Lilianna Castellanos

Contracted to KIA America

• Managed escalated case administration as a customer care representative for Kia America.
• Provided daily communication to customers regarding case progress and assistance
• Kept customer and system account information accurate and current to support timely resolutions for concerns.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Gained technical insights on selected vehicles through collaboration with certified engineering professionals.
• Acquired knowledge of the Lemon Law applicable in various states to assist clients accurately.
• Assessed and evaluated eligibility cases, ensuring compliance with regulations and policies.
• Analyzed and interpreted data from multiple sources to make informed decisions on cases.
• Maintained detailed records of case progress, status, and outcomes.

• Exceptional communication skills demonstrated through effective interactions fostered long-term relationships within the workplace and our diverse clientele
• Handled customer inquiries, effectively addressing concerns, and providing detailed information on store policies and product features
• Resolved challenging situations by actively listening to customers, identifying their needs, and finding appropriate solutions to ensure their utmost satisfaction
• Experience in cash handling and skilled in the POS system
• Skilled in multitasking within a fast-paced environment while maintaining attention to detail and accuracy
• Excellent interpersonal communications with upper management and HQ regarding payroll, statistics in units purchased within the year, and trending topics