Customer Service Data Entry
Resume:
Caine L. Lihn
215-***-**** • *********@*******.*** • Quakertown, PA 18951
To obtain a position which offers the opportunity to grow with the company, while allowing me to effectively use skills gained through years of experience. Dedicated leader with knowledgeable about best practices in field, especially effective leadership strategies to motivate employee performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance. Summary
Skills • Achievements:
Certified annually through SABB, Jaguar,
Land Rover on the latest product
education
•
Consistently hit goals set by upper
management
•
Computer literate; Microsoft Word, Excel,
Powerpoint and most Apple Applications
•
Work well independently as well as within
a team environment
•
Management experience with the ability to
delegate responsibilities fairly and
effectively
•
Internet savvyADP (Automatic Data
Processing) application experience
•
• Electronic repair experience
• Clean driving record
• Problem-solving skills
• Inventory auditing
• Invoice processing
• Coordinating paperwork
• Technical acumen
• Vendor relations
• Delivery coordination
• Ordering parts
• Catalog familiarity
• Forklift operation
• Reviewing deliveries
• Delivery order fulfillment
• Project management
07/2021 - 08/2022
Parts Associate, Emergency Systems INC/ Curtis Power Solutions, Quakertown, PA
Experience
• Received and stocked incoming merchandise, arranging items in correct locations.
• Answered inquiries, resolved problems and finalized parts sales at counter and by telephone. Reviewed catalogs and computer databases to search and locate correct parts for customer vehicles according to make, model and year.
•
Kept sales and counter areas organized and clean to give positive first impression to visitors and customers.
•
Finalized sales receipts, contracts, logs and other documentation regarding parts sales and service appointments.
•
• Coordinated and executed daily parts deliveries to local businesses.
• Followed standards of care and compliance per company and legal requirements. Optimized team effectiveness by personally working with new hires regarding compliance, sales and service standards.
•
• Implemented process and procedural updates to uphold high standards of service and 04/2020 - 07/2021
Ciocca Subaru, Ciocca Dealerships, Allentown, PA
11/2015 - 06/2018
Owner/Operator, Smokestack Lounge, Quakertown,, PA quality, as well as meet challenging sales objectives.
• Increased team productivity by implementing multiple strategic process improvements.
• Assisted employees in parts sales, service and delivery.
• Constructed productivity reports to discuss with senior management at sales meetings.
• Operated point of sales and parts lookup computer systems.
• Received, examined and reshelved returned parts.
• Opened crates to replenish stocked items in proper aisles.
• Placed inventory numbers on parts to properly identify items for counter associates.
• Performed quality control inspections on parts and packaged parts for delivery or sale. Used forklift equipment to move parts to delivery bays, observing safety protocols to avoid accidents and product damage.
•
Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistent basis.
•
• Responded quickly to customer concerns and complaints, typically within 60 minutes. Leveraged dynamic response abilities and sales expertise to build long-term, profitable client relationships.
•
• Consulted with clients to outline options and obtain permission to proceed with service. Updated customer accounts in computer system, submitted payments and changed personal details.
•
• Produced repair and installation orders and updated master schedule with assignments.
• Detailed operations, expected changes and typical duration of service to customers. Attended conferences, vendor events and workshops to meet and network with potential new clients.
•
• Used knowledge of services to recommend additional products and offerings to customers.
• Researched coverages under warranties and determined requirements for coverage.
• Examined records and papers to verify warranty and service contract coverage.
• Documented and scoped actions taken to resolve issues after service calls. Supervised monetary transactions and changes while coordinating logistics to verify service dates.
•
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
•
Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistent basis.
•
• Answered phone calls and responded to questions and concerns. Explained amount for expected services and provided detailed answers to customer questions.
•
• Recommended additional, useful services to customers to increase overall sales.
• Welcomed incoming individuals and ascertained needs by asking open-ended questions. Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
•
• Contributed to business growth by confirming customer satisfaction with service and quality.
• Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
• Handled telephone inquiries regarding appointments and work in process.
• Delivered concierge support for phone or in-person inquiries to drive customer satisfaction. Promoted business on social media platforms to maximize brand identity and generate revenue.
•
• Promoted business on social media platforms to maximize brand identity and generate 04/2019 - 04/2020
General Manager, RAB Management, Easton, PA
revenue.
Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
•
• Devised business and marketing plans and prepared monthly financial reports.
• Set pricing structures according to market analytics and emerging trends. Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy.
