Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vicki Marshall

Customer Service
Livonia,LA

Summary

Proven Office Manager at Smart Tow, adept in organizational skills and customer relations, enhanced operational efficiency and customer satisfaction. Excelled in data entry and administrative support, maintaining confidentiality and fostering strong relationships with East Baton Rouge Parish Sheriff's Office. Achieved significant improvements in workflow optimization and document management, demonstrating a results-driven approach with over 95% office autonomy.

Overview

12
12
years of professional experience

Work History

Office Manager/Dispatcher Manager

Smart Tow
08.2016 - 06.2024
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Answered multiple phone lines at once.
  • I was the only person in the office 95% of the time to handle day to day customers, phones, emails, drivers and deputies.
  • Took payments, instructed customers on how to retreive their vehicles, gave receipts to customers who were retriving their vehicle that was impounded by the East Baton Rouge Parish Sheriff's Office for whatever reason.
  • Guided customers who were in accidents on how to handle their insurance claim, cancelled their license plates online to savethem a trip to the DMV.
  • Waited on other tow truck drivers who were there to pick up vehicles on behalf of insurance companies, took [payments, posted payments and gave receipts for their records.
  • Dispatched for the East Baton Rouge Parish Sheriff's office and had a close releationship with their dispatchers and the Deputies.
  • Maintained computer and physical filing systems.
  • Updated reports, managed accounts, and generated reports for company database.
  • Developed and maintained successful relationships with various tow truck drivers, their dispatchers, insurance companies and the East Baton Rouge Parish Sheriff's Office.
  • Oversaw office inventory by notifing management of what was needed to maintain the office supplies.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved customer satisfaction rates with timely and accurate dispatching calls and drivers.
  • Answered phone calls and responded to customer emails.
  • Provided customers with information on how to proceed after their wreck and vehicle impounded.
  • Assisted in resolving customer complaints and grievances.
  • Monitored vehicle locations to coordinate timely arrivals.

Title Clerk, Customer Service

ABC Auto Auction
04.2012 - 08.2016
  • Entered title and vehicle information into database.
  • Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
  • Communicated with customers to resolve common title issues.
  • Prepared tax and title documents to submit legal transfer work to DMV.
  • Handled cash and credit card payments accurately.
  • Performed data entry and other administrative tasks to keep records and files organized and accurate.
  • Coordinated efforts between sales staff, finance managers, and DMV offices to provide clients with prompt service regarding their vehicle titles.
  • Expedited the title transfer process, closely monitoring timelines and proactively addressing any potential delays.
  • Received and processed paperwork for titles, new license plates, and renewals.
  • Enhanced customer satisfaction by providing timely and accurate title information for vehicle transactions.
  • Assisted customers with complex title issues, providing guidance and support throughout the resolution process.
  • Conducted thorough research on lien releases, ensuring proper documentation was obtained for each transaction.
  • Contacted [State] Motor Vehicle Department to determine status of pending titles.
  • Maintained compliance with state regulations by staying up-to-date on changes in laws pertaining to titles and registrations.
  • Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
  • Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
  • Streamlined title processing by efficiently managing documentation and maintaining accurate records.
  • Created a centralized filing system that allowed easy access to pertinent information about each client''s vehicle title status or history.
  • Organized and maintained a comprehensive database of all title transactions, allowing for easy retrieval in cases of disputes or audits.
  • Kept up-to-date with state and federal regulations to prevent errors and fraud.
  • Collaborated with various departments to ensure smooth workflow for title processing and delivery.
  • Tracked pending titles using spreadsheet software, ensuring timely follow-up with clients and other stakeholders.
  • Continuously improved processes for title management, identifying areas of improvement and implementing changes where necessary.
  • Reduced data entry errors by implementing a rigorous quality control process for all documentation submissions.
  • Educated clients on the importance of title integrity by explaining the risks associated with incorrect or missing documentation.
  • Increased team efficiency through cross-training initiatives, fostering a versatile workforce capable of handling multiple responsibilities within the department.
  • Served as a liaison between buyers and sellers during the titling process, ensuring all parties were informed about their responsibilities.
  • Analyzed title documents to identify potential issues and resolve any discrepancies.
  • Developed and maintained relationships with title companies, lenders and other stakeholders to facilitate smooth transactions.
  • Examined and verified over 100 titles weekly.

Education

High School Diploma -

Bellaire High School
Baton Rouge, LA
05.1981

Skills

Customer Service

Organizational Skills

Excellent multi-tasking ability

Data Entry

Customer Relations

Clear oral/written communication

Administrative Support

Document Management

Clerical Support

Mail handling

Scheduling

Scheduling Coordination

Documentation and control

Workflow Optimization

Report Preparation

Meeting planning

Workflow Planning

Documentation expertise

Office Administration

Timeline

Office Manager/Dispatcher Manager

Smart Tow
08.2016 - 06.2024

Title Clerk, Customer Service

ABC Auto Auction
04.2012 - 08.2016

High School Diploma -

Bellaire High School

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