YONAH PEPPERS

• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Implemented strategies to reduce average handling time without compromising on service quality.
• Maintained high-quality service standards, ensuring positive customer feedback.
• Developed rapport with customers, fostering long-term relationships and repeat business.

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Managed diverse team of professionals, fostering positive work environment and high employee satisfaction.
• Developed and implemented strategies to increase sales and profitability.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Formulated policies and procedures to streamline operations.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
• Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Managed customer relations on ongoing basis to maximize customer retention.
• Created customer support strategies to increase customer retention.
• Established performance and service goals and held associates accountable for individual performance.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.

Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.

• Collected cash payments, processed transactions and updated relevant records.
• Answered phone promptly and directed incoming calls to correct offices.
• CRM - Salesforce, Dealer Track, Reynolds & Reynolds
• Facilitated communication between customers, technicians, and other dealership departments to ensure seamless service experience for all parties involved.
• Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
• Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
• Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
• Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
• Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
• Maintained clean, organized, and professional service department environment that reflected positively on dealerships image and reputation.
• Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
• Worked closely with sales team members to identify potential up-sell opportunities or provide support during new vehicle purchases, resulting in increased revenue generation.

• Developed estimates by costing materials, supplies, and labor.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
• Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
• Followed up with customers to offer additional support and check resolution satisfaction.