Customer Support On-Site
Resume:
Candice Mae Fairfield
Wake Forest, NC *****
*******.*********@*******.***
Summary
Experienced customer advocacy professional with more than 20 years in customer support and service delivery roles. Proven track record in managing customer experiences, boosting consumer loyalty, and overseeing business reputation. I am skilled in process improvement, conflict resolution, team leadership, and training with the focus on meeting company objectives and initiatives.
Employment History & Experience
Crossroads Nissan Wake Forest – Owner Loyalty Manager, CX
12/2021 – Present – Khalil Macklin (On-Site)
• Manage customer experience and dealership reputation, boosting customer loyalty by creating positive experiences across sales, service, and parts departments, resulting in a consistent boost across departments with Nissan national expectations.
• Serve as the escalation point for customer concerns, providing resolutions that foster long-term dealership and product loyalty.
• Chief customer advocate, navigating client feedback through various channels such as Reputation.com, Google, CarFax and surveys. Development and implementation of action plans to improve dealership processes, resulting in higher customer satisfaction, that reflects our industry's best practices. Achieved the 2023 Nissan OLM Top 25 National Performer out of approximately 1,100 in my role nationwide.
• Vehicle accessory coordinator. Processing customer "We Owe"s for promised vehicle customization from ordering parts, scheduling installation, and delivery back to the customer.
• Sole cross-departmental liaison between sales, finance, service, and parts teams, dealership-wide. Coordinating positive customer experiences between each team, bridging departments so that information flows well, and ensuring organizational efficiency with the focus of providing truly exceptional customer experiences.
• Coach team members across all departments on best practices, ways to improve and provide one-on-one assistance daily.
• Responsible for monitoring several programs within the Nissan dealership experience. Nissan Service @ Home Program Administrator, Doppler Agent for Nissan Ariya Second Delivery, and the point person for MyNissan Rewards, Connect, and NCAR at the dealership level.
• Supervise the Service BDC Team, provide feedback and guidance to three-four team members, ensuring compliance with training and meeting monthly and quarterly appointment and KPI goals, increasing team performance by more than 50% since taking on the role.
EASY Target Marketing, LLC - Regional Production Manager / Military Relocation Director
08/2010 – 12/2018 - Jennifer McCumbee (Remote/Hybrid)
• Managed the Fayetteville, NC office, including basic human resource functions, accounts receivable, collections, and payroll.
• Managed a staff of 2 distributors, ensuring seamless operations and high team morale for timely magazine distribution each month.
• Developed and implemented new procedures to boost new business opportunities from the annual real estate convention, client referrals, and cold calls.
• Nurtured client relationships using CRM software Salesforce, and hosted in-person one-on-one presentations with clients, or large groups over 70 attendees to review product knowledge, benefits, and rewards to build value in our products and services.
• Worked collectively with programmers, designers and administrative staff to build, maintain, and improve upon website functionality, design and appeal for all of our web clients.
• Set up and maintained monthly pagination for our local real estate magazine, coordinating with design staff working remotely to create custom advertisements and mailers.
• Directed email campaigns and bulk messaging for over 60 Military Markets, driving advertising sales and maintaining accurate records in customer management software, enhancing market research and development.
Valley Auto World VW - Internet Sales
04/2009 - 07/2010 - Tom Torbett (On-Site)
• Converted inbound sales calls and emails into appointments, enhancing customer engagement and satisfaction by creating an opportunity to purchase a vehicle within one hour or less after arrival at the dealership.
• Conducted client interviews, identified objections, and negotiated terms, ensuring a seamless vehicle purchase experience.
• Delivered follow-up services post-sale, achieving a perfect survey score (CSI) and generating referrals contributing to long-term customer loyalty.
Fairway Chevrolet - Internet Sales Specialist / Service & Finance Coordinator / Sales BDC
05/2001 - 01/2008 -Sheldon Feddy / Terry Hoisington / Alan Fulks (On-Site)
•As Internet Sales Specialist, I led the development of bulk email campaigns, and telephone scripts for our Internet Department. Achieved a high conversion rate by turning inquiries into appointments, and appointments into sales. Consistently ranked as a top sales leader with an average of more than 24 vehicles sold per month. Multi-year GM Mark of Excellence winner.
• Finance Coordinator, I created and maintained spreadsheets for vehicle calculations, verified bank payoffs and insurance while performing other vital duties to assist 3 finance managers and 1 finance director.
• Service Coordinator, Personal assistant to the General Service Manager with customer concerns. Met with customers with the goal to de-escalate conflict and come up with appropriate accommodations if there was a mistake made on our company’s part. Assisted with scheduling service appointments, coordinating customers with a service adviser, and after visit follow-up to ensure customer satisfaction.
•Opened and managed the first Business Development Center at Fairway Chevrolet, creating policies and scripts. Actively prospected for new leads through email campaigns, asking for referrals from existing clients and taking inbound warm telephone calls, and setting appointments. Tracked performance of appointment-to-sale conversion by collaborating with sales staff. Implemented the 'Take Charge' program, enhancing CRM usage and client management to further develop and maintain opportunities.
Education
Waldorf University
Associate of Arts - AA Human Resources Management, Minor in Communications
BAS Organizational Leadership, Minor in Communications (In-Progress Graduation Early 2026)
Contact this candidate