SHERRY SANDALER

Inbound and outbound calls assisting Luxury Brand clients.

• Subject matter expert for all things dealing with the Lincoln app, in-vehicle technology concerns, and any assistance needed through retailers and other departments.
• Adapting to ever-changing technologies.
• Mentoring new hire candidates so they can excel in their new positions.
• Helping management with processes such as creating email templates, updating Agents' ask Lincoln, etc.

• Subject matter expert for all customer and dealer inquiries regarding Ford parts.
• Driving sales to our e-commerce site and to dealers.
• Educating customers on all products and promotions; documenting all contacts, indicating the appropriate outcome and follow-up requirements.

• Concierge services added to skills from Marketing and Retail Sales.
• Interacted daily with dealers and customers to resolve any issues with warranty, parts, Black Label services, and all general inquiries.
• Handled escalations with expertise.
• Handled daily active case load of over 30 cases with 6-10 follow-ups daily.

• Subject matter expert for all customer inquiries/questions regarding all Client products and incentives.
• Improve brand recognition by proactively promoting products and services, while leading customers through a variety of telephone requests, including but not limited to detailed sales/marketing information, sales incentives and campaign fulfillment, dealer locations and inventory searches, brochure fulfillment, test drive appointment scheduling, detailed product information and availability, opt out/privacy preferences, & general marketing information and/or questions.
• Educating customers on current products; documenting all customer contact, indicating appropriate outcome and follow-up requirements.
• Scheduling follow-up contact and organizing daily duties, such as follow-ups from emails and voicemails received daily.
• Participating in projects, assisting with learning opportunities for new hires, and providing feedback to management concerning possible problems or areas of improvement.
• Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution process.
• Work on activities and projects as requested by the Team Leader.
• Work as the Brand Manager to contact Ford Specialists to answer questions not covered in the resources given.
• Create multimedia presentations to assist fellow workers in enhancing their understanding of products and services.
• Encourage team members to excel in all matters concerning AHT, QA, and the customer experience.

• Employed for over 10 years in customer support in a high-call-volume environment for high-end products.
• Used a consultative sales approach to understand customer needs and recommend relevant offerings.
• Communicated accurate information about promotions, customer programs, and products, providing exceptional customer service.
• Described client products to customers, thoroughly explaining details and care of merchandise.
• Provided primary customer support to internal and external customers in a fast-paced call center environment.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Maintained a strong reputation for efficiency and accuracy, earning numerous recommendations from satisfied customers.
• Assisted customers with selecting and customizing available items based on individual requirements.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.