Pamela DuFel

***** ****** **.

Hudson, FL *****

acqjda@r.postjobfree.com

727-***-****

WORK EXPERIENCE

Assistant Service Manager- April 2013 to April 1, 2015 Ed Morse Auto Group Buick/GMC/Suzuki/Mazda

10133 U.S. Highway 19 N.

Port Richey, FL 34668

•Encompass proper satisfaction of customers and vehicle related concerns, meet pre-determined daily objectives, and thorough and accurate performance of designated administrative activities.

•Conduct all business with sincerity, honesty, and genuine concern for customers

•Promptly meet and greet service customers warmly and be the perfect host

•Listen to customer's reason(s) for bringing their vehicle to the service department

•Offer logical diagnostic services or repairs to satisfy customer's concerns

•Provide accurate estimates for all the services or repairs recommended

•Handle minor customer complaints and/or misunderstandings with professionalism, courtesy and tact

•Maintain a customer satisfaction rating above zone average

•Personally get the service manager, or other designated management representative, involved with customers whose complaints cannot be satisfied at the service writer level

•Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller's inquiry Assistant Service Manager- August 2008 to January 2013 Lexus of Clearwater

27547 U.S. Highway 19 N.

Clearwater, FL 33761

Job Description

• Ascertain automotive problems and services by listening to customer's description of symptoms, clarify description of problems, conduct inspections, take test drives, check vehicle maintenance records, and examine service schedules.

• Verify warranty and service contract coverage by verifying documentation and explaining all provisions and exclusions to guest. This information is then used to assist in formulating estimates including materials, supplies and labor, calculating the customer's payment including any deductibles.

• Prepare repair orders by describing symptoms, problems and causes discovered, as well as repairs and services required. Addresses customer’s questions and concerns.

•Enhance organization reputation by accepting ownership for accomplishing new and different requests, includes, but is not limited to, selecting, scheduling, supervising, directing, coaching, counseling, and training of subordinates; analysis and driving of sales volume, customer service, profitability and performance; identification and solution of business problems; creation and implementation of competitive strategies; managing productivity standards; and overall Auto Center management responsibilities.

• Associate Development: Teach, coach and provide positive and constructive feedback. Develop a high performance team by coaching, developing and managing performance of Assistant Manager and Associates. Plan, direct and supervise the work and productivity levels of Associates to ensure standards are met or exceeded. Conducts observation, training and coaching of Associates in selling and service process and skills.

• Focus selling, service and support teams on consistent, prompt and accurate customer care. Assess service shortfalls and react quickly to ensure customer satisfaction and achievement of time standards.

• Understand local market focus and track competition and trends in the market; communicate with District, Region and Home Office Support to address unique local market considerations. Knowledgeable of competitors' services and prices to build on sales opportunities

• Responsible for determining appropriate outcomes to customer issues and concerns by making sound business decisions.

Financial Service Representative II- 2008 to 2010

First Bank

7600 U.S. Highway 19 N.

Pinellas Park, FL 33781

Job Description

• Open new accounts, quote rates, terms and fees on all consumer products and services and provide product disclosures to clients as required.

• Frequently review sales/referral goals and formulate daily strategies for meeting and maintaining those goals.

• Initiate tele-servicing calls on maturing accounts, leads, referrals, new account follow-up and other various prospecting opportunities.

• Develop new business opportunities and cross sell additional products and services to customers with an emphasis on establishing profitable client relationships.

• Attempt to retain large withdraws and customers wishing to close accounts

• Actively seek out and maintain extensive product knowledge of all financial institutions products and services.

• Originate consumer loan applications and assist commercial loan officers in the processing of loan applications.

• Represent the company in various civic and community functions to further enhance its image and develop additional business.

• Maintain a license to sell alternative investment products

• Assist in the coaching and training of tellers and customer service representatives to create and maintain a referral/ sales culture and achieve branch sales goals Call center Service Consultant- 2006 to 2008

Sunmark Federal Credit Union

1616 Broadway St.

Schenectady, NY 12306

•Worked in the telephone access center, servicing members on the phone and through live online chats via Sunmark’s website

•Responsible for problem solving, multiple transactions, research and cross selling of products to members in a confidential, professional manner

•Provided legendary service, requiring knowledge of all products and services the credit union offers to its members

Teller Supervisor- 2004 to 2006

HSBC Bank USA

1963 Altamont Ave.

Schenectady, NY 12303

•Responsible for all Customer Service duties including processing daily transactions and customer communication

•Sell bank products and supports the sales, service and coaching process for both platform and teller positions.

•Achieve individual sales goals.

•Resolve customer and associate issues in Branch Manager's absence.

•Monitor branch service quality levels.

•Coach staff to achieve branch sales and service goals.

•Assist in scheduling staff, making selection decisions and reviewing and counseling staff. Counter Manager- 2002 to 2004

Filene's Department Store- Estee Lauder Counter Manager 93 West Campbell Rd.

Schenectady, NY 12306

•Manage staff of upwards of 25 Cosmetic Consultants

•Reach deadlines for high pressure sales events

•Responsible for marketing events to attract large customer base

•Design case layout for product display

•Calculate sale reports for each consultant

•Educate customers individually on basic skin care needs

•Utilize and maintain customer database for phone calls, product launches, events and appointments.

•Present a positive attitude toward the Company, product and staff.

•Present a professional appearance and maintain Estee Lauder Dress Code.

•Serve as a resource for general product knowledge to all customers and staff members

•Assist in the preparation and completion of accurate physical inventory as requested.

•Follow and implement all corporate visual presentation standards and guidelines.

•Enforce and maintain the highest visual standards, including displays, signage, lighting and props.

•Solicit and communicate product feedback from staff and customers

•Assist in the flow of merchandise from stock areas to the selling floor in a timely and organized manner. ATM Teller- 1999 to 2002

HSBC Bank USA

1 Market St.

Amsterdam, NY 12010

•Provide professional client service, by performing accurate transactions, greeting the client, smiling, using the client's name during the transaction, and thanking each client for his or her business.

•Refer clients to other branch personnel as needed.

•Perform the basic transactions of a paying and receiving teller such as accepting deposits and loan payments, verifying cash and endorsements, cashing checks within limits and obtaining further authorization when necessary, issuing money orders, cashiers checks, and redeeming savings bonds.

•Prepare individual daily balance of teller cash transactions as well as other reports as necessary.

•Perform more complex transactions (with assistance as necessary) such as:Coupon Collection, Issuing official checks/money order, large commercial deposits, close out transactions, cash Advances, at the discretion and direction of the supervisor, responsible for collecting own cash items, Follow all operating procedures as outlined in Branch Operations Manual

•Handle proportionate volume of work based on branch demands.

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