Results-driven Inquiry Response Coordinator specializing in managing customer inquiries and resolving issues to enhance satisfaction. Known for developing efficient response processes and fostering team collaboration, leveraging strong problem-solving skills and effective communication. Expertise in customer relationship management systems contributes to improved customer experiences.
Overview
6
6
years of professional experience
Work History
Inquiry Response Coordinator
Montgomery Automotive Group
Montgomery, AL
09.2023 - Current
Answered customer inquiries promptly, supplying accurate vehicle photos, package details, and pricing to facilitate informed purchasing decisions
Fleet Manager
Montgomery Automotive Group
Montgomery, AL
04.2021 - 09.2023
Fostered relationships with clients from beginning to end ensuring customer satisfaction
Managed five million dollar floor plan for automobile purchases on a daily basis and coordinated repairs of customer vehicles
Coordinated the delivery of inventory and lease fleet vehicles to customers
Directed and led employees, supervising activities to drive productivity and efficiency
Maintained high volume vehicle turnaround rate of 20+ vehicles a week
Service Technician
Montgomery Automotive Group
Montgomery, AL
05.2020 - 04.2021
Diagnosed and coordinated repairs while performing routine maintenance to ensure safe, reliable vehicle performance
Communicated repair needs and service recommendations to customers in a clear, professional manner, improving understanding and trust
Detailer
Montgomery Automotive Group
Montgomery, AL
11.2019 - 05.2020
Performed comprehensive interior and exterior detailing on vehicles, ensuring high-quality finishes to meet customer expectations
Education
Bachelor of Science - Human Environmental Sciences
The University of Alabama
Tuscaloosa, AL
05-2027
The University of Alabama
Tuscaloosa, AL
Skills
Customer Service
Project Management
Team Collaboration
Financial Market Knowledge
Asset Management
Options Trading
Personal Investing
Timeline
Inquiry Response Coordinator
Montgomery Automotive Group
09.2023 - Current
Fleet Manager
Montgomery Automotive Group
04.2021 - 09.2023
Service Technician
Montgomery Automotive Group
05.2020 - 04.2021
Detailer
Montgomery Automotive Group
11.2019 - 05.2020
Bachelor of Science - Human Environmental Sciences
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors