Sonya Graves

• Assisted customers with inquiries and provided accurate information on products and services.
• Handled customer complaints effectively, ensuring timely resolution and customer satisfaction.
• Utilized CRM software to track interactions and maintain detailed customer records.
• Collaborated with team members to streamline processes and improve service delivery.

Provide outstanding customer service support through communicating accurate information and thorough documentation of all conversations.

Provide accurate, complete timely information pertaining to member policies and coverage.

Conduct research to provide claims status, as well as investigate routine requests and escalate all call issues as required.

Follow up with all inquires

Responsible for 100% Customer Service Satisfaction, accomplished this by creating an environment that was professional, stressfree, and enjoyable (Above and Beyond other Dealerships).

Responsible for establishing new relationships and maintaining current relationship with all customers.

Set up service appointments.

Made follow-up calls to ensure service maintenance jobs were met to company and customer standards.

Responsible for attaining a 98% Customer Satisfaction Survey, succeeded 4 out of 8 months.

Skilled multitasker.

Responsible for filing customer records.

• Led retention initiatives to enhance customer loyalty and reduce churn rates.
• Developed training programs for team members to improve customer engagement strategies.
• Analyzed customer feedback to identify trends and address service gaps effectively.
• Implemented process improvements that streamlined workflows and increased operational efficiency.
• Monitored key performance indicators to evaluate the effectiveness of retention efforts.
• Conducted root cause analyses on lost customers to identify trends and inform future retention strategy development.
• Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
• Increased customer retention rates by developing and implementing effective retention strategies.
• Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
• Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
• Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.