Summary
Overview
Work History
Education
Skills
Timeline
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Geneva Mora

Upland

Summary

Dynamic Senior Customer Relations Manager at Crown Toyota with a proven track record in enhancing customer retention through tailored solutions and effective team leadership. Skilled in CRM and complex problem-solving, I foster collaboration and drive operational efficiency, resulting in improved service delivery and increased customer satisfaction. I know how to manage and wear many hats in any job role I am in .

Overview

25
25
years of professional experience

Work History

Senior Customer Relations Manager

Crown Toyota
03.2015 - Current
  • Facilitated communication between customers and internal teams to ensure issue resolution.
  • Assisted in developing customer feedback processes to enhance service delivery.
  • Supported daily operations by managing customer inquiries through various channels.
  • Collaborated with team members to streamline complaint handling procedures.
  • Conducted research on customer satisfaction trends and reported findings for process improvements.
  • Adapted quickly to new software tools for tracking customer interactions and feedback.
  • Increased customer retention rates with personalized follow-up strategies and timely issue resolution.
  • Conducted regular performance evaluations, providing constructive feedback aimed at individual employee development.
  • Developed comprehensive training programs to boost team performance and product knowledge.
  • Negotiated contracts with vendors to secure cost-effective solutions for the Customer Relations department''s needs.
  • Mentored junior team members, fostering a culture of continuous learning and professional growth within the organization.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Created customer support strategies to increase customer retention.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Directed 15-person team of customer service personnel while helping front-line team members work effectively with over [Number] daily customers.
  • Led cross-functional teams to streamline operational processes, enhancing overall efficiency.
  • Developed and implemented training programs, improving staff performance and engagement.
  • Led call center operations, ensuring adherence to quality standards and performance metrics.
  • Developed and implemented training programs to enhance staff skills and improve customer service delivery.
  • Oversaw daily rental operations, ensuring optimal customer satisfaction and service efficiency.
  • Managed inventory control processes to maintain accurate stock levels and reduce discrepancies.
  • Developed and implemented marketing strategies to increase rental inquiries and bookings.
  • Trained and mentored staff on operational procedures, enhancing team performance and cohesion.
  • Coordinated marketing campaigns across multiple channels to enhance brand visibility.
  • Conducted market research to identify trends and inform strategic marketing decisions.
  • Collaborated with cross-functional teams to execute integrated marketing strategies.
  • Answered general marketing department inquiries by email, phone, and mail.
  • Managed CRM database to maximize customer outreach efforts and strengthen client relationships.

Dinning Room Director

Oak Mont of Chino Hills
04.2005 - 02.2015
  • Led strategic initiatives to enhance organizational efficiency and profitability through data-driven decision-making.
  • Developed and implemented comprehensive operational plans aligning with corporate goals and objectives.
  • Mentored cross-functional teams, fostering collaboration and improving performance across departments.
  • Analyzed market trends to inform product development strategies, driving innovation within the organization.

Accounting Booth Manager

Superior Grocers
09.2000 - 01.2005
  • Managed booth operations, ensuring seamless execution of events and activities.
  • Trained and mentored staff on customer engagement and product knowledge.
  • Developed effective layout strategies to maximize booth visibility and traffic.
  • Coordinated logistics for materials setup, enhancing operational efficiency.

Education

High School Diploma -

Chino High
Chino, CA

Skills

  • Team-oriented approach
  • Brand awareness
  • Client development
  • Client relationship management
  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Documentation and reporting
  • Customer relationship management (CRM)

Timeline

Senior Customer Relations Manager

Crown Toyota
03.2015 - Current

Dinning Room Director

Oak Mont of Chino Hills
04.2005 - 02.2015

Accounting Booth Manager

Superior Grocers
09.2000 - 01.2005

High School Diploma -

Chino High

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Geneva Mora