Customer Service Relations
Resume:
MICHELLE HENDERSON
**** ******* **., ***** ******** Hills
********.***********@*****.***
Hardworking and motivated Customer Relations Agent with 12 years of experience and record of success in the auto finance industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with management and employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
WORK EXPERIENCE
Used Car Dealer
01/2022 to Present
Oakwood Auto
2033 Empire Central, Dallas, TX 75235
Greeted customers and answered questions about used cars. Conducted test drives with prospective buyers and demonstrated features of each vehicle. Negotiated prices with customers and assisted in settling financing options. Prepared detailed invoices for all sold vehicles.
Organized paperwork associated with the purchase of used cars, such as titles and registration documents. Maintained records of customer service inquiries and sales reports. Provided support during delivery process by preparing paperwork and ensuring all necessary documents are signed by buyer.
Provided support to other departments within the dealership, such as finance and parts departments. Assisted sales staff in closing deals with customers. Performed vehicle inspections to assess condition of vehicles for sale. Scheduled maintenance appointments for vehicles prior to sale. Maintained knowledge of sales and promotions, return policies and security practices. Prepared merchandise for purchase or rental.
Computed purchases and received and processed cash or credit payment. Indirect Credit Dispute Manager
02/2020 to 01/2022
EXETER FINANCE LLC
Irving, TX
Monitored staff performance and addressed issues.
Enforced customer service standards and resolved customer problems to uphold quality service. Coached, mentored and trained team members in order to improve their job performance. Trained employees on additional job positions to maintain coverage of roles. Exercised good judgment and decision-making in escalating concerns and resolving issues. Provided leadership during times of organizational change or crisis situations. Assigned tasks to associates to fit skill levels and maximize team performance. Maintained up-to-date records of employee attendance, payroll information, vacation requests. Entered time and attendance logs in preparation for payroll. Ensured compliance with all applicable laws, regulations, industry standards. Recruited and hired qualified candidates to fill open positions. Conducted regular meetings with staff to discuss progress and identify areas of improvement. Resolved conflicts between employees by providing guidance on company policies and procedures. Led team meetings and one-on-one coaching sessions to continuously improve performance. Created monthly reports for senior management summarizing operational performance metrics. Conducted quality, timely performance feedback and performance appraisals. Scheduled interviews for potential candidates and conducted reference checks prior to hire. Collaborated with other departments to ensure timely completion of projects within budget constraints. Organized special events such as conferences or training sessions for employees. Credit Bureau Specialist
06/2016 to 02/2020
EXETER FINANCE LLC
Irving, TX
I investigate and respond to credit bureau disputes received from the three major credit agencies as well as respond to disputes received directly from the consumer Ensure compliance with Exeter’s policies and procedures as well as state and federal laws Metro2
E-Oscar
I’m assisting with the training of new hires
I have participated in several special projects for the department Maintained 90% or higher for QA.
Determined consumer needs to provide products and services appealing to larger market. Wrote and submitted reports on industry trends, prompting managers to develop business plans. Monitored operations and reviewed records and metrics to understand company performance. Set specific goals for projects to measure progress and evaluate end results. Displayed strong telephone etiquette, effectively handling difficult calls. Maintained positive working relationship with fellow staff and management. Generated reports to track performance metrics of team members. Remediation Specialist (Account Maintenance)
09/2015 to 06/2016
EXETER FINANCE LLC
Irving, TX
Responsible for managing all payment postings and payment reversals whether it be payments, payoffs, auctions, etc
Compensating customer’s accounts based on changes or updates made by state or local governing bodies We are responsible for correcting payment/fee issues I have a working knowledge of automobile financing, collections, loan services and other specialty departments I accounted for funds received through the mailroom I worked with accounting and treasury directly
Performed due date changes, account status changes, account writes off, etc. Escalation Representative
08/2013 to 09/2015
EXETER FINANCE LLC
Irving, TX
Backup to supervisors when customers escalate above the Customer Service reps Responsible for documenting accounts when correspondence is received Outbound calling required
Other duties include but not limited to: Assisting customer with removing their vehicles outside of the U.S., SCRA review and submission, deferments, due date changes, payment disputes, reinstatements, etc.. I assist new hire reps with questions and concerns during their consumer interactions I handled calls that were directed to corporate office in error Worked with the OOP regarding customer complaints
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes. Determined consumer needs to provide products and services appealing to larger market. Utilized document management system to organize company files, keeping up-to-date and easily accessible data. Identified needs of customers promptly and efficiently. Customer Service Representative
09/2012 to 08/2013
EXETER FINANCE LLC
Irving, TX
Answered customer inquiries and provided accurate information regarding products and services. Provided excellent customer service to resolve customer complaints in a timely manner. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Demonstrated excellent communication skills in resolving product and consumer complaints. Developed strong relationships with customers by providing personalized assistance and support. Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Fielded customer complaints and queries, fast-tracking for problem resolution. Used proven techniques to de-escalate angry customers during telephone interactions. Mentored junior team members and managed employee relationships. COMPUTER SKILLS
Applications:
e-OSCAR
Spectrum
Sterling
Microsoft BI Reporting
Microsoft Word, Excel
Systems:
Microsoft Windows
IBM AS/400
Apple iOS
Google Android
SKILLS
Performance Evaluations, Verbal and Written Communication, Time Management, Staff Training and Development, Staff Management, Team Leadership, Policy Implementation, Performance Management, Staff, knowledge of CDIA guidelines for reporting and responding to disputes
Development, Operations Management, Negotiation - 10+ years Entrepreneur - 2 years
Received my Yellow Belt Six Sigma Certification. Recognized for customer conflict resolution in the complaint department. Completed courses to operate as a Texas Car Dealer 10+
-
years
EDUCATION
Skyline High
School High school or
equivalent Diploma
Dallas, TX
09/1990 to 05/1994
Texas Wesleyan University
Other
Small Business Courses
Dallas, TX
10/2023 to Present
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