Customer Service Manager
Resume:
Patricia K. Rawling
Hermosa Beach, CA 90254
*********@***.***
Summary
A Customer Service Professional experienced at investigating, assessing and resolving
product, dealership and warranty complaints. Strengths in oral and written
communications including negotiation and presentation skills, data analysis and
collaborating with co-workers, managers and suppliers to develop innovative solutions
which improve operational efficiency and owner loyalty.
Professional Employment
Hyundai Motor America, Fountain Valley, California 2005 – 2010
Manager, Reacquisition and Customer Operations 2010
Manager, Operations 2008–2010
Manager, Third Party Activities 2005–2008
• Contacted customers by phone and/or email within 1 business day to investigate
and resolve escalated automotive reimbursement and repurchase requests.
Customer contact files were created or updated in the Siebel CRM database.
• Negotiated settlement of over 150 escalated complaints received by executives
and corporate communications managers without any negative publicity or legal
action.
• Conducted database searches for root cause analysis of complaints. Prepared
written reports that highlighted areas for product, dealership and corporate
improvements.
• Collaborated with call center vendor to implement special training classes to
improve product knowledge. Customer survey scores improved for 3 consecutive
months after training.
• Delivered 1-hour training sessions at Call Center on problem resolution, diffusion of
anger techniques, written warranties, safety issues, and new products.
• Provided direction to regional service employees on best practices to resolve
consumer complaints that threatened legal or social media action.
• Program manager for class action notice sent to 983,000 customers. Significant
program elements included selection and coordination with print/fulfillment vendor,
development of an interactive website and selection and training of a dedicated
customer contact center.
• Project manager for recall reimbursement claims project. Developed claims
evaluation training for project team. Interviewed, hired, and supervised staff that
reviewed, approved or denied over 4,000 claims within 60 days.
• Expanded the BBB AUTO LINE mediation and arbitration program to 5
years/60,000 miles after analyzing program and litigation trends. Expansion of
BBB AUTO LINE reduced litigation expenses by $85,000 within one year.
Patricia K. Rawling, page 2
Cathay Pacific Airways, El Segundo, California 1998-2005
Customer Service Supervisor, LAX Airport 2004-2005
Customer Relations Supervisor, North America 1998-2004
• Resolved complaints received via phone, email and letter at North American
headquarters and all escalated passenger complaints at LAX Airport.
• Created and provided new hire training for customer service representatives
including development of talk tracks and 20 template letters.
• Developed a monthly customer complaint analysis report that was used for
continuous improvement action plans involving staff and in-flight meals.
• Implemented a customer retention strategy for airline passengers who were
affected by the SARS (Sudden Acute Respiratory Syndrome) crisis.
• Analyzed airport service and reservation complaints and developed a 3-hour
customer service workshop, which was attended by more than 150 employees at a
cost of less than $2,000.
• Negotiated and settled 95% of all passenger in-flight injury claims without litigation.
Nissan Motor Corporation in USA, Carson, California 1992-1997
Manager, Executive Operations, Customer Relations Department 1995-1997
Training Specialist, Customer Relations Department 1993-1995
Supervisor, Customer Relations Department 1992-1993
• Supervised a diverse team of 15 Call Center specialists. Implemented weekly
coaching sessions to enhance product knowledge and communication skills.
• Created and delivered a comprehensive 3-week new hire training course for call
center staff including soft skills, computer usage and product knowledge.
• Developed a library of 45 template letters to drive improvement in consistent
responses and efficient service by customer service specialists.
• Mobilized and lead team to shift incoming customer calls from headquarters to an
East Coast vendor within 30 days, including training of customer service staff.
• Proposed plan for a dedicated facility for training customer service specialists.
Collaborated with co-workers, IT and Facilities departments to remodel floor space
and built an 18-seat dedicated training center in 4 months.
Education
Miami University Oxford, Ohio
B.A. degree
Technical Skills
Microsoft Outlook, Word, PowerPoint, Excel, Siebel CRM
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