Customer Service Representative

Erika Roy

949-***-**** *******@*****.*** *** Creekview Lane, Lavon, TX 75166

INDUSTRY FLEXIBLE

Driven with several years of experience in providing excellent organization, teamwork, and time management skills. Capable of balancing various tasks throughout the day without missing a beat. Recognized for clear communication and a willingness to learn anything. Prepared to enter any industry and seamlessly transfer over acquired skills.

Team Training & Mentoring Leadership Multitasking Self Motivated Communication Customer Service Flexibility

Adapting to Change Taking Initiative Problem Solving Attention to Detail Prioritization Professionalism Efficiency

PROFESSIONAL EXPERIENCE

TOYOTA MOTOR SALES USA Reimbursement Administrator Plano, TX (2016 – Present)

Oversee 100+ reimbursement cases every week, including warranty and recall claims. Maintain complete confidentiality to protect both customer and company information. Complete monthly reports to track reimbursement expenses. Train and mentor new team members, both internal and external. Strive to exceed goal for case processing every week.

Accurately enters sensitive information into multiple CRM systems while paying careful attention to detail.

Updates Standard Operating Procedures (SOP) for internal team and outsource support team.

Played key role in developing OPA Portal to resolve customer issues with response time for reimbursement paperwork. Partnered with technical systems team to set up website access and provided training to team members. Resulted in improved speed of response time and case resolution.

Identified solution for overburdened system handling massive recalls affecting 250K customers. Secured assistance for correspondence tasks which became standard practice for all future recalls to quickly clear workload.

Reduced number of reissued checks through implementing overnight sending and tracking system via UPS.

Saved time and effort through developing weekly schedule to coordinate team efforts across all shifts.

TOYOTA MOTOR SALES USA Team Lead Customer Service Representative Torrance, CA (2015 – 2016)

Earned position through demonstrating initiative and willingness to explore new opportunities. Worked closely with customers regarding warranties, recalls, and dealership inquiries while using the CRM system. Resolved supervisor escalations. Reached out to dealerships on behalf of customers.

Mentored phone and email representatives to help them provide the highest level of customer advocacy.

Selected for special project within six months of entering role through demonstrating call efficiency while meeting quality assurance ratings. Resulted in earning a position on a new support team.

Displayed excellent written communication skills through email correspondence between dealerships, customers, internal and external teams.

PDS TECH Customer Service Representative Torrance, CA (2013 – 2015)

Provided technical assistance, advocacy, and resolutions for customers.

Created and resolved different level cases on behalf of customers.

Collaborated with dealerships for escalated case types to resolve customers concerns.

Consistently met monthly quality assurance measurements and expectations.

EDUCATION

Bachelor of arts in Family and Consumer Sciences California State University Long Beach, CA (2010)

Proficient with Microsoft Office

Contact this candidate