Cassandra J Miller
Morrisville, NC 27560
Hendrick GM Southpoint Durham, NC
July 2014- March 2019
Customer Experience Manager (2018 – 2019)
Responsible for handling all General Motors negative customer surveys or Voice of the Customer cases and all Customer Assistance Cases.
Duties include researching cause of negative complaints by interacting with appropriate dealership and GM personnel. Recommend solutions based upon findings. Update database. Position requires strong interpersonal and communication skills, analytical skills, knowledge of automotive issues relating to performance, equipment, service and warranty and excellent knowledge and ability to use multiple systems to achieve results.
Business Development Representative (Sales 2014-2015, Service 2015-2019)
Responsible for providing excellent customer service.
Duties include answering all incoming phone calls according to a proven, preset script, and scheduling sales or service appointments. Logging all customer comments and information into the Dealer Management System. Confirming all appointments with future customers. Rescheduling all “No Show” appointments and following up with service or sales consultants to determine if the appointment was kept and what the outcome of the appointment was. Responding to online inquiries. Responsible for at least 70 calls, 25 contacts and 15 appointments daily. Position requires strong interpersonal and communication skills, analytical skills, knowledge of automotive issues relating to performance, equipment, service and warranty and excellent knowledge and ability to use multiple systems to achieve results.
Hot Topic Cary, NC
April 2013 – April 2014
Part Time Assistant Manager
Flashback Cary, NC
September 2012 – March 2013
Part Time Key Holder
Responsible for providing excellent customer service and sales
Green Hope High School Cary, NC
Graduated June 2011 GPA: 3.19/4.0