Experience

• 

  Penske Automotive Group

  • United States
  • Retail Motor Vehicles
  • 700 & Above Employee

  • Customer Relations Manager

    • Nov 2014 - Present

    -Serve as the designated contact within dealership for Toyota call center as a dedicated specialist for resolving customer concerns -The dealership's advocate for the customer with creating a win/win for the customer, the dealership and Toyota.-Works in a High volume, fast paced environment with ever changing business-Detail and service oriented-A Troubleshooter who resolves issues within the dealership to improve customer retention-Prepare periodic reports on customer satisfaction including current standings of dealership within Region, case histories of concerns and how they were resolved-Train department personnel how to review CSI reports and improve processes-Assist in reviewing customer complaints with upper management not initially resolved to customer's satisfaction-Adept in problem solving / solutions driven mentality -Ability to track customers concerns and dealerships performance-Improve communication within dealership departments on customer related concerns-Ability to prioritize and execute tasks in high volume/pressure environment-Ability to manage multiple projects at various stages simultaneously-Analyze and summarize data to draw rational fact based conclusions and make appropriate recommendations for change of process or continuous improvement-Research Best Practices and share amongst staff for improvement -Responsible for weekly and monthly reports on Customer Satisfaction trend analysis reconciled by departmentStrong verbal and written communicationsProfessional, approachable, responsible, organized, with excellent time management and follow up skillsPassionate about my work, results driven with integrityTeam player, trained personnel and willing to share knowledge with staff to strengthen skill sets impacting workflow positivelyDedicated individual, self-motivated worker who leads by example committed to resolving customer concerns and roll up your sleeves attitude on getting the job done

  • Certified Customer Relations Manager

    • Nov 2014 - Present

    Certified Customer Relations Manager 2017

• 

  Prestige Jaguar Land Rover

  • United States
  • Motor Vehicle Manufacturing
  • 1 - 100 Employee

  • Administrative Supervisor

    • Mar 2011 - Nov 2014

    Microsoft Office | Microsoft Excel | Customer Satisfaction | Inventory Management | Customer Retention | Sales Management | ADP | Reynolds | Knowledgeable in Sales & Finance Process | Key participant for End of Month Procedures | Responsible for Reporting all RDRs | Team Leadership | Training | Administrative training | Recruiting | Assisting Upper management | Managing Loaner Fleet Rotation | Special Projects

  • Executive Administrative Assistant

    • Mar 2011 - Apr 2014

• 

  Penske Automotive Group (Difeo Auto Group)

  • Northeast Region

  • Accounting Office Biller (Lexus of Edison Consolidated Accounting)

    • Sep 2001 - May 2010
    • Northeast Region