Samantha Walker
East Gwillimbury,Canada
Summary
Performance driven professional with over 15 years of experience in customer service and the automotive industry. Proven ability to enhance customer satisfaction, foster loyalty and drive business growth. Skilled in communication, relationship management and problem solving with a strong commitment to delivering exceptional service.
Overview
15
15
years of professional experience
Work History
Business Development Coordinator
AWIN Mercedes-Benz
Thornhill, Canada
07.2023 - Current
- Spearhead strategic sales and service campaigns, contributing to increased sales and customer retention
- Manage over 50 inbound and outbound communications daily, ensuring timely responses and maintaining a customer satisfaction rate exceeding 90%
- Maintain accurately CRM systems (XTime, one eighty and Netstar) to ensure accurate customer data
- Optimized customer retention lists, driving a 20% increase in service appointment bookings over 6 months
- Follow up on service reminders, recalls, and missed appointments, achieving above 80% in customer follow-through rates on service appointments
- Consistently exceeded monthly targets and contributes to an increase of department revenue
Loyalty Specialist
Mercedes-Benz Canada
Thornhill, Canada
04.2013 - 06.2023
- Proactively contacted over 150 near end-of-term lease customers monthly, achieving a lease renewal rate of over 50%.
- Efficiently handled an average of over 50 phone and internet sales inquiries daily, converting over 20% into new leads, contributing to a 10% increase in monthly sales.
- Conducted detailed cost-benefit analyses of existing and potential service customers, providing insights that led to a 15% increase in sales efficiency.
- Built and nurtured long-term relationships with high-valued customers, resulting in a 50% increase in repeat business and driving long-term loyalty.
Internet Sales Coordinator
Weins Canada
Markham, Canada
03.2010 - 04.2013
- Managed customer inquiries and requests for information related to the internet sales process.
- Exercised proper qualification skills to convert leads in to genuine sales opportunities.
- Managed internet e-mail leads, calls and text messages and remained available to respond to inquiries professionally.
Education
Automotive Technician Program -
Centennial College
Automotive Parts and Service Certification -
Loyalist College
Skills
- Negotiation and mediation expertise
- Attention to detail
- Time management
- Clean Class GM license
- Complex problem-solving
- Critical thinking
- Proficiency in Microsoft Office
- Excellent customer service
- Strong interpersonal abilities
- Teamwork abilities
- Strong work ethic
- Ability to adapt
- Ability to thrive in a high-pressure environment
Languages
Chinese (Cantonese)
Professional
Timeline
Business Development Coordinator
AWIN Mercedes-Benz
07.2023 - Current
Loyalty Specialist
Mercedes-Benz Canada
04.2013 - 06.2023
Internet Sales Coordinator
Weins Canada
03.2010 - 04.2013
Automotive Technician Program -
Centennial College
Automotive Parts and Service Certification -
Loyalist College
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