•
• Employed and managed vendors by negotiating deliverables, cost and expected quality.
• Led startup and creation of operational procedures and workflow planning.
• Trained teams on specific operations, applicable procedures and techniques for each job site. Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
•
Enhanced operational performance by developing effective business strategies, systems and procedures.
•
Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers.
•
• Managed sales presentations to promote product and brand benefits. Oversaw project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables.
•
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines. Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
•
Analyzed client business needs and assisted in determining appropriate resources and strategies.
•
• Hosted special events to boost brand awareness and increase community engagement.
• Developed and implemented successful sales strategies to meet business goals. Coordinated with technical and IT teams to develop company website and create online advertisements.
•
Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.
•
Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistent basis.
•
Delivered exceptional client experiences through hands-on leadership of associates and managers.
•
Built and maintained loyal, long-term customer relationships through effective account management.
•
Managed inventory levels and conducted corrective action planning to minimize long-term costs.
•
• Designed sales and service strategies to improve revenue and retention. Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
•
• Recruited, trained and empowered employees to achieve key performance indicators.
• Taught alertness and security tactics to reduce theft and losses.
• Supervised employees through planning, assignments and direction.
• Trained employees on duties, policies and procedures.
• Guided management and supervisory staff to promote smooth operations. Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
•
Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
•
07/2016 - 06/2018
Service Advisor/ Assist Service Manager, Porsche Warrington, Warrington, PA
• Tracked monthly sales to generate reports for business development planning. Controlled regulatory risks by overseeing corporate compliance visits and adhering to protocol.
•
Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistantant basis.
•
Responsible for customer service, customer warranty, processing and sub- mission, sales, and internal responsibilities within the dealership pertaining to the Lexus Brand
•
• Managed technicians to fulfill daily goals and agendas
• Communicate and utilized out- side vendors to perform a complete service experience
• Achievements:
• Obtained and sustained manufacturer's qualifications for master status
• Computer literate; Microsoft Word, Excel, Powerpoint and most Apple
• Fully trained in Reynolds and Reynolds
• Consistently top in sales
• Consistently obtained high CSI score
• Processed and delivered loaners and valet services for customer Constituently works well in a team or independent environment, exceeding expectations of the employer
•
• Responded quickly to customer concerns and complaints, typically within 30 minutes. Leveraged dynamic response abilities and sales expertise to build long-term, profitable client relationships.
•
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
•
• Consulted with clients to outline options and obtain permission to proceed with service. Updated customer accounts in computer system, submitted payments and changed personal details.
•
• Produced repair and installation orders and updated master schedule with assignments.
• Detailed operations, expected changes and typical duration of service to customers.
• Utilized product expertise and proficiency in most automotive based programs.
• Answered phone calls and responded to questions and concerns. Explained amount for expected services and provided detailed answers to customer questions.
•
• Recommended additional, useful services to customers to increase overall sales.
• Welcomed incoming individuals and ascertained needs by asking open-ended questions. Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
•
• Contributed to business growth by confirming customer satisfaction with service and quality.
• Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
• Researched coverages under warranties and determined requirements for coverage.
• Used knowledge of services to recommend additional products and offerings to customers.
• Handled telephone inquiries regarding appointments and work in process.
• Examined records and papers to verify warranty and service contract coverage.
• Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
• Documented and scoped actions taken to resolve issues after service calls. Supervised monetary transactions and changes while coordinating logistics to verify service dates.
•
• Replenished items running low in customer inventories by quickly shipping new orders. Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistent basis.
•
03/2013 - 06/2016
Service Advisor/ Assist Service Manager, Lexus Of Lehigh Valley, Allentown, PA 07/2011 - 02/2013
Service Advisor/ Porsche Brand Ambassador, Knopf Automative, Allentown, PA Responsible for customer service, customer warranty, processing and sub- mission, sales, and internal responsibilities within the dealership pertaining to the Lexus Brand
•
• Managed technicians to fulfill daily goals and agendas
• Communicate and utilized out- side vendors to perform a complete service experience
• Achievements:
• Obtained and sustained manufacturer's qualifications for master status
• Computer literate; Microsoft Word, Excel, Powerpoint and most Apple
• Fully trained in Reynolds and Reynolds (Incl
• Ignite)
• Consistently top in sales
• Consistently obtained high CSI score
• Processed and delivered loaners and valet services for customer Constituently works well in a team or independent environment, exceeding expectations of the employer
•
• Answered phone calls and responded to questions and concerns. Explained amount for expected services and provided detailed answers to customer questions.
