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Work Background
Mercedes-Benz USAAlternate Sales Channel Liaison
Dec. 2021Sandy Springs, Georgia, United StatesPromote sales in support of target objectives and enhance department and ASC brand image by recommending, developing and overseeing communication and implementation of the various Alternate Sales Channels (ASC) programs. Develop and manage ASC program communications including but not limited to: drafting content for approval and updating retail and internal websites, newsletters and announcements. Create/Coordinate communications with the field personnel of the priorities related to Sales Operations. Primary contact and sales support for dealership, customer, regional and internal relations, questions and issues. Provide dealers and customers with contact, process and important information to order and deliver vehicles through these programs through our dealerships and/or internally. Where possible, proactively preempt issues or holistically address repeat and/or similar concerns to ensure consistency and efficiency across programs. Administer the enrollment/cancellation processes for programs ensuring proper documentation and processing according to program policy and procedure. Ensure proper communication flow with customer and dealer. Act as project lead for implementation of process and system changes. Responsible for producing reports and communicating with General Managers and Department Managers to ensure fiscal goals are met. Responsible for managing all payment and billing processes. Monitors outstanding payable aging reports and drives action plans to resolve past due invoices. Maintains relationships with other finance departments including Purchasing, Accounting, and Controlling to ensure align expectations. Monitors revenue in SAP systems to assist in reconciliation with financial statements and data warehouse reports. Ensures materials and services are Goods Receipted in the period in which they are received/completed. Identifies and communicates accruals to the Accounting department on a quarterly and year-end basis.
Mercedes-Benz USAAlternate Sales Channel Coordinator
Jun. 2021 - Dec. 2021Sandy Springs, Georgia, United StatesServe as the primary coordinator and sales support for dealership, customer, regional and internal stakeholders, for all questions and coordination as it relates to all Alternate Sales Channels. Provide internal and external customers with contact, process and important information to order and deliver vehicles through these programs through our dealerships and/or internally Responsible for the operational processes for fulfillment of retail and internal customer sales and vehicle deliveries including management of the supporting documentation required. Confirm and coordinate orders, delivery timing and final arrangements with dealerships, customers, and associated colleagues and business partners including but not limited to DAG, MBFS, dealerships, customs and logistic vendors, Limousine service vendor. Review reports and respond to correspondence related to: order details, requested/confirmed delivery dates, factory availability, delivery center schedules, and transportation services to ensure customer order and logistics are set ahead of the delivery date. Support department with ad hoc projects, reporting, and presentations and serve as back up to ASC team members.
Mercedes-Benz USARoadside Agent
Oct. 2018 - Jun. 2021Sandy Springs, GADelightfully handle all inbound customer inquiries into the CAC including but not limited to the following: Roadside Assistance, Customer Care, Product/Service inquires, Roadside program guideline inquiries. • Accurately document and update customer/vehicle information and complete recording of customer contact with corrections/updates as required. • Interact with dealer personnel/ third party partners in order to resolve customer concerns, follow up on roadside pages, etc. Clarify procedures, and other related follow up on customer queries.
Lanier ParkingCustomer Service Representative
Jan. 2014• An Accomplished sales and service professional, able to quickly assess client needs and deliver powerful services options that meet their needs while increasing the business bottom line and maintaining high customer satisfaction ratings. • Delivered exceptional customer service and administrative support by responding to customer inquiries, complaints, billing questions, payment extensions, and refund requests; complied daily transaction data for reporting and training purposes. • Developed efficiency-enhancing workflow process improvements that made it possible to accommodate increasing responsibilities.
AloricaSales And Marketing Representative
Jul. 2013 - Jul. 2014Kennesaw, Georgia• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 500 inquiries in any given week and consistently met performance benchmarks in all areas. Became the lead "go-to" person for new reps and particularly challenging calls. • Achieved customer satisfaction rating 95% met and exceeded productivity goals, completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Studied company products and services to create unique campaigns for marketing.
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