Customer Service Relations

Alta J. Reed

Conway, AR ***** ~ 501-***-**** ~ ************@*****.***

Summary

I have over 26 years of Customer Service experience; I enjoy dealing with the public and providing excellent customer service. I make sure I listen to their needs and provide support in a compassionate way and my responses are timely and kind. I thrive in a fast-paced environment and always go above and beyond for my customers.

Skills

Ability to Multi-Task while working in a fast-paced environment

Ability to supervise staff while completing my daily tasks

Excellent Telephone Skills

Review and experience with Vendors and Purchase Orders in a timely fashion

Dealership service department experience

Management and customer relations experience and the ability to deescalate issues

Employment History

Crain Buick GMC Arkansas Mar 2023 to Current

Customer Relations Manager

Working with service customers and their needs. Making update calls based on their service specifications. Working, closely with Service advisors to maintain a great communication base between them and the customer. Reaching out to customers after their service is complete to ensure the customer is satisfied with the services provided from the service department and advisor’s. Accepting calls, messages, and face to face meetings with customers that are unhappy to try and figure in what way’s I can make their experience better. Listening to their issues and resolving the problems with the customer’s request and issues in mind. Reaching out to upper management and GM to resolve the issues the customer is having. Whether it be with the service department or the vehicle manufacturer and the issues with the vehicle. Starting, documenting, and finishing, Policy Evaluation Tools (PET) Cases for GM warranty loaner payments. Working with GM and the company on buyback programs. Making sure all paperwork is filled out that is required from the customer and returned to the Vendor for the customer to receive payment for their vehicle. Filling out and gathering appropriate paperwork for loaner vehicles and explaining to the customer the procedures and policies per guidelines in the contract.

Customer Satisfaction Information Specialist

Collecting and charting CSI information and emailing the information to the appropriate departments, and Management team. Following progress of CSI each day based on Review surveys, store surveys and scores, and regional scoring. To ensure that our departments are meeting requirements per region and per corporate standards. If the standards are not being met, finding the reason why, by following up with customers, technicians, and advisors. Meeting with departments to learn how to better our response to complaints to make our store the best it can be. Providing all feedback from our customers to the correct person and department.

Cashier

Opening the cash draw in the morning. Retrieving money from the safe, counting down the cash bag to make sure the correct amount is in there from the night before. Documenting the amount before, and after the shift has ended. Taking cash and providing the correct amount of change back. Taking check and card payments and verifying the payment has been authorized and received. Documenting the amount and providing the customer with a receipt and a printed signed receipt for the dealership’s records. Answering phones and scheduling appointments for the customer on the phone, or per advisor for the customer in Reynolds.

Receptionist

Answer phones and transfer calls to the correct area that the customer is calling for. Interact with and greet customers as they enter the building. Assist the customer with the information, person, or area they are looking for.

Business Development Center Customer Service Specialist

Answer inbound calls and set up service appointments per customer’s request. Interact with customers when making out bound calls to let them know they are due for services and what type of service is due. Provide pricing for service, labor, and parts when asked and when it is available. Assist in questions from customers with trouble shooting a vehicles problem if possible.

Bookkeeper/Filer

Pluck staples from RO’s (Repair Orders), scan the completed RO’s in the system, Staple the RO’s back correctly, and make folder for each one per the last six of the VIN to file.

GDIT Arkansas October 2022 to February 2023

Customer Service Specialist

Answer inbound calls for the covid hotline. Answer questions about covid/Monkey pox’s and provide accurate information that was provided to me from the Arkansas Department of Health. Interact with individuals who were positive for covid and gather information about them and input data into the systems for each patient; kept the information secure and provided guidance to each caller as needed.

GDIT Arkansas (North Carolina NCMCC) April 2022 to October 2022

Customer Service Specialist

Interact with individuals who inquiring information about their Medicaid and gather information about them and input data into the systems for each patient, changing PCP as needed and transferring caller to appropriate departments if needed; kept the information secure and provided guidance to each caller as needed.

GDIT Arkansas December 2020 to March 2022

Customer Service Specialist Interact with individuals who were positive for covid and gather information about them and input data into the systems for each patient; kept the information secure and provided guidance to each caller as needed.

Arkansas Box Conway February 2018 to Mar 2020

Plant leader/Supervisor

We produced corrugated tubing for multiple companies; as a supervisor, I made sure the shifts were covered adequately and maintained productivity by supervising the staff. I worked directly with plant manager and owner and made daily decisions on staff and upcoming projects.

Age industries Conway in AR (Plant closed) May 2010 to Feb 2018

Supervisor

Supervised the staff to ensure quality and productivity; support staff with their daily duties and making sure they understood the assigned task. Remind them to work respecting the safety protocols.

Shipping and Receiving

Ensuring that all Bills of Lading, were correct and attached them to right packages; make sure that the merchandise was loaded in the correct trucks for a timely deliver.

Customer assistance

Work directly with customers to ensure their satisfaction and resolve any issues that came up. I scheduled appointment with customer for visits to the plant as well as Vendor appointments.

I also made sure all was running smoothly in the lobby areas and areas accessible to customers.

Office assistant

Received inbound sale orders and providing appropriate dates to allow enough time for completion. I would then convert all the information into work orders or masters and provide that information to the employees so they could know due dates and have adequate time to complete the order. After the orders were finished, I would log all information into the computer and prepare the process for the next step.

Operator

Operation of a tube winder to make sure product is produced according to specs.

Production of corrugated tubing for multiple companies. I would perform quality checks and production reports to make sure product was completed on time and correctly according to customer’s request.

(Exel) Kimberly Clark Packaging Conway in AR (Plant Closed) April 2007 to Jan 2009

Line lead/production

Package multiple products for Kimberly Clark according to the customer’s request and specifications of each order that was received. I was required to monitor the production of the product line, to ensure things were properly packed and distributed on time.

I.S.C Laundry Conway AR January 1998 to July 2002 also May 2005 to Mar 2007

Laundry production worker

Work as a team and produce the hospital linen out in a timely fashion. I would operate the machinery that was needed to iron and fold the bedding for this company, along with folding and stacking linen and any other task that needed to be done. I was also responsible for weighing the linen and documenting the days weights for billing and closing the plant down.

Conway Children Center Conway AR October 2004 to January 2005

Pre-school teacher

Providing care and nurture for children in a daycare setting. I would take the children to play, teach them, read to them, and perform any other duties that comes with caring for children.

Conway Regional Medical Center Conway AR September 2003 to August 2004

Housekeeper

Provided a clean and sanitary area for new patients to be placed in after a patient was released. I would sweep, mop, scrub walls, pull dirty bed linen and replace it with clean ones, wash down bathrooms, in patient’s rooms. Also provide cleaning of floor bathrooms and sweep and mop my assigned floor. I would clean patient’s rooms if they had extended stays if the patient needed services and kept a kind, sympathetic attitude, provided respect with each patient and family I was in contact with.

N.P.T` Conway, AR January 1996 to January 1998

Telemarketer

Providing outbound calls for charity donation. I provided each person with a kind respectful attitude while explaining to them the importance of the charity that I was calling about. I took information and payment per each customer and inputted the information into a secure system. All while trying to be precise and accurate to meet a quota.

Education

Arkansas Beauty School Conway, AR February 2003

Cosmetology license

Axia college (University of Phoenix) Online classes February 2009 to June 2013

Criminal Justice (Associates received 2011, Bachelors received July 8, 2013)

Along with certifications in many departments

Exel

Microsoft Teams

Leadership and Management

HIPPA

Dealership certifications

Contact this candidate