•
• Recommended additional, useful services to customers to increase overall sales.
• Welcomed incoming individuals and ascertained needs by asking open-ended questions. Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
•
• Contributed to business growth by confirming customer satisfaction with service and quality.
• Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
• Researched coverages under warranties and determined requirements for coverage.
• Used knowledge of services to recommend additional products and offerings to customers.
• Handled telephone inquiries regarding appointments and work in process.
• Examined records and papers to verify warranty and service contract coverage.
• Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
• Documented and scoped actions taken to resolve issues after service calls. Supervised monetary transactions and changes while coordinating logistics to verify service dates.
•
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
•
• Responded quickly to customer concerns and complaints, typically within 60 minutes. Leveraged dynamic response abilities and sales expertise to build long-term, profitable client relationships.
•
• Consulted with clients to outline options and obtain permission to proceed with service. Updated customer accounts in computer system, submitted payments and changed personal details.
•
• Produced repair and installation orders and updated master schedule with assignments.
• Detailed operations, expected changes and typical duration of service to customers. Attended conferences, vendor events and workshops to meet and network with potential new clients.
•
Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistent basis.
•
Solely responsible for all customer warranty processing, sales, and internal within the dealership pertaining to the Porsche Brand
•
• Managed a team off technicians to fulfill daily goals and agendas
• Achievements:
• Independently ran Porsche service team including warranty and goodwill processes
• Computer literate; Microsoft Word, Excel, Powerpoint and most Apple
• Consistently obtained high CSI scores above both monthly and quarterly Brand expectations
• Managed and Maintained a 30 plus loaner vehicle fleet for all 3 dealer Brands
• Obtained and sustained Porsche Brand Gold Certification and Brand Ambassador Certified
• Promoted positive company image through superior customer service experiences. Maintained consistent visual merchandising standards to highlight product features, attract customers and boost sales.
•
Built relationships and personalized future client development opportunities by collecting customer data.
•
Met and exceeded goals for high-volume personal sales through clientele development and product knowledge.
•
Stayed on top of industry-related topics, trends and tools to impact social growth and engagement.
•
• Conducted promotional efforts to increase trial and consumption of client brands. Increased client profits by establishing strong brand representation through face-to-face marketing.
•
Maximized engagement and growth by evaluating performance and benchmarking against competitor content.
•
• Prepared action plans to identify specific targets and project contacts and sales.
• Identified new sales prospects through cold calling and digital campaigns. Worked cross-functionally with retail and marketing to drive brand consistency and alignment.
•
• Overcame objections and asked probing questions to close sales. Built lasting relationships with customers by delivering first-call resolution and taking ownership of scenarios.
•
Used social media monitoring platform to view conversations about brands and respond to inquiries.
•
• Accessed brand social media pages to stay abreast of launches and campaigns.
• Performed data entry to process merchandise orders initiated by phone or website.
• Provided written responses to customer inquiries via e-mail, meeting service expectations. Organized and carried out promotional events, set up and tore down event sites and interacted with customers.
•
• Promoted products using Facebook and Instagram.
• Took high-quality photographs of products to support social media campaigns.
• Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
• Used knowledge of services to recommend additional products and offerings to customers.
• Researched coverages under warranties and determined requirements for coverage.
• Examined records and papers to verify warranty and service contract coverage.
• Documented and scoped actions taken to resolve issues after service calls. Supervised monetary transactions and changes while coordinating logistics to verify service dates.
•
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
•
• Responded quickly to customer concerns and complaints, typically within 30 minutes. Leveraged dynamic response abilities and sales expertise to build long-term, profitable client relationships.
•
• Consulted with clients to outline options and obtain permission to proceed with service. Updated customer accounts in computer system, submitted payments and changed personal details.
•
• Produced repair and installation orders and updated master schedule with assignments.
• Detailed operations, expected changes and typical duration of service to customers.
• Collaborated with Sales to help close deals and deliver goods during peak buying periods. Attended conferences, vendor events and workshops to meet and network with potential new clients.
•
• Gave informative presentations at PCA events to reach new clientele. Utilize years of training in product knowledge, sales, empathy with proven proficiency and success on a consistent basis.
•
01/1997
Business/ Psychology
Penn State University
01/1993
Marketing/Advertising
Hussian School Of Art
Education And
Training
References References available upon request
Contact this candidate