Customer Service Specialist
Resume:
**** **** ****** • Redlands, CA *****
Home 909-***-**** • Cellular 951-***-****
Email - ***************@*****.***
Education and Training
University of Redlands, School of Business, Redlands, CA, B.S. Business 2013
University of Redlands, School of Business, Redlands, CA, M.A. Business in progress
Professional Development Courses
Certified Food Worker, County of San Bernardino, Department of Public Health - 2015
Sea Ray Warranty Administrator Certification Exam: The Master Dealer University Training – 2009
Diversity at Work and How to Deal with Difficult People: ADP Total Source University - 2008
Master Dealer University, Certificate of Completion - 2007
Sea Ray Sales Certificate, Corona, CA – 2006, 2002
Sea Ray Center Training, Nashville, TN – 2001
Live Scan complete and current
California Vehicle Salesperson Permit and Class C Drivers License - current
Professional Experience
Empire Today – Santa Fe Springs, CA February 2016 – August 2019
Flooring and window treatment company
Customer Service Specialist and Sales
Created own LLC – Services Mountain, Inland Empire, High Desert and Palm Desert Areas
Customer Sales and Financing Liaison
Stater Bros Super Market – Redlands, CA March 2015 – September 2015
Southern California based food industry Grocery Company
Customer Service Specialist
Customer Clerk
Meat Department Associate – elevated to this position after 3 months of employment
Southwest RV Center – Indio, CA (formally Southwest Coaches – Colton, CA) May 2014 – January 2015
RV and mobile-suites dealer in Southern California
Service Manager and Warranty Administrator
Negotiate with Insurance companies on customer behalf in all accident cases
Negotiate with vendors & sublet vendors to insure increased dealership profit
Up-sell work recommendations identified by mechanical, cosmetic, and detail employees
Dispatch daily work to mechanical, cosmetic, and detail employees
Ensure Customer Service Index (CSI) levels meet and exceed previous dealership levels
Act as main contact when poor customer service was identified through CSI surveys
Assist all sales staff in overcoming technical objections from potential customers
Moss Bros. Chrysler, Jeep, & Dodge – San Bernardino, CA January 2014 -April 2014
Moss Brothers is a full service family of dealerships including Chrysler, Jeep, Dodge,Toyota, Ford, Honda, Chevrolet
Assistant Service Manager
Up-sell work recommendations identified by mechanical, cosmetic, and detail employees
Dispatch daily work to mechanical, cosmetic, and detail employees
Assist all sales staff in overcoming technical objections from potential customers
Sun Country Marine, Ontario, CA January 2011 -October 2011
Sun Country Marine sells four power boating manufactures: Sea Ray, Nautique, Bennington and Meridian Yachts.
Service Manager and Warranty Administrator
Negotiate with Insurance companies on customer behalf in all accident cases
Negotiate with vendors & sublet vendors to insure increased dealership profit
Up-sell work recommendations identified by mechanical, cosmetic, and detail employees
Dispatch daily work to mechanical, cosmetic, and detail employees
Ensure Customer Service Index (CSI) levels meet and exceed previous dealership levels
Act as main contact when poor customer service was identified through CSI surveys
Assist all sales staff in overcoming technical objections from potential customers
Lobby Traffic Systems, Inc., Placentia, CA March 2010-December 2010
Lobby Traffic Systems, Inc. has three main product lines: Industrial Security Access Control, Pedestrian Queuing Systems and Parking Lot Security
Service and Sales Associate
Negotiate with vendors & sublet vendors in order to maximize company profit
Work directly with company ownership to determine which potential work is inside or outside company scope given employee base size
Contact and build relationships with all local city and government groups within a fifty mile radius of company headquarters
Forecast potential timeline for purchase of products in upcoming work once bids are accepted
Visit and inspect previous job sites to make recommendations on up keep and possible improvements base upon technological changes
Newport Boats (Sea Ray Dealer), Corona, CA January 2000-March 2010
Sea Ray is the number one selling boat manufacturer in the world, selling four classes of boats; sport boats, sport cruisers, sport yachts and yachts.
Service Writer and Warranty Analyst January 2002–March 2010
Instrumental in raising Customer Service Index (CSI) in 2005 which allowed dealership to rise above current level
Based upon Sea Ray CSI survey levels - Master Dealer achieved in 2006 raising labor rate for customer pay as well a warranty rates paid by manufacturer
Personal attention to rising CSI levels allowed dealership to be awarded 2007 Mercury Service CSI recognition
Sales Associate January 2000-January 2002
Improved all sales and business development functions, including: new product rollout, key customer accounts, customer relationship development, contract negotiations and order fulfillment.
Provided cross-functional team training, coaching and mentoring.
Designed, implemented and adjusted sales plans and programs with a focus on fostering demand in the high-end recreational vehicle arena.
Instrumental in setting higher standards for individual accountability and customer follow-up.
Met or exceeded quotas. Earned company awards in recognition of performance.
Consistently developed strong, sustainable relationships with customers with a result of an increase in customer loyalty.
References supplied upon request.
Brian Swinson
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