DENNISE ARREDONDO
Mission Hills
Summary
Brings extensive experience in customer experience management, market analysis, and relationship building to drive operational excellence and improve team performance. Skilled in CRM software, data interpretation, and implementing strategies that enhance customer satisfaction and streamline processes. Prepared to leverage expertise to excel as an Operations Manager, Customer Experience and contribute to organizational success.
Overview
9
9
years of professional experience
Work History
Market Specialist
MSX International Inc.
04.2025 - Current
- Collaborated closely with product development teams to ensure offerings were tailored to meet customer demands.
- Built strong relationships with key stakeholders across multiple departments to maximize utilization.
- Conducted market research and analyzed data to identify trends, opportunities, and growth potential.
- Created compelling presentations for clients to showcase products and services and their benefits.
- Monitored performance metrics such as ROI and KPIs to measure success of all campaigns and initiatives.
- Implemented best practices related to customer service management ensuring high levels of satisfaction.
- Provided regular reports on competitive analysis highlighting major developments in marketplace.
- Measured effectiveness of marketing, advertising, and communications programs and strategies.
- Assessed customer and employee satisfaction.
Customer Experience Manager
Van Nuys Kia
09.2024 - 04.2025
- Gained customer loyalty by fostering positive relationships with consumers.
- Facilitated regular team meetings to discuss customer issues, complaints, and suggestions for improvement.
- Developed and implemented customer service policies and procedures to ensure consistent, high-quality customer experiences.
- Organized and managed customer feedback data using CRM software to identify trends, insights, and areas of improvement.
- Developed strategies for improving customer service levels related to warranty issues.
- Resolved disputes between customers and manufacturers or retailers regarding product defects or malfunctions.
- Submitted claims and payment requisitions for customer refunds.
- Reviewed warranty contracts to determine products covered and excluded from warranty.
- Prepared invoices for completed repairs, ensuring that they included all necessary details such as part numbers, labor fees, taxes to provide to the manufacture.
Market Area Manager
MSX International
01.2022 - 06.2024
- Develop and maintain exceptional working relationships and teamwork with Market Field Team, Ford Motor Company, Dealership Personnel
- Develop plans to achieve dealer and regional targets
- Drive KPI performance in the market
- Review action plans for milestone completion and issues/opportunities
- Personally provide operational support to select dealers
- Collaborate with Program Manager and DSEC Market Managers, provide recommendations to enhance product, customer experience and dealer buy-in
- Proactively recognize and request training needs
- Monitor and control documentation of program ensuring tracking of progress and maintenance, technology delivery issues and areas of improvement for efficient delivery (Dealer and Customer Feedback critical).
- Implemented CRM systems to facilitate efficient data collection and reporting.
Customer Care Advisor/ Business Development Lead
Chevrolet of Montebello
05.2020 - 01.2022
- Assisted colleagues with complex customer issues when needed.
- Ensure all customers are greeted promptly and in a professional manner
- Used a consultative selling process to assist customer in planning for ongoing required maintenances
- Answering and making outbound phone calls and logging customer details and comments
- Identified opportunities for process improvement in order to streamline customer service operations.
- Researched technical information related to products and services as needed.
Receptionist/ Dealer Trades/New Car Inventory
Chevrolet of Montebello
08.2016 - 05.2020
- Greet and welcome guests in person and on the phone; answer and direct inquiries to the designated department
- Maintain log books, including sign-in/out logs for calls received
- Manage the front office reception area by cleaning and organizing desk and visitor lobby
- Generate documents to dealer trade vehicles; adjust price for add ons; cut and receive checks for accounting purposes
- Assist in generating required documents to process pre - delivery inspections on new cars.
Education
Associates Degree - Criminal Justice
East Los Angeles Community College
East Los AngelesSkills
- Excellent Customer Service
- Bi-lingual (English and Spanish)
- Able to Prioritize a Heavy Workload
- CRM Software
- Sales
- Account Management
- Marketing
- Relationship Management
- Microsoft Products
- Relationship management
- Process improvement
- Service writing
- Warranty analysis
- Claims processing
- Appointment booking
- Records management
- Automotive industry expertise
Timeline
Market Specialist
MSX International Inc.
04.2025 - Current
Customer Experience Manager
Van Nuys Kia
09.2024 - 04.2025
Market Area Manager
MSX International
01.2022 - 06.2024
Customer Care Advisor/ Business Development Lead
Chevrolet of Montebello
05.2020 - 01.2022
Receptionist/ Dealer Trades/New Car Inventory
Chevrolet of Montebello
08.2016 - 05.2020
Associates Degree - Criminal Justice
East Los Angeles Community College