Tami Lucas
Grants Pass
Summary
Great customer service professional with a proven track record at Grants Pass Toyota, excelling in problem resolution and effective communication. Skilled in data entry and payment processing, I consistently exceeded targets while enhancing customer satisfaction through personalized service and strategic follow-ups. Committed to maintaining confidentiality and compliance in all interactions.
Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Customer Care Representative
Grants Pass Toyota
10.2020 - Current
- Resolved customer inquiries and concerns through effective communication and problem-solving skills.
- Maintained accurate records of customer interactions using CRM software for improved service delivery.
- Developed strategies to enhance customer retention through personalized follow-up communications.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Scheduling appointments for the service department.
- Reached out to customers to advise of the services due, recalls etc.
- Assisted with communication between departments to have the best customer experience.
- Completed daily tasks out of our service department system.
Collections Agent
Performant Recovery
10.2003 - 11.2019
- Managed high-volume collections to reduce outstanding debts effectively
- Trained and mentored new agents on best practices and compliance regulations
- Collaborated with internal teams to resolve disputes and enhance customer satisfaction
- Utilized CRM software for tracking accounts and documenting interactions
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Used multiple resources to locate individuals that had defaulted student loans to assist them in a resolution on their account.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Education
High School Diploma -
Phoenix High School
Phoenix, ORSkills
- Customer service in & outbound
- Data entry
- Problem resolution
- Payment processing
- Appointment scheduling
- Documentation and reporting
- Billing coordination
- Time management
- Multitasking and organization
- Active listening
- Verbal and written communication
- Teamwork and collaboration
- Customer data confidentiality
- Issue and complaint resolution
Timeline
Customer Care Representative
Grants Pass Toyota
10.2020 - Current
Collections Agent
Performant Recovery
10.2003 - 11.2019
High School Diploma -
Phoenix High School