Rosalee Holland
Fort Collins,CO
Summary
Professional with extensive experience in customer communication and process management within automotive and animal shelter environments. Demonstrated ability to provide accurate information and support to clients, ensuring satisfaction through effective follow-up and documentation practices. Skilled in managing administrative tasks, including payment processing and appointment scheduling, while maintaining a clean and organized reception area. Proven track record of enhancing customer experiences through attentive service and efficient workflow management.
Overview
9
9
years of professional experience
Work History
Customer service representative
Abra auto body/ Yoder collision network
Fort Collins, US
04.2024 - Current
- Customer communication: Provide accurate information and support to customers regarding warranty claims, repair orders, and vehicle parts. This is done both in-person and over the phone.
- Process management: Help manage the workflow of vehicles in the shop, monitoring scheduled work volume and ensuring the company aligns with insurance partner requirements.
- Administrative duties: Handle a variety of administrative tasks, including:
- Collecting deductibles and processing all payment types.
- Scheduling and assisting with paperwork for rental vehicles.
- Customer satisfaction and retention:
- Explain the Customer Satisfaction Index (CSI) survey process to customers.
- Conduct customer follow-up calls to ensure satisfaction and ask for reviews.
- Maintain referral tracking records.
- Claims and documentation:
- Field and process in-house warranty calls and claims.
- Document all relevant information in customer accounts.
- Reception area management: Keep the reception area and workspace organized, clean, and welcoming for all customers.
Customer Service Representative
Larimer Humane Society
12.2019 - 07.2021
- Greeted incoming clients professionally and provided friendly knowledgeable assistance. Kept reception areas clean and neat to give a positive first impression.
- Helped clients in person and over the phone with setting appointments for bringing in stray, lost and surrendered animals as well as other shelter services.
- Offered advice and assistance to clients, paying attention to special needs or wants on shelters services.
- Performed pet intake to gain necessary information on health, behavior and other important details on animals coming into the shelter. Created and updated records in chameleon software for client and animal information.
- Recorded and collected fees such as licenses, adoptions and other service fees.
Office Administrator/Dispatcher
Schmer's towing
Fort Collins, US
06.2017 - 11.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Directed all dispatching, routing and tracking of 8 fleet vehicles. Kept detailed track of all available field personnel and all in-progress and completed calls.
- Responded to between 25-50 daily caller requests with information about assistance and timeframes.
- Closely monitored dispatch board to triage and prioritize.
- Maintained updated and detailed records of calls in physical and electronic database.
- Kept reception area clean and neat to give visitors positive first impression. Maintained office supplies inventory by checking stock and ordering new supplies as needed.
Education
High school diploma or GED -
GED
Skills
Customer Service
Communication Skills
Positive and Professional
Calm Demeanor
Time Management
Dispatching
Appointment Scheduling
Administrative Experience
Office Management
Filing
Data entry
Computer Skills
Timeline
Customer service representative
Abra auto body/ Yoder collision network
04.2024 - Current
Customer Service Representative
Larimer Humane Society
12.2019 - 07.2021
Office Administrator/Dispatcher
Schmer's towing
06.2017 - 11.2019
High school diploma or GED -
GED