Summary
Overview
Work History
Skills
References
Certification
Timeline
Generic

Michelle Morgan

Auckland,NZ

Summary

Service Liaison professional with background in managing customer relationships and resolving client issues. Strengths include deep understanding of service procedures, customer experience, and ability to build strong rapport with clients. Proven track record of improving customer satisfaction levels and enhancing overall service delivery through efficient communication and coordination. Committed to fostering positive interactions and ensuring client retention.

Overview

4
4
years of professional experience
1
1
Certification

Work History

SERVICE LIAISON

06.2023 - Current
  • Managing communications with customers as first priority.
  • Building and establishing a relationship with insurance and lease companies.
  • Understanding customer needs and complaints and communicating this with the workshop.
  • Managing campaign bookings and part availability.
  • Contacting no show customers
  • Handling services, WOFS and customer complaints
  • Using triage to communicate with customers
  • Working alongside the workshop to provide excellent customer satisfaction

RECEPTIONIST

GILTRAP VOLKSWAGEN
02.2022 - 06.2023
  • Communicating with customers
  • Handling customer satisfaction surveys
  • Working alongside the Volkswagen service team to provide support
  • Logging campaigns and distributing job cards

SOFTWARE SUPPORT INTERN

RADFORDS
09.2021 - 01.2022
  • First Level triage of all external software support calls, responsible for capturing accurate information to assist the developers to find resolutions, communicate to the client's progress and resolution of the issue
  • Build training documentation and Build data sets for the virtual training environment

Skills

  • Customer relationship management
  • Campaign management
  • Service triage
  • Complaint resolution
  • Parts availability
  • Communication skills
  • Scheduling services
  • Problem-solving abilities
  • Organizational skills

References

  • Renee Kelly, Operations Manager, Radfords, renee.kelly@radfords.co.nz, 0275329955
  • Rick Turnbull, Giltrap Volkswagen, Rturnbull@giltrapvolkswagen.co.nz, 09 360 3200
  • Malcom Davidson, Retired, 021770334

Certification

  • Certified Service Assistant (NZ First, Feb 2025)

Timeline

SERVICE LIAISON

06.2023 - Current

RECEPTIONIST

GILTRAP VOLKSWAGEN
02.2022 - 06.2023

SOFTWARE SUPPORT INTERN

RADFORDS
09.2021 - 01.2022
  • Certified Service Assistant (NZ First, Feb 2025)

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Michelle Morgan