Jennifer McFadden
Victoria,Bc
Summary
Directed customer service operations with over 25 years of experience, achieving high levels of customer satisfaction through in-person and telephone interactions. Led a team of appointment coordinators for 8 years, enhancing operational efficiency within the customer service framework. Leveraged Microsoft Office applications and other software to optimize data management and communication processes. Improved appointment scheduling across 5 dealerships, significantly contributing to shop efficiency. Cultivated a cooperative environment among technicians and support staff, facilitating seamless communication. Delivered exceptional customer service by attentively addressing inquiries and efficiently resolving issues.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Appointment Coordinator Lead
Suburban Motors
2001.06 - Current
- Responsible for hiring and coaching appointment team
- Manage timecards and scheduling
- Organizes orientation and training of newly hired team members
- Oversees a team of employees on the Appointment Coordinator department
- Creates meeting and training sessions
- Schedules customer appointments via phone, web appointment and email
- Performs data entry in the in-house computer program
- Maintains dealership client relationships through emails, text and phone calls, web appointment requests
- Informs clients of vehicles needs and recommendations
- Multitasks in a fast-paced, high-volume environment
- Creates monthly trackers through Excel to provide the service manager incentive program
- Answers incoming calls, emails, online appointments, and text messages for 5 dealerships in B.C.
- Uses Office apps such as Microsoft Word, Outlook, and Excel daily
- Oversees adherence to office policies and procedures
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Accounts Recovery Corporation
2000.09 - 2001.01
- Dealt with reviewing confidential credit files
- Gathered and verified all customer information for tracking purposes
- Located debtors/clients and provided the proper information about their debt owing to certain companies
- Traced skips for creditors or other parties and searched by city and telephone directories, street listings, and all social media
Skills
- Achieved seamless workflow through effective task coordination Strengthened service delivery by developing strong client relationships Maintained high levels of trust by ensuring patient confidentiality Secured timely order completion through meticulous tracking Improved customer support by optimizing call center operations
Certification
- Excel Level 1 - Camosun College 2019
- Excel Level 2 - Camosun College 2020
- Occupational First Aid - July 2025
Languages
English
Professional Working
English
Elementary
Timeline
Appointment Coordinator Lead
Suburban Motors
2001.06 - Current
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Accounts Recovery Corporation
2000.09 - 2001.01