Sarah Peguero
Vancouver,Canada
Summary
Strong leader, team player and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency and customer satisfaction. Uses independent decision-making skills, a detail oriented eye and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
Porsche Centre Vancouver
12.2020 - 08.2021
- Engage and serve as liaison with Porsche AG and Porsche Canada on behalf of customers for resolutions of concerns
- Main point of contact for VIP Porsche owners inquiries and escalations
- Responsible of all in-dealer customer complaints are tended to diplomatically in satisfactory fashion
- Work closely with Sales and After Sales Management to ensure all concerns are addressed and customer retention ensured
- Manage Customer Reception staff of 4 receptionists and standards of cleanliness, amenities as well as proper protocols are followed as well as upkeep
- Oversee in office purchases and supplies upkeep
- Main point of contact with over 15 merchants
- Reach Porsche's monthly, quarterly and yearly national and international targets in terms of customer satisfaction
- Manage lost customers in service and associate new services customer with Sales Executives
- Monitor sales funnel in conjunction with Sales Manager
- Oversee post new and pre-owned delivery processes
- Handle in-house HR tasks as bi-weekly payroll information for Sales Dept and vacations requests
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Organize and create all in house team building initiatives and activities.
- Resolved daily customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Sales and Warranty Administrator
Porsche Centre Vancouver
06.2020 - 01.2021
- Perform and administer sales administration function within dealer including, quotations, work orders, contract reviews, stocking in vehicles
- Ensure customer satisfaction including correspondence, file maintenance and surveys
- Communicate with account manager on matters regarding customer issues
- Reviewed from 50 to 100 warranty repair orders per day for proper completion, accuracy and legibility to reduce processing delays
- Processed claim paperwork and followed up on missing information to complete processing
- Monitored factory recalls and announcements to stay on top of changes.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation
- Generated, posted and attached information to claim files
VIP Services Concierge
Porsche Centre Vancouver
02.2020 - 06.2020
- Served as private concierge for Porsche customers with need for personalized Porsche care
- Managed Porsche Portfolio of over 20 Porsche customers, their upkeep, care and logistics
- Liaising with multiple departments as well as third party merchants
- Work along GM in planning and executing office activities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Receptionist
Porsche Centre Vancouver- Dilawri Group of Companies
11.2018 - 02.2020
- Preparing and issuing invoices, managing purchase orders
- Switchboard operation: placing, receiving and routing high volume of calls daily
- Confirm, search and discreetly and professionally handle large cash intakes on daily basis
- Sign off on deposits of all dealerships
- Maintain inventory, appearance and sales of Porsche boutique
- Word processing, form creations, data entry & internet research tasks
- Organizing meetings and conference calls
- Order and arrange invoices & other indexed documents, cash receipt book revisions while maintaining all payments by credit / debit cards
- Draft and edit all internal communication among staff
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Welcomed heavy flow of customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Collected payments, processed transactions and updated relevant records.
Assistant Manager/ Social Media Manager/Key holder
Oxygen Yoga and Fitness Kitsilano
05.2017 - 08.2018
- Review, organize and adjust teaching schedules as required
- Manage, create and handle all social media content and platforms
- Coordination with merchants on deliveries and invoices
- Manage, sell and organizing studio merchandise
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Handled sales of memberships, contracts and packages
- Review and action fitness schedules daily
- Create, adjust follow up catalogues of clients and membership sales
- Manage client memberships renewal, calls and sales
- Maintaining and cleaning studio
- Order/ Maintain stock
- Complete emails, check phone messages and day to day duties while reporting to management.
Education
Bachelor of Arts - Politics And Economics
Tamkang University- Taipei, Taiwan
Taipei, Taiwan06.2016
Skills
- Regulatory Compliance
- Technical Support
- Quality Assurance
- Training and Mentoring
- Account Management
- Call Center Operations
- Schedule Coordination
- Complaint Resolution
- Handling Escalations
- Workflow Management
- Administrative Support
- Budgeting and Reporting
Languages
English
Native or Bilingual
Italian
Full Professional
Spanish
Native or Bilingual
Chinese Mandarin
Professional Working
French
Limited Working
Timeline
Customer Service Manager
Porsche Centre Vancouver
12.2020 - 08.2021
Sales and Warranty Administrator
Porsche Centre Vancouver
06.2020 - 01.2021
VIP Services Concierge
Porsche Centre Vancouver
02.2020 - 06.2020
Receptionist
Porsche Centre Vancouver- Dilawri Group of Companies
11.2018 - 02.2020
Assistant Manager/ Social Media Manager/Key holder
Oxygen Yoga and Fitness Kitsilano
05.2017 - 08.2018
Bachelor of Arts - Politics And Economics
Tamkang University- Taipei, Taiwan
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