Tracy Raper
Spring Hope
Summary
Dependable professional with extensive experience in coordinating service operations and improving customer experiences. Skilled in problem-solving and follow-up communications, ensuring high levels of customer satisfaction while adhering to company policies. Dedicated BDC Service Representative specializing in customer relationship management, service appointment scheduling, and effective communication. Proven ability to enhance customer satisfaction and streamline service operations. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
32
32
years of professional experience
Work History
BDC Service Representative
Leith Auto Park
Wendell
11.2024 - Current
- Assisted customers with service inquiries and appointment scheduling.
- Coordinated follow-up communications to ensure customer satisfaction.
- Utilized dealership software to manage service requests and updates.
- Addressed customer concerns swiftly to enhance overall experience.
- Provided information on service promotions and special offers to customers.
- Collaborated with team members to streamline service operations.
- Followed up with customers after completion of service requests.
- Performed data entry of customer information into computer system.
- Advised customers on available options for service or products.
- Updated job knowledge by participating in educational opportunities.
- Attended training sessions on new technologies used by the BDC department.
- Ensured compliance with company policies and procedures regarding safety regulations.
- Participated in team meetings to discuss best practices for BDC operations.
- Maintained accurate records of customer interactions and transactions.
- Resolved customer complaints and issues in an efficient manner.
- Provided feedback regarding new processes that could improve efficiency.
- Assisted customers with scheduling appointments for service, maintenance, repairs, and other needs.
- Created reports detailing daily activities such as appointment schedules, cancellations, no-shows.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Networked to build client base and promote products to new and existing clients.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Provided timely, courteous, and knowledgeable responses to information requests.
Administrative Coordinator
Floors to go by John Raper
Raleigh
01.2014 - 04.2020
- Coordinated office operations to enhance workflow and efficiency.
- Developed and maintained filing systems for important documents.
- Assisted in preparing reports and presentations for management review.
- Communicated with vendors to ensure timely delivery of supplies.
- Maintained inventory of office supplies to support daily operations.
- Organized and maintained filing systems for sensitive documents.
- Ordered office supplies as needed to maintain adequate inventory levels.
- Responded to customer inquiries via phone or email in a professional manner.
- Answered phone calls, provided information and connected callers to appropriate personnel.
- Gathered, entered and updated data to maintain departmental records and databases.
- Greeted visitors in a courteous manner and directed them to the appropriate office or person.
- Managed incoming mail distribution and outgoing courier services.
- Answered phones and routed calls to appropriate personnel.
- Developed successful filing system to increase ability to retain and recover documents, reports and records.
- Processed invoices from vendors in a timely manner according to company policies.
- Worked with finance department to file receipts and reimbursements.
- Composed and edited complex and sensitive correspondence, reports and documents.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Assisted executives with personal tasks and scheduling to optimize their time management and productivity.
- Managed confidential employee and company documents, ensuring they are securely stored and handled.
- Handled sensitive information with discretion, maintaining confidentiality and compliance with relevant laws and policies.
- Served as the first point of contact for incoming calls and visitors, providing excellent customer service and directing inquiries appropriately.
- Negotiated with vendors and service providers to secure cost-effective contracts and services for the office.
- Coordinated with IT department to resolve technical issues, ensuring minimal disruption to office operations.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Analyzed financial activities of department to share budgetary input with managers.
- Computed balances, totals or commissions to support accounting team.
Administrative Assistant
Wake County Human Services
Zebulon
03.1994 - 11.2004
- Managed scheduling and coordination of appointments for various departments.
- Maintained organized filing systems for confidential client information.
- Handled incoming communications, directing inquiries to appropriate staff members.
- Supported staff with administrative tasks, ensuring efficient office operations.
- Utilized software tools for data entry and management of client records.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed database systems containing customer contact information.
- Processed invoices for payment using accounting software applications.
- Directed customer inquiries to appropriate department personnel.
- Greeted visitors and provided general information about the company.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Handled incoming calls and directed callers to appropriate department or employee.
Education
Raleigh Christian Academy
Raleigh06-1989
Education
Southeastern Freewill Baptist College
Wendell, NCSkills
- Customer relationship management
- Service appointment scheduling
- Email etiquette
- Script adherence
- Call center experience
- Dealership software
- Follow-up calls
- Professional demeanor
- Reliability
Timeline
BDC Service Representative
Leith Auto Park
11.2024 - Current
Administrative Coordinator
Floors to go by John Raper
01.2014 - 04.2020
Administrative Assistant
Wake County Human Services
03.1994 - 11.2004
Raleigh Christian Academy
Education
Southeastern Freewill Baptist College