diaema sheleay

executive office administrator

About

I have over 10 years of experience in the automotive industry with evolving roles in Customer Support Departments.

Country

united states

City

frisco

Industry

automotive

Skill

management, customer satisfaction, customer retention, customer service, leadership, leadership skills, communication skills, display high degree of accuracy and attention to detail, able to work in a fast pace environment, good organization and follow up skills, microsoft office

Experience

vehicle service contract administrator; contract employee

american honda motor finance

2003-1 - 2005-1 · 2 yrs 1 mo

* Authorized VSC/CUC claims, assisted VSC customers and dealers with claim related needs and assigned claims for inspection when needed. * Reviewed inspection results, and determined proper claim adjudication. * Processed cancellation of VSC. * Acted as SME and trainer for newer agents, interacting with EMIC (Expense Management and Internal Control) group on dealer-specific trends, daily reporting, and involvement in projects.

lexus customer relations representative

toyota motor sales

2005-1 - 2006-1 · 1 yr 1 mo

* Responded to incoming calls, letters, e-mails, from Lexus owners in the continental United States and Alaska. * Took ownership of incoming communication; investigating, researching, and resolving various questions and concerns that are dealer, sales, service or product related.

executive office administrator

toyota north america

2017-1 - Present · 9 yrs 9 mos

customer relations acting supervisor

toyota motor sales

2013-10 - Present · 13 yrs

* Supervised a team of more than 10 contingent staff in the contact center. * Enhanced quality control through regular contact monitoring and coaching of representatives. * Evaluated representative’s weekly performance, which increased operation efficiency and productivity. * Maintained personnel files and electronic records confidentially. * Handled all escalated customer calls; reviewed and approved goodwill’s. * Participated in panel interviews and the selection process for the contact center staff.