Dhara Patel

• Respond to customer needs and work to develop relationships with Caterpillar dealers and Territory Managers.
• Research and evaluate specific customer issues, develop an overall understanding of the NABC and FPD, and refer customers to the appropriate department for problem resolution.
• Process buyouts and communicate them to the requesting party, ensuring accurate input of accounting data and timely processing. This includes entry of financial data, calculation of collateral release figures, audit of confirmation letters, and verification of data for accuracy and completeness.
• Participate in the accomplishment of continuous improvement objectives for the department. This involves maintaining necessary measurements, analyzing associated data, identifying problem areas, and developing resolutions.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Collaborated with team members to develop best practices for consistent customer service delivery.

• Responsible for assigning cases from the Customer Relations Salesforce Queue to the complexity team each day
• Accurately completes customer requests, including but not limited to refunds, payment research, cash reallocations, due date changes, manual invoices, audit letters, interest payment proration and reapplication of funds.
• Effectively communicates with customers, field workers and various departments to solve complex customer complaints and requests.
• Performs general account maintenance on MyCatFinancial website such as enrolling customers in auto-pay, late charge waivers, address changes, and invoice delivery method updates.
• Responds to customer needs and works to develop relationships with Caterpillar dealers and Territory Managers.
• Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.

• 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.

• Recommended products to customers, thoroughly explaining details.

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Responded proactively and positively to rapid change.

• Trained new personnel regarding company operations, policies and services.

• Configured hardware, devices and software to set up work stations for employees.

• Assessed software bugs and compiled findings along with suggested resolutions for development team members.

• Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.

• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Installed, modified and repaired software and hardware to resolve technical issues