Customer Service Relations

Jackie Mays

**** ***** ******, ***** ****, MD ***64 • 410-***-**** • ***********@*****.***

Accomplished Customer Relations Manager with 20+ years of experience in the automotive industry. Motivated and Energetic team manager with strong organizational skills. I have combined management and customer service expertise with a bias toward action. I am seeking a career change with growth opportunities as an administrative leader in an active environment.

Experience

JULY 2015 – PRESENT CUSTOMER RELATIONS MANAGER TOYOTA OF BOWIE BOWIE, MARYLAND

Supervise administrative staff and provide on-boarding assistance to new employees. Responsible for hiring decisions. Create and maintain a customer service database. Compose and present reports to management teams. Plan and coordinate conferences, meetings, and special events, to include arranging travel. Serve as an informational point of contact for customers on warranties, maintenance, and general service matters. Research customer concerns and work with management teams to address and prevent future issues. Work directly with Toyota on customer issues and national safety recalls. Create and manage call center. Team leader with 12+ direct reports.

JUNE 2012 – JULY 2015 COLLISION CENTER ADMINISTRATOR DARCARS FORD LANHAM, MARYLAND

Worked full charge with all insurance companies from the estimate stage to claim filing to ensure payment. Established procedures and schedules for administrative staff and supervised daily work. Trained staff in all relevant office technologies. Greeted and triaged customers and other visitors as they entered the center. Interfaced directly with customers to provide estimate and account information. Took responsibility for answering all correspondence.

JUNE 1997 – JULY 2012 CUSTOMER RELATIONS MANAGER DARCARS FORD LANHAM, MARYLAND

Collaborated with the Better Business Bureau and the Attorney General’s office to address and resolve customer complaints. Worked with customers and manufacturers on national safety recalls. Maintained responsibility for supervising department staff. Produced and distributed reports, meeting notes, and routine correspondence to appropriate departments.

Skills

Staff Supervision Customer Service Communication Skills Material Resource Management Training and Orientation Superior Time Management Skills Database Creation and Management Conflict Resolution

Education and Awards

Coursework in General Studies Bowie State University Bowie, Maryland

7x Customer Service Excellence Award from Toyota Motor Company

Community Outreach

Worked with Local Police Departments to organize Community Outreach Events, i.e., National Night Out and Shop with a Cop. Organized and participated in events such as Special Olympics, Annual Community Coat Drive, and Concert for Causes

Contact this candidate