Shakita Williams
Memphis
Summary
Dynamic Lead Business Service Specialist at Cox Automotive with a proven track record in enhancing client retention through effective problem-solving and critical thinking. Spearheaded initiatives that improved service quality and efficiency, fostering teamwork and collaboration. Recognized for consistently exceeding performance metrics and cultivating strong client relationships.
Overview
11
11
years of professional experience
Work History
Lead Business Service Specialist
Cox Automotive
01.2015 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Increased efficiency by prioritizing tasks based on urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Managed service specialist team, fostering a positive work environment and encouraging teamwork to achieve desired results.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
Sr. Business Service Specialist
Cox Automotive
06.2014 - 01.2015
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Proactively identified opportunities for improvement within the service delivery process, implementing changes that led to tangible benefits for both customers and employees alike.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
- Positively engaged with customers and maintained professional appearance as company representative.
Education
Associate Of Applied Science - Business Administration
Remington College
Memphis, TN08.2014
Skills
- Client retention strategies
- Cross-functional coordination
- Professional telephone demeanor
- Clerical support
- Multitasking and organization
- Critical thinking
- Team collaboration
- Problem-solving
- Customer service
- Lead generation
Timeline
Lead Business Service Specialist
Cox Automotive
01.2015 - Current
Sr. Business Service Specialist
Cox Automotive
06.2014 - 01.2015
Associate Of Applied Science - Business Administration
Remington College
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