SUZANNE MICHELE BOSCO
Orlando,FL
Summary
Dynamic Customer Experience Manager with a proven track record at Gulf States Toyota Inc., excelling in complaint resolution and customer feedback management. Adept at developing engagement strategies and fostering teamwork, I have successfully enhanced service delivery processes, ensuring high customer satisfaction and loyalty. Proficient in CRM software, I lead teams to achieve outstanding results. Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager
THE MANSION HOTEL DALLAS
DALLAS, TX
01.2019 - 07.2023
- Welcomed visitors and guests with a friendly demeanor and professional appearance.
- Collaborated with team members to improve front desk procedures and workflows.
- Managed incoming calls, directed them to the appropriate personnel, and took messages when necessary.
- Greeted customers and answered inquiries in a friendly manner.
- Managed customer complaints and rectified issues to complete satisfaction.
- Handled payment processing and provided customers with receipts and proper bills and change.
Senior Customer Relations Manager
Gulf States Toyota Inc.
Frisco, TX
07.2014 - 06.2019
- Managed customer inquiries to ensure timely and effective resolution.
- Analyzed customer feedback to enhance service strategies.
- Coordinated with sales teams to align on customer needs.
- Led cross-departmental meetings to improve service delivery processes.
- Oversaw complaint resolution, fostering positive client relationships.
- Mentored junior staff in customer engagement techniques.
Customer Relations Team Leader
Southeast Toyota Distributors
Deerfield, FL
01.2010 - 02.2014
- Led customer service team in resolving inquiries and issues promptly.
- Trained new team members on customer service protocols and systems.
- Collaborated with sales teams to enhance customer satisfaction initiatives.
- Evaluated team performance and provided constructive feedback regularly.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
Skills
- Complaint resolution
- Time management
- Engagement strategy development
- Customer feedback management
- CRM software proficiency
- Teamwork
Timeline
Customer Experience Manager
THE MANSION HOTEL DALLAS
01.2019 - 07.2023
Senior Customer Relations Manager
Gulf States Toyota Inc.
07.2014 - 06.2019
Customer Relations Team Leader
Southeast Toyota Distributors
01.2010 - 02.2014