Damaris Santiago
Po Box 283 Lares
Summary
Dynamic and results-driven professional with over seven years of extensive experience in the automotive industry as an administrator. Renowned for a proven track record in optimizing CRM systems and delivering exceptional customer service, Consistently enhanced client satisfaction and operational efficiency. My expertise in relationship building and problem-solving has been pivotal, successfully leading a project that boosted appointment volume by 22%, resulting in significant revenue growth. I possess strong organizational skills and thrive in teamwork settings, demonstrating the ability to multitask effectively in fast-paced environments. Eager to leverage my experience and knowledge to embrace new professional opportunities that foster skill development and broaden my expertise.
Overview
22
22
years of professional experience
Work History
BDC Representative, CRM
Atlantic Auto Equipment
12.2016 - Current
- Development of new position in the dealer's BDC and CRM, implementing experience and knowledge, achieving to generate a margin of 800 appointments monthly.
- Management fleet of cars lent to customers for an excellent experience.
- Provided exceptional customer service through active listening, empathetic responses, and timely problem resolution.
- Optimized CRM system usage for efficient tracking of leads, prospects, and client communication history.
- Efficiently implement Toyota TXM system maintenance program achieving an increase in volume of appointments to 22 per day maximizing earnings by over $88,000 additional compared to the previous year. As a result of the implementation, the waiting time for maintenance appointments was improved from 3 hours to 1 hour and 30 minutes.
- Management of Customer experience CXI receipt and responses surveys, and additionally resolve the cases that Toyota refer related to our clients with diligence and urgency. As administrator, I keep monitoring to maintain 4.5 stars or higher, which is currently maintained at 4.8 stars. For several years we have won the Dealer Fight on Club award thanks to the effort and dedication of our work team.
Management Trainee
Enterprise Rent a Car
06.2013 - 12.2016
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Reservation management, pick-up and delivery of rental vehicles. Sales of rental vehicle insurance and filling out claim documents.
- Available at all times to cover vacations or other, in branches such as Dorado, Aguadilla, Bayamon and San Juan.
BDC Service Representative
Cabrera Auto
09.2012 - 06.2013
- Managed multiple communication channels, including phone calls, emails, and online chat platforms, ensuring prompt responses to customer inquiries.
- Collaborated with service technicians for timely updates on vehicle status, ensuring prompt communication with customers.
- Made average of 80 outbound and inbound calls per day.
Walgreens
Executive Assistance Manager
05.2002 - 12.2011
- Assist the Store Manager in maintaining-operating a retail drug store in activities such as; promotions, inventory, merchandise coordination and display for one of the top-selling pharmacy, with 80, 000/week volume
- Assist the Store Manager in maintaining-operating the retail drug
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
Education
Bachelor Of Business Administration - Accounting
University of Puerto Rico-Arecibo Campus
Arecibo, Puerto Rico Skills
- PowerPoint
- Excel
- Word
- Outlook
- CRM Software
- Teamwork and Collaboration
- Adaptability and Flexibility
- Relationship Building
- Self Motivation
- Professionalism
- Problem-solving aptitude
Languages
Spanish
English
Timeline
BDC Representative, CRM
Atlantic Auto Equipment
12.2016 - Current
Management Trainee
Enterprise Rent a Car
06.2013 - 12.2016
BDC Service Representative
Cabrera Auto
09.2012 - 06.2013
Walgreens
Executive Assistance Manager
05.2002 - 12.2011
Bachelor Of Business Administration - Accounting
University of Puerto Rico-Arecibo Campus
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