Customer Support Specialist - DealerSocket & Sales Support

Atlanta, USA • *************@*****.*** • 770-***-****

JAHAN MUHAMMAD

Customer Support Specialist

Customer Support Specialist answers 120+ inbound calls and texts daily and updates DealerSocket records after each interaction to keep sales and finance notes accurate. Schedules test drives and appointments, recommends vehicles, and guides customers through financing, payment processing, and title paperwork to close transactions. Resolves billing and technical issues via phone, text, and online to preserve positive purchase experiences. EMPLOYMENT HISTORY

CUSTOMER EXPERIENCE CONSULTANT Jul 2019 – Present

CarMax CEC Atlanta, GA

CALL CENTER REPRESENTATIVE Oct 2018 – Jul 2019

Wipro Atlanta (Geek Squad) Remote

EDUCATION

HIGH SCHOOL DIPLOMA Jun 2002

Pensacola State College

BACHELORS OF SCIENCE BUSINESS Present

Grand Canyon University

HIPPA CERTIFICATE

Blood Pathogen Certificate

SKILLS

Customer Service & Communication, Sales Support & Vehicle Recommendations, Financing & Payment Processing, Technical Diagnostics & PC Repair, Appointment Scheduling & Coordination, CRM & Internal System Management, Problem Solving & Conflict Resolution, Multichannel Client Engagement (Phone, Text, Online), Data Entry, Sales Forecasting, Product Knowledge

Answered 120+ daily inbound calls and texts, scheduled test drives, and qualified leads in CRM Updated customer records in DealerSocket after each interaction, maintaining accurate sales and finance notes Guided customers through financing paperwork, explaining loan terms and required documents for approvals Processed vehicle purchase payments and completed title documentation to finalize sales transactions on time Engaged with customers via phone, online platforms, and text to provide timely information and support Recommended vehicles tailored to customer needs and preferences, improving customer fit and interest Assisted with financing applications and explained available options to advance purchase approvals Resolved customer inquiries and issues to maintain positive experiences and retain potential buyers Performed diagnostics and recommended repairs for client devices Communicated findings and solutions via phone and in-person interactions Executed quick fixes and PC repairs; scheduled in-home and in-store appointments Handled billing inquiries and renewal processes with accuracy and professionalism Resolved complex billing disputes over the phone, researching account history to correct charges promptly. Logged and tracked support tickets in CRM, updating case statuses until customer closure. Processed finance applications and explained payment options, securing timely approval for customers. Performed scripted diagnostics for reported device issues, escalating hardware faults to tier 2 technicians.

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