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Lilly Vang

@lillyvang

Guest Service Representative at Mercedes-Benz of Northlake supporting organizational change and staff adoption of new workflows.

United States

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What I'm looking for

I’m looking for a role in human resources, recruiting, employee engagement, or people operations where I can apply my communications experience.

At Mercedes-Benz of Northlake, I support organizational change by helping teams adopt new workflows. I train staff on new procedures and reinforce updated customer service standards.

I’m a primary point of contact for customers, communicating about services, appointments, and inquiries. I also collaborate with cross-functional teams to improve communication processes and workflow consistency.

Previously, I coordinated communication among patients, healthcare providers, and internal departments at UCLA Health. My experience across customer service, operations, and communications supports my interest in human resources, recruiting, employee engagement, and people operations roles.

Experience

Work history, roles, and key accomplishments

Current

Guest Service Representative

Current

Mercedes-Benz of Northlake

Apr 2023 - Present (3 years 6 months)

Support organizational change efforts by helping teams adopt new workflows and training staff on new procedures. Serve as a primary point of contact for customers, providing clear communication and maintaining organized records.

Customer Service Communication Skills Training Process Adoption Documentation Cross Functional Collaboration

Front End Coordinator

TJMaxx & HomeGoods

Aug 2021 - Mar 2023 (1 year 7 months)

Supported customer communication initiatives and daily operational activities in a high-volume environment. Assisted team members with communication, scheduling, and workflow coordination.

Customer Service Communication Skills Scheduling Workflow Coordination Documentation Problem Solving

Patient Communication Representative

UCLA Health

Jan 2021 - Jul 2021 (6 months)

Coordinated communication among patients, healthcare providers, and internal departments in a fast-paced healthcare environment. Managed phone and digital communications while maintaining confidentiality and accurate documentation.

Communication Skills Healthcare Documentation Confidentiality Customer Service Digital Communication

Head BDC (Business Development Center)

Thousand Oaks Toyota

Jan 2019 - Jan 2021 (2 years)

Supported implementation of new operational procedures and coordinated scheduling, communication tracking, and workflow management. Collaborated with multiple departments to improve communication efficiency and service quality.

Business Development Communication Skills Scheduling Workflow Management Customer Retention Escalation Management