Customer Service Manager

Ala Odeh

***** ********* ****, *** ****, Fairfax, VA 22033

Phone: 813-***-****

*****@************.***

SUMMARY OF QUALIFICATIONS

§ Over 10 years of extensive experience in operational management, customer service relations, and

meeting and providing above and beyond customer expectation.

§ In – depth knowledge of administration that include warranty, customer pay, internal accounts and

education.

§ Frequent recognition by customers and management for providing exceptional service.

§ Employee awards for dedication, performance, leadership, and meeting company goals.

§ U.S. Citizen and Bi-Lingual (English, Arabic)

EDUCATION

Liberty University, Lynchburg, VA USA

Major: Business Management and Communication

Expected Graduation date – May 2015

WORK EXPERIENCE

05/2012 – Present Assistant Service Manager; Pohanka Lexus of Chantilly; Chantilly, VA

• Led the team that is consistently in the top 5 in sales since 2013

• Manage the team to average 2.5 hours per repair order

• Average score of 95% in customer service index (CSI)

• Lexus Senior certification (2013)

02/2012 – 05/2012 Assistant Service Manager; Nissan of Brandon; Tampa, FL

• Led the team to average 2.0 hours per repair order

• Help the dealership to an average score of 900/1000 in customer service index (CSI)

• Nissan Certification (2012)

01/2010 - 01/2011 Service Adviser/Manager; Lexus of Tampa Bay; Tampa, FL

• Manage the team that averaged 1.75 hours per repair order

• Manage the team to an average score of 90% in the customer service index (CSI)

• Lexus certification

10/2005-01/2010 Internal Advisor/ Senior Service Advisor; Tampa Honda Land; Tampa, FL

• Employee of the month 10 times for dedication, performance, leadership, and meeting company goals

• Manage the team to Top 5 in sales for 3 consecutive years

• Led the team that averaged 1.5 hours per repair order

• Manage the team to an average score of 100% in the customer service index (CSI) for 2 years.

• During my tenure, the average score was 95%

• Honda platinum certification (2008)

Technical Skills

ADP Microsoft Excel

Renyolds & Renyolds Microsoft PowerPoint

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