Cynthia Wagner
Harmony ,FL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Overview
18
18
years of professional experience
Work History
Senior Customer Relations Manager
Toyota Of Orlando
Orlando , FL
02.2013 - Current
- Consulted with customers to determine best methods to resolve service and billing issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Coached staff on strategies to enhance performance and improve customer relations.
- Addressed internal and customer-related issues each day and affected strategic resolutions.
- Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
- Executed [Type] strategies to foster better customer service and promote positive and engaging environment for all.
Customer Relations Manager
AutoNation Toyota
Winter Park, FL
01.2007 - 02.2013
- Consulted with customers to determine best methods to resolve service and billing issues.
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Drove customer escalations to resolution by engaging directly with clients.
- Implemented customer service process improvements to limit wait times.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Scheduled appointments to meet customer needs and resolve key concerns.
Client Services Specialist
Banco Popular
Orlando , FL
04.2010 - 08.2012
- Documented conversations with customers to track requests, problems and solutions.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Assessed customer account information to determine current issues and potential solutions.
- Tracked down sources of special products and services to meet customers' special needs.
Education
Some College (No Degree) - Criminology With A Minor in Psychology
Valencia Community College
Orlando , FLSkills
- Customer service
- Issue and conflict resolution
- Team management
- Time management
- Multitasking
- Bilingual
- 40 years of customer service
- Excel
Languages
Spanish and some Portuguese
Read write and translate
Timeline
Senior Customer Relations Manager
Toyota Of Orlando
02.2013 - Current
Client Services Specialist
Banco Popular
04.2010 - 08.2012
Customer Relations Manager
AutoNation Toyota
01.2007 - 02.2013
Some College (No Degree) - Criminology With A Minor in Psychology
Valencia Community College