Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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.
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
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
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, Virginia
06.1994

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
Susan James