Customer Service Manager - E-Commerce Support Excellence
Resume:
Rebekah Spivey
********@*****.***
**** ***** *** **. ***** Mount, NC 27804
Summary of Qualifications:
Ecommerce customer service- 9 years
Call center administrative experience- 4 years
Customer service in the automotive industry experience- 5 years Self-managing with ability to prioritize tasks to meet deadlines and accustomed to handling sensitive and confidential records
Computer Skills:
Database :
Salesforce and Cloud Conversion
Channeladvisor
Goldmine and MasterMine
AutoSoft
AllData
GM Dashboard
ACS Automotive Dashboard
Warehouse Management :
Deposco
Ebay
Amazon
Walmart
Overstock Customer Service Hubs
Customer Communication:
Zendesk
Ensemble
iRep
VINSolutions
Customer Service and Returns Manager - August 2016- November 2025 E-Commerce Division of The Jay Group LTD
(progressive increases in responsibility from Customer Service Representative to Manager) Manage customer service team of 7 employees and websites including 21 different e-commerce accounts.
Oversee returns processing operations team including opening of boxes, retrieval of labels, label processing, and site returns processing
Address eBay cases and customer inquiries to maintain positive ratings Monitor and respond to feedback on websites working to resolve discrepancies Oversee of returns processing
Manage reject returns being sent back to customers Monitor employee hours and productivity for my team Service Writer - December 2014- August 2016
Davenport Autopark- GM Store
Assist and Advise customers of car care needs
Look up labor times and compose estimates to sell services to customers and to sales department
Contact extended warranty companies and fleet management services for authorization and payments
Research customer benefits through the DFL program (Dealership for life) Coordinate and schedule work based on customer needs and technician availability Maintain contact with customers throughout service visit Maintain loaner car log
Cashier customers upon completion of services
Make recommendations for future service needs
Manage and coordinate charity events
Correspond with vendors and consultants
Meet with advertising companies and help manage service promotions and coupon events Service Writer, Doug Henry Chevrolet of Tarboro, November 2012-December 2014 Assist and advise customer of car care needs
Look up labor times and compose estimates to sell services to customers Contact extended warranty companies and corporate fleet management services for approval File warranty claims
Order parts and maintain parts received spreadsheet, including dispersing to technicians Coordinate and schedule work based on technicians’ schedules and workload Answer phones, maintain contact with customers throughout service and maintain email chains on internal vehicles
Cashier customers upon completion of services
Service Secretary - July 2011- October 2012
Doug Henry Chevrolet of Tarboro
Answer phones and schedule customers for service
File completed paperwork
Call customers to remind them of upcoming appointments and to follow up after service Maintain email contact with customers using VINSolutions Assist service writers when needed
Assist Sales manager with brochure creation and printing Assist sales manager with website by writing and creating employee bios and updating information
Administrative Assistant,
Connectinc, Inc. Nov 2009- Jan 2011
Accept and direct incoming calls
Schedule and coordinate meetings, including board and staff meetings and customer and auditor visits
Operate, maintain and troubleshoot office equipment, including desktop computers, Cisco telephones, copier/fax/scanner, postage and folding machines
Maintain files for accounting and grant writing offices Support the executive and accounting offices by running errands, creating packets and binders, preparing materials for on-site and off-site presentations and other as assigned
Assemble and distribute board meeting packets, reports to funding agencies and county DSS offices, visitor packets, and training materials Run automated processes daily for maintenance of Goldmine database Organize and store previous years records and set up filing for new years records at fiscal year-end
Extend hospitality to visitors by greeting them, conducting tours, planning menus and ensuring visitor comfort
Research job leads and supportive services for clients Education
NASH COMMUNITY COLLEGE, Rocky Mount, NC
Completed coursework includes English, Literature, History, and Critical Thinking courses
Oversaw construction of sets for two productions, including design, procurement of supplies and props, directing actual construction, and logging assistants hours for classroom credit
NASH COMMUNITY COLLEGE, Rocky Mount, NC
High School Certificate: 1998
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