Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sharon Wilson

Waldorf,Md

Summary

A dynamic leader with a proven track record in customer service. A leader who works well under pressure and manages stressful situations with ease. Provides the highest level of customer service, developing lasting customer relationships. Excellent salesmanship skills and a strong working knowledge of industry standards and practices; organized, efficient, and results driven; computer literate and proficient with inventory catalogs; and, excellent oral and written communication skills.

Overview

11
11
years of professional experience

Work History

Service Manager

Banister Ford
Marlow Heights
12.2023 - Current
  • Maintain a high level of customer satisfaction in all automotive service capacities to increase retention and referrals with management of employees and day-to-day operations
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Monitored service performance metrics to identify areas of improvement.
  • Analyzed business performance data and forecasted business results for upper management.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Identified opportunities to increase efficiency through automation or process re-engineering
  • Plan coordinate, and assign daily workload and other tasks to customer service team
  • Created and managed budgets for travel, training and teambuilding activities.
  • Created detailed reports on service activities for senior management review.

Assistant Service Manager

Banister Ford
Marlow Heights, Maryland
02.2021 - 12.2023
  • Oversee services and workspaces in the shop
  • Assist with management of employees and day-to-day operations
  • Assist with employee recruitment, training, and performance review
  • Plan coordinate, and assign daily workload and other tasks to customer service team
  • Delegate direct service tasks; monitoring the progress of all current and pending projects
  • Act as the highest source of information for all service, inventory, and product-knowledge concerns and work process matters for service team and customers, in the absence of the Service manager
  • Assist in performing administrative tasks, such as managing and updating invoices, processing new orders and tracking inventory
  • Review timesheets at each pay period to ensure that hours, rate, and pay align for each employee
  • Verify new hires’ salaries and ensuring that terminations are fully paid out
  • Conduct weekly and end of the month projection meetings
  • Conduct termination conferences.

Customer Relations Manager

Sheehy Ford
Marlow Heights, Maryland
06.2019 - 02.2021
  • Collect client feedback about their experience
  • Develop relationships with clients and key personnel
  • Elevate complaints and feedback to the relevant departments
  • Meet with clients to establish their needs
  • Review timesheets at each pay period to ensure that hours, rate, and pay align for each employee
  • Verify new hires’ salaries and ensuring that terminations are fully paid out
  • Conduct weekly and end of the month projection meetings
  • Build and improve relationships with customers, key suppliers and partners
  • Review company practices to ensure clients get maximum satisfaction from their purchases
  • Identify potential opportunities and inform the sales team to follow up
  • Educate and inform clients about the company’s products, services and special offers
  • Attend to client complaints and resolve issues promptly
  • Conduct customer satisfaction surveys and recommend ways of improving client satisfaction
  • Review individual performance evaluations
  • Conduct termination conferences
  • Work with internal departments to ensure company meets clients’ expectations
  • Managed several administrative functions, including, new hire files, new employee training, work force planning and scheduling, budgeting and accounts payable
  • Collaborated with partners to foster a mutual understanding how our products and practices can be used to gain their highest value for all.

Administrative Assistant/Customer Relations

Bob Bell Automotive
Glenn Burnie, Maryland
08.2015 - 06.2019
  • My core duties resolved around assisting others
  • Specifically, answering phones and greeting visitors
  • Scheduling appointments and maintaining calendars
  • Scheduling and coordinating staff and other meetings
  • Collating and distributing mail
  • Preparing communications, such as memos, emails, invoices, reports and other correspondence
  • Planned and coordinated internal meetings, off-site events, and team building exercises, including selecting vendors and venues, managing budgets and developing event plans
  • Operated office equipment such as multifunction copier, scanner, fax machines, and phone systems, and arrange for repairs
  • Writing and editing documents from letters to reports and instructional documents
  • Creating and maintaining filing systems, both electronic and physical
  • Additionally, managed accounts payable, receivables and payroll using ADP software while overseeing administrative budget as well as preparing expense reports
  • Extracted information from registrations, applications, and executed contracts, contract information and action memoranda
  • Collaborated with management to create and post weekly and monthly reports
  • Acted as liaison between all departments to ensure proper communication and reporting practices.

Switchboard Operator

Sheehy Ford
Marlow Heights, Maryland
03.2015 - 08.2015
  • Received incoming calls from outside the company, answered them promptly, and in a professional, friendly, and polite manner
  • Also retrieved voice mail messages left by customers
  • Routed incoming calls to the person or department needed to properly address the customer on the other end of the line
  • Directed visiting customers to areas within the dealership where they can have their needs, questions, or problems addressed
  • Made outbound calls to various parties as requested
  • Contacted multiple parties to arrange conference calls upon request
  • Monitored phone lines to see how long customers were waiting on hold and to address those calls when hold times became too long
  • Also performed various clerical tasks, such as filing, copying, and receiving incoming packages from the post office or private services.

Contract Field Director

Synergy One Companies, Inc.
Upper Marlboro, Maryland
11.2012 - 09.2014
  • Communicated with customers, employees, and other individuals to answer questions, disseminate and explain information, take orders and address complaints
  • Created spreadsheets that enabled accounting staff to review subcontractor status regarding close out and agency commitment
  • Ran daily audit reports to ensure correct pricing was attached to accounts in accordance with contract agreement and products purchased
  • Managed sales distribution data for program and non-program specific contracts
  • Collaborated with agency vendors to develop cost saving strategies for leased office equipment
  • Reviewed service contracts for all contract employees
  • Responsible for the life-cycle of the contracts from initial review to final execution
  • Assisted with developing compliance policies and procedures.

Education

Expanded Functions Dental Assistant Certification -

Fortis College
05.2015

High School Diploma -

Colonel Zadok Magruder High School
05.2004

Skills

  • Administration and Management
  • Coaching And Mentoring
  • Customer Service Analysis
  • Inter-Department Collaboration
  • Interdepartmental Communication
  • Continuous Improvement
  • Sales and Marketing
  • Team Building
  • Process Improvements
  • Service Initiatives Support
  • Account Authorizations
  • Delegating Work
  • Shift Scheduling
  • Root Cause Analysis
  • Member Retention

Accomplishments

  • Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company’s adherence to these regulations
  • Setting up and maintaining a service desk and evaluating its efficiency
  • Demonstrated ability to resolve service desk problems and improve service methods to increase the service desk’s productivity and customer service
  • Demonstrated ability to monitor service department issues and client complaints to create methods to lessen recurring issues
  • Demonstrated expert knowledge and extensive experience in sales and management
  • Demonstrated expert and extensive leadership, communication, sales, and customer service skills
  • Excellent computer literacy and organizational skills
  • Demonstrated ability to work under pressure and handle stress
  • Maintaining strong relationships with manufacturers, dealers, and sales representatives
  • Demonstrated ability to handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
  • Maintain Customer Satisfaction Index rating above national and district standards
  • Demonstrated ability to promote dealership services to increase business and clientele
  • Demonstrated ability to train new employees in company procedures, including safety and work processes
  • Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns

Timeline

Service Manager

Banister Ford
12.2023 - Current

Assistant Service Manager

Banister Ford
02.2021 - 12.2023

Customer Relations Manager

Sheehy Ford
06.2019 - 02.2021

Administrative Assistant/Customer Relations

Bob Bell Automotive
08.2015 - 06.2019

Switchboard Operator

Sheehy Ford
03.2015 - 08.2015

Contract Field Director

Synergy One Companies, Inc.
11.2012 - 09.2014

Expanded Functions Dental Assistant Certification -

Fortis College

High School Diploma -

Colonel Zadok Magruder High School

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Sharon Wilson