Mikkala Wilkinson

• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Resolved customer complaints in professional and timely manner.
• Analyzed service reports to identify areas of improvement.
• Met with customers to discuss service needs and offer available solutions.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Coordinate all Genesis service appointments - scheduling.
• Submitting all warranty on work orders, for Genesis clients.
• Valet service - arranging a pick up time and drop off, in order to bring client vehicles into the shop.

• Used software to coordinate meetings, appointments, and tasks for the Assistant Deputy Minister.
• Documented and distributed meeting notes to identify, analyze, and improve workflows.
• Handled scheduling for ADM's calendar and prepared meeting agenda and materials.
• Organized and updated schedules for executives.
• Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
• Processed travel expenses and reimbursements for executive team and senior management group.
• Handled confidential and sensitive information with discretion and tact.

• Developed strong communication and organizational skills through working on group projects.
• Organized and detail-oriented with a strong work ethic.
• Paid attention to detail while completing assignments.
• Skilled at working independently and collaboratively in a team environment.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Worked effectively in fast-paced environments.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

· Maintains a correspondence log and administers a BF system for the office. Logs and processes incoming and outgoing correspondence, and monitors email accounts.

· Maintains a filing system including designation of material to file, retrieval of material and maintenance of files in accordance with the requirements of the Document Disposal Act and the Freedom of Information and Protection of Privacy Act.

· Greets persons arriving at the office for meetings.

· Answers telephone calls and responds to general questions/inquiries or directs caller to appropriate area for assistance.

· Provides administrative support to the Minister and Ministerial staff, including scheduling and coordinating meetings and filing expense claims.

· Drafts responses to requests for meetings/greetings as required.

· Flags issues of priority and urgent situations; directs routine matters to appropriate staff.

· General office duties and maintenance as required, including monitoring and ordering supplies, maintaining an orderly office, and liaising with the building cleaning team.

· Ensures the security of confidential documents and information.

· Special projects as assigned.

• Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Managed timely and effective replacement of damaged or missing products.
• Developed estimates by costing materials, supplies, and labor.
• Educated customers regarding regular maintenance protocols to preserve vehicle condition.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Documented problems and corrective actions to maintain records.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Examined service history and provided initial inspection of vehicle to identify issues.
• Investigated and resolved customer inquiries and complaints quickly.

• Suggested add-on services that would be helpful to customers and improve bottom line.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Escalated incidents to next level to remain compliant with company's standards and procedures.
• Documented problems and corrective actions to maintain records.
• Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Developed estimates by costing materials, supplies and labor.
• Promptly responded to inquiries and requests from prospective customers.
• Continually maintained and improved company's reputation and positive image in markets served.
• Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.

• Responsible for selling, replenishing, and merchandising products at all designated accounts.
• Sell in, build and maintain product displays in compliance with company standards, Maintain appropriate product levels in beverage sections and throughout accounts including shelf allocation and cold equipment.
• Prospecting, looking for new business throughout my territory.
• Manage back stock inventory levels and trade breakage in assigned accounts.
• Meet customer service expectations through daily communication, problem resolution, and appropriate follow up.
• Maintains professional, team relationship with co-workers and customers.
• Complete required paperwork on a daily basis to include identifying and transmitting replenishment orders.
• Maintain merchandising standards while rotating products each time in designated accounts.
• Transport, replace and maintain Point of Sale advertising as appropriate for account.