Susan James
Roanoke,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
BDC Service Coordinator
Brooklyn Chrysler Jeep Dodge Ram
Brooklyn
08.2020 - Current
- Scheduling Service appointments and assisting customers with Service related questions
- Remote work
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
Remote Sales Development Representative
SalesRoads
Coral Springs, FL
09.2018 - 08.2020
- Outbound Business to business Sales calls between 150-250 per day
- Set appointments for account executives
- Lead Generation
- Appointment follow up
- Utilized Wi Advisor to manage sensitive client information and update existing and new client profiles.
- Achieved and exceeded monthly and annual sales targets.
Business Development Representative
Berglund Chevrolet Buick
Roanoke, VA
04.2016 - 11.2017
- Handle all incoming internet, phone, chat, text and in person client leads.
- Work with leads accordingly to set appointments for a proper vehicle demonstration
- Direct customers to product information resources, including those available on internet.
- Deliver inquiries/messages intended for other sales personnel and departments promptly.
- Hit monthly sales quotas and goals.
- Follow up with each client that visited our dealership.
- Insure our clients received top of the line customer service.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
Administrative Assistant/Receptionist
Troutville Tire Service Inc.
Blue Ridge, VA
04.2014 - 04.2016
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
- Created and maintained databases to track and record customer data
HR Benefits Specialist/ Call Center Agent
Advance Auto Parts Support Center
Roanoke, VA
09.2011 - 03.2014
- Assist team members with benefit enrollment / Medical, Dental, Vision, Life Insurance, FSA accounts, etc.
- Follow all HIPAA Compliance.
- Process title, job, and pay rate changes.
- Enforce court ordered medical support garnishments according to state regulations.
- Assist General Managers in job application process and other tasks related to our on boarding process.
- Assist team members with their benefits and payroll inquiries.
- Monitor I-9 process to insure guidelines were followed for each new employee.
- Assisted with department training and implementation of Remedy program.
- Maintain records of our employees on CR Military Leave of Absence.
- Assist with our applicant tracking system, which included follow up on Background checks, Motor Vehicle Reports and Drug screens via First Advantage.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Built relationships with vendors to foster quality service delivery.
- Checked employees' benefits enrollment for accuracy and inputted all data into software.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or birth of child.
Collections Specialist II
Wells Fargo
Roanoke, VA
08.2008 - 09.2011
- Answered Inbound and placed outbound calls in attempt to collect on overdrawn checking and savings accounts.
- Set up payment arrangements and educated clients on how to manage their accounts with our bank.
- Collected monies on closed/charged off bank account as well as Report delinquent accounts to Chex systems and Early Warning programs.
- Provide account related assistance to my team members.
- Assist my supervisor with various tasks as requested to include handling escalated phone issues.
- Chairman of The Bright Ideas Committee: Coordinate, schedule and hold monthly meetings, assign roles to members, communicate meeting minutes, agendas and delegate correspondence to supervisors and upper management.
- Meet monthly goals and quotas in regards to collection on delinquent accounts.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
Associate - Early Childhood Development
Virginia Western Community College
Roanoke, Virginia06.1994
Skills
- Customer Service 30 years
- Team Leadership
- Organizational Skills
- Excellent Communication
Timeline
BDC Service Coordinator
Brooklyn Chrysler Jeep Dodge Ram
08.2020 - Current
Remote Sales Development Representative
SalesRoads
09.2018 - 08.2020
Business Development Representative
Berglund Chevrolet Buick
04.2016 - 11.2017
Administrative Assistant/Receptionist
Troutville Tire Service Inc.
04.2014 - 04.2016
HR Benefits Specialist/ Call Center Agent
Advance Auto Parts Support Center
09.2011 - 03.2014
Collections Specialist II
Wells Fargo
08.2008 - 09.2011
Associate - Early Childhood Development
Virginia Western Community College