Customer Service & Call Center Support

Lizzy Cayer Pensacola, FL Phone: 561-***-**** Email: *****.*****@*******.***

OBJECTIVE

I am seeking an opportunity that encourages growth, learning & challenges alike. I enjoy the automotive industry because it allows me to empower customers, their vehicle is their freedom. I also enjoy empowering people, while simultaneously assisting business’ in growth via: process improvement and auditing. If a solution is not found inside the box, my instinct is to find solutions outside of it. If I do not have to say no to a client, customer or solution - why should I abandon the opportunity? PROFESSIONAL SUMMARY

2.5 years actively working for a DealerGroup in Central Service, Central Ops and CRM & phone system onboarding, administration, configurations & management. Primary superuser for callflow management and integrations. Customer Success Management, to include management of Marchex & Pinnacle results, Reputation.com,, Customer First,Podium & more.

Actively involved in 2 buy & sell to include Chevrolet Bessemer, CDJR Andalusia & Nissan Andalusia,

7+ years working in multiple positions for successful AT&T Business vendor.

12+ years working in inside sales, retention and/or telecommunications. Prior to starting my venture with inside sales, retention, quality assurance & management I gained experience as a Server, Line Cook, Hostess & Trainer, Deli Associate, Live-in Personal Assistant, Live-in Nanny & Behavioral Modification Specialist for children with processing disorders EXPERIENCE

Allen Turner Chevrolet Pensacola, FL

Lead BDC Sales Please ask

• Sales lead mining

• Appraisal/ sales & appointment setting

• Vehicle video creations

SPURWINK SERVICES Chelsea, ME

Residential Youth & Family Specialist November 2023- July 2024

• Supported children & young adults with intellectual disabilities in daily living tasks

• Trained in TCI ( Therapeutic Crisis Intervention) & Ukeru to protect the children & staff during times of dysregulation

• Food prep, hygiene assistance & restraints as needed

• ** Facility shut down June 30th of 2024

STEP ONE AUTOMOTIVE GROUP Fort Walton Beach,

Central BDC Service & Customer Success Manager December 2020-August 2023

• Onboarded as a central BDC service agent with call flow audits & promoted to management

- (BDC Service)

• Promoted to Customer Success Manager thereafter

• Managed DealerFX configurations for 15+ dealer locations.

• Onboarded 17 dealergroups alongside xtime

• Built a Microsoft Sharepoint site for central BDC service agents ref, service criteria by loc.

(ie: lift capacity, shuttle radius, recall part availability etc)

• Primary admin for the 3CX & TotalCX phone system.

• Assisted with onboarding (2) dealerships during buy & sell

• Worked with Directors to onboard and trial Brook AI, assisted with config per service as appropriate

• OEM compliance

• Instructed by service mgrs to continuously config. Dealer-FX(followed by xTime) to align set shop flow with approp. lift capacities, porter availability, etc.

• On-site 1-2 days weekly at multiple dealerships,

• Assisted with editing guides for central BDC service

• Onboarded (3) agents - Customer Success Team

• Podium/Reputation.com

BEST INTERSTATE MOVING & STORAGE, LLC Boca Raton, FL Sales Account Manager January 2018-April 2019

• Top 10% in acquisition sales for moving broker

• Effectively set customer expectations re: invoicing, move preparation & transit time

• Completed Quality Control requirements pre-move to reduce customer complaints

• Obtained inventory - customer education & review

• Followed up with customer throughout pre/post move processes.

• Received positive reviews from customers once move completed and/or use discovery to understand root cause for customer dissatisfaction resolve before ending communications ACCESS COMMUNICATIONS GROUP (ACG) Boynton Beach, FL AT&T Corporate Business Acct Mgr (SBS/NBM) Sept 2010-Mar 2017

● Top 5% in sales for majority of my tenure

● Assigned to a group of AT&T Business Customers with multiple accounts

● Responsible for account maintenance in ref. to billing(urgent), renewal dates & migration advisories

● Direct customer contact and resolution mgr for AT&T Office of the President escalations

● Acquisition and new assigned customers intro - target assigned customers specific to Fiber upgrades

● Responsible for downloading lead lists (SART) of my assigned accounts based on products, current billed products, and location, as well as placing my own orders (ROME/LSCRM/Phoenix), Notating customers accounts as applicable

(BOCRIS/ACIS/BOSS), reconciling monthly posted (sales) results with submitted and correcting errors on rejected orders. Also identified and notified customer accounts appropriate for migration to managed Fiber Quality Assurance Mgr (VCTG/Sm. Business vendor sales) Sept 2010-Mar 2017

● Supervise/train up to 4 QA agents simultaneously - QA hire screening

● Vendor employee (agents/management) education of AT&T legal compliance requirements & updates

● Send up to 150 calls daily to client daily- Monthly results affected vendor pay out.

● Internal & client initiated audits completed.

o SKILL SETS

o 65+ WPM

o Friendly, coachable & motivated!

o Microsoft Office Suite (Excel, Word, Powerpoint, Sharepoint, etc.) o Customer Service focused – skilled in root-cause-analysis o Solution selling

o Process focused with a passion for problem-solving o CRM & Phone System Administration

o PS: I walk faster! (sense of urgency)

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