
- Account Management
- Excellent Customer Service
- Teamwork and Collaboration
- Client Relations
- Bilingual (English/Spanish)
- Proficient with Microsoft/Excel/Power Point
- Order Processing
- Prioritizing workflows
- Invoice balancing
- Account oversight
Timeline
Account Manager
Tactical Logistic Solutions
08.2021 - Current
Customer Service Representative
SEKO Logistics
09.2020 - 08.2021
DMV Title Clerk
Penske Automotive Group
01.2019 - 11.2021
No Degree - Animal Sciences
Mt San Antonio College
High School Diploma -
South Hills High School