Support Representative Relations Manager
Resume:
Damon Phillips
Victorville, CA ***92
Objective
Looking for a position in a challenging, structured and growth-oriented organization. An organization that offers diverse job responsibilities and commitment to the employees while encouraging teamwork. I provide exceptional communication, analytical skills and have the ability to think critically and solve complex problems.
Experience
2004 – Present American Honda Motor, Co. Chino, CA
Automobile Customer Service
Process invoices for reimbursements for the accounting department
Provide import/Export customer service as backup assistance for Import/Export department
Answer high volume incoming calls
Answer customer general questions and concerns
Properly dispatch cases to the appropriate case management team for review of customer’s concerns and follow up
Explained policies and procedures as needed to assure customer satisfaction
Documented case sensitive information to assist case mangers reviewing the case
Proactive Customer Relations Manager (PCRM)
Utilize independent judgment and empowerment to resolve issues as an advocate for both American Honda Motor, Co. and the customers
Collaborate with District Parts & Service Managers to address pre-mediation cases and vehicle concerns by being thorough as well as completing detailed case research
Maintained consistent individual high success rate and customer relations surveys
Proactively made outbound calls to ensure customer satisfaction as a result of poor survey scores
Technology Support Representative
Assist Honda/Acura customers and dealers with in-car vehicle functions such as audio and navigation systems, Bluetooth connectivity, Smartphone applications, cellular interoperability and other vehicle infotainment systems
Support customers and dealer with issues related to Honda/Acura mobile applications
Assist customer with radio codes not found in AHM’s database
Collect, and repot on, in-car new model technology infotainment and telematics issues raised by customers and dealers
Support and diagnose for OTA or Wi-Fi updates to vehicle infotainment issues
Resolve infotainment issues to prevent buy-backs from customers, dealers and/or dealer personnel
Update Technology support 3 day report and distribute the report to required parties
Monitor cases over 3 days for reporting
Days untouched reports
Update Tech Aux daily report
Support Escalations
Support inbound agents with any questions they may have
Monitor Center Vu reports for AUX/After call times, Available time & Personal time
Initail Quality Survey Outreach (IQS)
Contact 100% of customers with initial quality concerns on their MY17 Vehicles
Gather data from PQS tool, iSky, ClaraBridge reports, OnePack and social media on all MY2017 Honda and Acura Vehicles
Provide dealership liaison assistance as necessary to increase brand loyalty
Increase customer product knowledge of their new vehicle showing consumer support beyond the dealership
Identify opportunities for improvement of initial quality
Educate customers on user interfaces of MY17 Vehicles
Analyze customer concerns based on vehicle models
Report emerging trends based on consumer feedback
Provide voice of the consumer directly to American Honda Shareholders
Attend My17 One Pack meetings
Agent Administration, Case handling, reporting, dashboard analytics
Workforce Management
Monitor and manage phone, email, chat, and back office service level objectives by analyzing real time volume and associate behavior / performance in a high-volume call center
Monitor and manage call center workload allocation objectives by adjusting associate skill priorities within the applicable center
Utilize intraday forecasting tools to assist with analyzing real time staffing requirements needed to meet Service Level and workload allocation objectives
Creating forecast scenarios using actual volume / Average handle time to determine the number of staff required to meet service level objectives.
Monitor agent real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management
Update daily agent’s schedule with various segments / exceptions
Adjust agent's breaks, lunches, and schedules to help during peak periods of the day.
Works closely with management to ensure their reporting needs are satisfied
Oversees creation and maintenance of agent level schedules and reporting.
Education
1994 – 1996 Chaffey College Alta Loma, CA
1997 – 1999 Computer Education Institute Riverside, CA
2012 – 2014 San Bernardino Valley College San Bernardino, CA
Skills
40 WPM
CRRS, CMS
Strong organizational skills
Excellent analytical skills
Problem solving and interpersonal skills
Ability to prioritize, work in a fast paced environment, multi-task, work under time constraints and deadlines.
Exemplary interpersonal communications (written and oral)
Microsoft Office, Outlook, Excel, Word, PowerPoint
Windows
Lotus 123
WordPerfect 6.1
Experienced internet usage
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