Customer Service & Operations Leader
Resume:
Magalie Lorfils
Extra Income Seeker
Charlotte, NC 28208
********@*****.***
Professional Summary
Dedicated to utilizing strong customer service, data entry, and management skills to become a valuable asset, foster company growth, and achieve upward mobility in a corporate setting. Authorized to work in the US for any employer
Work Experience
Service Appointment Supervisor
AutoNation-Charlotte, NC
July 2024 to Present
• Conduct monthly performance reviews with agents to foster continuous improvement.
• Enhance customer satisfaction by expertly handling inquiries, resolving issues, and establishing follow- up procedures for service appointments.
• Serve as a primary point of contact for product information, guiding agents to appropriate dealership resources.
Service BDC Manager
Holler-Classic Automotive-Winter Park, FL
June 2022 to July 2024
• Recruit, train, and provide continuous coaching and support to Business Development Representatives
(BDRs), fostering a comprehensive understanding and achievement of dealership goals.
• Establish and monitor aggressive yet attainable goals and quotas for inbound and outbound calling activities, driving conversion rates.
• Collaborate strategically with executive and department managers to develop innovative and effective appointment-setting strategies.
• Oversee and optimize the daily operations of the Business Development Center, ensuring peak performance and efficiency.
Lead Service Coordinator
AutoNation-Sanford, FL
March 2021 to June 2022
• Distribute daily KPI reports to 17 dealerships, providing critical performance insights.
• Conduct daily call scoring for 20 agents and perform live call monitoring to ensure quality and adherence.
• Lead monthly performance reviews with agents, delivering constructive feedback and fostering skill development.
• Facilitate comprehensive training for new hires, ensuring rapid onboarding and proficiency.
• Manage inbound customer calls, expertly addressing inquiries and scheduling service appointments with diligent follow-ups.
• Respond promptly to internet and phone inquiries utilizing standardized email and phone templates.
• Provide initial product information to customers, efficiently directing them to appropriate dealership resources.
• Execute consistent follow-up strategies for leads not yet ready to schedule appointments or for service no-shows, aiming to re-engage and convert.
Lead Coordinator
AutoNation-Maitland, FL
April 2018 to December 2019
• Review and verify work orders for completion, ensuring accuracy for timely payment submission.
• Process warranty payments for completed repairs, meticulously managing financial transactions.
• Manage inbound customer calls, expertly addressing inquiries and scheduling service appointments with diligent follow-ups.
• Respond promptly to internet and phone inquiries utilizing standardized email and phone templates.
• Provide initial product information to customers, efficiently directing them to appropriate dealership resources.
• Execute consistent follow-up strategies for leads not yet ready to schedule appointments or for service no-shows, aiming to re-engage and convert.
Account Manager
Towne Park, LLC.-Atlanta, GA
July 2017 to February 2018
• Oversee and optimize the delivery of exceptional guest services.
• Develop and conduct training programs for associates, fostering skill development and operational excellence.
• Plan, assign, and direct daily work activities, ensuring efficient workflow and task completion.
• Conduct performance appraisals, providing constructive feedback and facilitating professional growth for team members.
• Manage financial operations and reporting, ensuring fiscal responsibility and accurate data representation.
• Resolve customer complaints promptly and effectively, enhancing satisfaction and loyalty. Assistant Associate Manager
Towne Park, LLC.-Cleveland, OH
July 2016 to July 2017
• Directed daily operational and financial decisions, significantly impacting site performance and profitability.
• Managed the full talent lifecycle, including the hiring of new and replacement associates, performance- based terminations, and disciplinary actions for underperforming team members.
• Resolved complex patient complaints and challenging situations, ensuring patient satisfaction and maintaining positive relations.
• Oversaw comprehensive scheduling and payroll processes, optimizing workforce allocation and ensuring accurate compensation.
EMT
American Ambulance-Orlando, FL
November 2014 to July 2016
• Conduct basic medical assessments to determine patient needs and formulate initial care plans.
• Proficient in emergency medical procedures including:
• Cardiopulmonary Resuscitation (CPR)
• Automated External Defibrillation (AED)
• Mechanical ventilation using Bag-Valve Mask (BVM)
• Airway adjunct placement (Oropharyngeal and Nasopharyngeal airways)
• Pulse oximetry and Glucose testing (glucometer)
• Advanced splinting techniques (spinal immobilization, traction splints)
• Suctioning
Guest Service Captain/Site Trainer
Towne Park, LLC.-Orlando, FL
April 2014 to July 2016
• Greet and assist guests upon arrival, clearly communicating parking prices.
• Conduct thorough vehicle inspections and safely park vehicles in designated areas.
• Process parking payments accurately and efficiently.
• Provide comprehensive training to new employees on parking procedures, safety protocols, and customer service standards.
Self Parking Cashier
Towne Park, LLC.-Orlando, FL
December 2010 to February 2012
• Welcomed guests upon arrival and provided clear, accurate driving directions.
• Processed parking payments efficiently and accurately.
• Conducted comprehensive training for new employees on operational procedures and customer service standards.
Education
Certification in EMT
Orlando Medical Institute-Orl
2014 to 2014
Certificate in Nursing Assistant
Seminole State College-Sanford, FL
January 2007 to March 2007
Skills
• Patient Care
• Windows
• Supervising Experience (3 years)
• Customer Service (10+ years)
• Interview
• Vital Signs
• Guest Services
• Microsoft Office (10+ years)
• Data Entry (3 years)
• Leadership
• Valet Parking (3 years)
• EMT Experience (1 year)
• Hospital Experience
Languages
• Haitian Creole - Expert
Certifications and Licenses
EMT Certification
EMT
September 2014 to December 2018
driver's license
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