Customer Service Sales

Michelle Rolka

**** ***** **** ******* ************, OH 44131

216-***-**** acy4bj@r.postjobfree.com

Objective

Motivated self-starter seeks challenging long-term position where diverse experience and professional skills will be fully utilized to help the company achieve its goals.

Key Competencies

Experienced - Strong knowledge of small business operations including sales, human resources, marketing, purchasing, vendor relations, advertising and customer service. Exceptional people skills and leadership qualities

Technical – Proficient computer skills

Leadership – Able to offer a collaborative, hands-on management style with excellent training, motivation and team building skills

Initiative - Strong problem solver

Organized - Superior aptitude for details with outstanding time management skills

Communication - Excellent oral and written communication skills with numerous public speaking, radio and television appearances

Customer oriented - Well seasoned in sales and customer service skills

Professional Experience

Service Concierge, TESLA MOTORS December 2014 to present

Answer multi-line phones, direct calls to staff, answer questions, and take messages as needed.

Coordinate appointments for our customers

Greet and provide directions or information to customers for Sales and Service

Provide effective and courteous service to all visitors and existing employees

Available to work on administrative activities and other management requests

Communicate with callers in a professional, friendly and efficient manner, striving to minimize the amount of time spent on hold

Effectively handle multiple priorities, organize workload, and meet deadlines

Work closely with the Service team to ensure a great experience for employees and customers

Customer Retention and Fleet Manager, JAY AUTO GROUP May 2012 to October 2014

Manage all aspects of customer retention for auto sales and service

Implement customer rating service using defined measures and industry standards

Analyze service rating results and address deficiencies in service

Create new ideas to measure and increase customer satisfaction and loyalty

Manage rental agency and direct sales agents, schedule employees and complete management reports

Oversee fleet, fuel costs and repair activities

Hire and train employees and evaluate employees

Handle rental office marketing and advertising

Fleet Manager and Electronic Document Management Administrator, BMW CLEVELAND May 2006 to March 2012

Organized and maintained all vehicles in fleet

Created loan agreements for clients that require use of loaner vehicle

Monitored and maintained all mechanical matters

Coordinated a valet service to suit client needs

Managed fleet work computer programs through BMW North America

Service Coordinator, CRESTMONT CADILLAC, Beachwood OH April 2005 to May 2006

Compiled and distributed timesheets for the service department

Set up appointments for all customer mechanical needs

Logged all new cars into inventory

Maintained schedules for valet and detail departments

Assisted Service Director with various special projects

Customer Service Supervisor, TERMINIX, Garfield Hts., OH June 2003 to April 2005

Performed broad range of duties in fast-paced department

Welcomed new customers

Scheduled service calls

Followed up on re-services to ensure customer satisfaction

Conducted quality level surveys

Strived to correct customer service issues

Worked with employees to ensure they fully understood total customer care

Reviewed phone representatives on a weekly basis to check quota and ensure high service quality

Performed yearly reviews to advise service managers of their salary increase or bonus

Coordinated technician routes and schedules

Attended meetings, took minutes, and produced/distributed summaries

Education

Cuyahoga Community College, Highland Hills, Ohio

Liberal Arts/Paralegal Studies

Named to Phi Theta Kappa based on academic performance

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