Customer Service Rep

Shannon Brower

Mobile: 248-***-**** Email: **************@*****.*** – EDUCATION - MSU/SW Texas State OBJECTIVE

To be part of a winning team and lead by example. To obtain a position that involves customer interaction and problem solving. My goal is to continue working and developing skills while growing with an organization. To use critical thinking that drives investment of time and effort, to be a strategic thinker, to take initiative and to be a concise communicator. Constant teaching and training. SKILLS & EXPERIENCE

Excellent Communication Skills - Process Oriented Problem Solver - Calm Under Pressure Values Customer Experiences - Thrives on a Team - Leading a Winning Team Constant Coaching and Learning – Turning leads into Sales – Time and Project Management Skills – Organized – Timely – Attention to Detail – Ability to Collaborate as Part of a team IN PERSON or VIRTUAL

WORK HISTORY

Lead Revenue & Fusion Zone Automotive

Sales Coordinator – Lead Development

• Managed follow up process of incoming leads

• Turned incoming leads into appointments, demos and then sales CDK Global February 2015 - June 2021

Senior Learning Coach and eLearning

• Delivered training curriculum and provided individual coaching to sales personnel as well as sales training support to sales management, field sales teams

• Course Writer and Presenter – Used strategic sales thinking that drove strategic learning outcomes-connected complex concepts into learning content/learning delivery Suburban Chrysler Dodge Jeep Ram January 2014 - February 2015 BDC Manager

• Managed and developed new and existing team members to take incoming calls and leads with limited words and turn into appointments

• Managed followup process of incoming leads and incoming calls

• Training of new team members for incoming calls, leads, appointments and walk ins Feldman Automotive Group October 2010 - January 2014 BDC Manager then Director

• Managed and developed new and existing team members to take incoming calls and leads with limited words and turn into appointments

• Managed followup process of incoming leads and incoming calls

• Training of new team members for incoming calls, leads, appointments and walk ins LaFontaine Automotive Group September 2005 - October 2010 Customer Service Manager

BDC Representative

BDC Manager

• Managed and developed new and existing team members to take incoming calls and leads with limited words and turn into appointments

• Managed followup process of incoming leads and incoming calls

• Training of new team members for incoming calls, leads, appointments and walk ins

• Managed CSI scores and follow up calls to ensure continual high scores Bob Saks Automotive Dec. 1999 - Sept 2005

Service Writer-Customer Service Rep-Asst Service Mgr.

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