Daniela Blackwelder

Experience

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  King Toyota

  Feb 2007 - Aug 2009

  Service Assistant/Business Development

  Managed all inbound calls and arranging appointments in accordance with each Toyota specific maintenance schedule and requirements. This involved handling a multi-line phone system efficiently and courteously. Promptly and professionally addressed inquiries, scheduling appointments, or directing calls to the appropriate department. In cases where calls couldn't be completed, I diligently recorded detailed messages, including caller information and their requests, and promptly delivered them to the relevant parties. Additionally, I screened incoming calls as requested by management and checked for recalls and parts availability for each inquiry.Booking loaners or rentals for customers, obtaining customer data prior to their arrival, and referring to their service history were all part of my duties. I also followed up on missed appointments, confirmed upcoming appointments, and scheduled pick-up and delivery appointments according to brand protocols, informing clients of any associated fees.To maintain service standards, I made outbound calls for service reminders, safety recalls, and special order part arrivals, meeting weekly quotas. Throughout these interactions, I prioritized providing exceptional customer service, treating guests with courtesy and respect.Performed various reception and clerical tasks as assigned, ensuring a clean and organized workspace at all times. Show less

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  Penske Automotive Group

  Oct 2009 - Jan 2014

  Recruitment and Talent Acquisition:Assisted in managing the recruitment process, including job postings, candidate sourcing, resume screening, and scheduling interviews.Coordinated with hiring managers to facilitate the interview process and ensure a positive candidate experience.Participated in job fairs, campus recruitment events, and other talent acquisition activities as needed.Employee Relations:Served as a point of contact for employees regarding HR-related inquiries, policies, and procedures.Assisted in resolving employee grievances, conflicts, and disciplinary issues in a fair and consistent manner.Supported initiatives to enhance employee engagement, morale, and retention within the organization.HR Administration:Maintained accurate employee records and HR databases, ensuring compliance with data protection regulations.Prepared and distributed HR-related documentation, such as employment contracts, offer letters, and policy updates.Assisted with payroll processing, benefits administration, and other HR administrative tasks as required.Compliance and Policy Adherence:Stayed updated on employment laws, regulations, and industry trends to ensure compliance with legal requirements.Assisted in developing and implementing HR policies, procedures, and best practices to promote a positive work culture and mitigate risks.Training and Development:Coordinated employee training programs, workshops, and professional development initiatives to enhance skills and competencies.Tracked training attendance, maintain training records, and evaluate the effectiveness of training activities.HR Projects and Initiatives:Supported HR projects and initiatives, such as performance management systems, employee engagement surveys, and diversity and inclusion programs.Collaborated with cross-functional teams to implement HR strategies and achieve organizational objectives. Show less Supported the sales and service department in their functions.Handled administrative duties for the General Manager and Service Manager, including scheduling meetings, preparing reports, and following up on tasks.Created and implemented marketing strategies aimed at attracting new customers.Designed customer relationship programs and projects.Cultivated strong relationships with current clients.Overseed project management and implementation.Ensured excellent standards of customer communication and service.Developed and clearly communicated marketing plans with defined objectives, expectations, and roles. Show less

  • Human Resources Assistant Manager/Customer Relations Manager

    Nov 2011 - Jan 2014

  • Customer Relations Manager

    Oct 2009 - Apr 2013
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  Berkshire Hathaway Automotive- Toyota of Deerfield Beach

  Jan 2014 - Feb 2016

  Customer Relations Manager

  Managed all open cases and provided support to the sales and service departments, utilizing CDK, Reynolds & Reynolds, and CRM systems. Overseed administrative tasks, conducted follow-up calls, prepared CSI reports, addressed all customer complaints, and managed customer retention efforts. Case specialist of open/closed cases ensuring their resolution. Coordinated sales and service events and supervised receptionists, greeters, and cashiers to enhance customer experience.

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  Berkshire Hathaway Automotive- Toyota of Deerfield Beach

  Jan 2014 - Feb 2016

  Fleet Manager

  Overseed the management of the rental fleet, including procurement, maintenance, and disposal of vehicles. Ensured that the rental fleet meets the demands of customers and is maintained in optimal condition.Provided excellent customer service to rental customers, addressing inquiries, resolving issues, and ensuring customer satisfaction throughout the rental process.Managed rental reservations, including processing bookings, coordinating vehicle availability, and ensuring timely delivery and return of rental vehicles.Prepared and administered rental agreements, ensuring compliance with company policies and legal requirements. Explained rental terms and conditions to customers and obtain necessary documentation. Show less

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  Rice Toyota Scion of Greensboro

  Feb 2016 - May 2017

  Customer Relations Manager/HR Assistant

  Provided comprehensive administrative support to the Sales and Service Departments, including follow-up calls and preparation of CSI (Customer Satisfaction Index) reports.Managed all customer complaints, open cases, and strive to enhance customer retention rates.Supervised valets, greeters, and porters to ensure smooth operations and exceptional customer service.Offered support to Service Advisors and Service Business Development Center (BDC) operations.Conducted training sessions for Sales, Finance, and Service staff on enhancing customer satisfaction, retention, and CSI scores.Enforced dealership customer relations policies to foster loyalty and satisfaction among customers.Handled all HR administrative duties, including new hire onboarding, benefits administration, work compensation, and manager activity reports for new hires.Maintained personnel records throughout all stages of human resources activities, utilizing experience with ADP system. Show less

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  Leith Automotive Group-Leith Nissan

  Jun 2017 - Aug 2019

  Service Advisor

  Coordinated closely with service technicians to ensure repairs were completed promptly and provided regular updates to customers throughout the process.Managed service scheduling, parts ordering, and invoicing to enhance operational efficiency and streamline processes.Demonstrated proficiency in Customer Relationship Management (CRM) to build strong rapport with clients.Conducted vehicle inspection and diagnostics to accurately assess repair needs.Efficiently scheduled and coordinated service appointments to optimize workflow.Oversaw parts ordering and inventory management to maintain adequate stock levels and minimize delays.Possessed comprehensive knowledge of automotive systems to effectively address customer inquiries and concerns.Employed problem-solving and decision-making skills to resolve complex service issues.Utilized computer software such as Service Software CDK and MS Office Suite for seamless management of service operations. Show less

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  Hendrick Automotive Group

  Aug 2019 - Feb 2023

  Client Care Manager Hendrick Subaru

  Delivered outstanding customer service to all clients.Managed a team of Client Service Representatives, ensuring excellence in customer interactions. Collaborated with the management, marketing, and Subaru Manufacturer teams on diverse projects.Established and maintained a client communication platform through phone, emails and chats.Fostered interdepartmental communication, provided training, and enforced policies and procedures.Conducted CSI (Customer Satisfaction Index) training for new sales or service team members.Supervised client retention efforts, online surveys, reputation management, and Net Promoter Scores (NPS).Overseed social media management, follow-up procedures, and Text to Drive platform.Handled all open cases between the dealership and the manufacturerPartnered with the management team to evaluate and implement processes and policies.Provided administrative support to the sales, service, and parts departments. Show less