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Skills

  • Freight operations
  • High-energy attitude
  • Efficient repair duration reduction techniques
  • Shipping and receiving understanding
  • Customer performance feedback analysis
  • Customer relations
  • Inbound and outbound calling
  • Data evaluation
  • Automotive parts procurement and inventory management
  • Product organization

Work Experiences

  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Consistently outperformed my daily credit card application goals.
  • Complied with procedure regulatory agencies' privacy and security requirements.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and framework data.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Customers were contacted about service upgrades, new category services, and account changes.
  • Updated the initiative system with order details, customer information, preferences, and billing details.
  • Assessed customer needs and upsold products and services to increase method sales.
  • Helped customers with their questions and concerns, which resulted in a 11% reduction in complaint calls.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.

Summaries

  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Dedicated to customer satisfaction and loyalty.
  • Client service professional with 11 years of experience interacting with clients.
  • Service-oriented and quality-focused, with 6 years of Customer Service experience and a track record of success.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Well-versed in Customer Service best practices and standards.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.

Accomplishments

  • Introduced a new escalation process for complex automotive repairs, leading to a 18% decrease in unresolved service tickets.
  • Assumed a key role in the training of new service writers, improving department onboarding processes and cutting ramp-up time by 39%.
  • Managed timely communication with vehicle owners, reducing instances of unexpected delays and maintaining an average customer satisfaction score of 33%.
  • Implemented technician work grouping around vehicle types, reducing average technician wait times between jobs by 83%.
  • Collaborated with technicians to revise service timelines for brake, transmission and engine work, reducing customer wait times by 65%.
  • Slashed on-site vehicle return rates by 19% through enhanced follow-up and end-to-end service quality control measures.
  • Led initiatives to reduce service department rework by 37%, achieved through technician coaching and improved diagnostic procedures.
  • Trained junior service writers on digital platform usage, improving team efficiency and reducing service order errors by 24%.
  • Reduced customer wait times by 37% through the strategic improvement of service scheduling and real-time coordination with technicians.
  • Coordinated efforts with marketing to roll out special service promotions, increasing appointment bookings by 80%.

Affiliations

  • Member, Mobile Air Conditioning Society (MACS) Worldwide, framework
  • Member, The Auto Care Association, program
  • Certified Technician, ASE Service Consultant Certification (C1), 2023
  • Participant, National Alliance of Auto Dealer Service Professionals Live Training, 2021
  • Member, International Automotive Technicians Network (iATN) standard
  • Active Member, United Motorcoach Association (UMA) Maintenance Community, initiative
  • Affiliate, Automotive Maintenance and Repair Association (AMRA), initiative
  • Volunteer, Local Austin Automotive Environmental Compliance Task Force, 2022
  • Associate, Certified Automotive Fleet Manager (CAFM) Program via NAFA Fleet Management Association, 2022
  • Certification, Customer Relationship Management in Automotive Services Program, 2017

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Toyota Express Maintenance Certification, 2022
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid/CPR
  • Microsoft Office Specialist (MOS)
  • ServSafe
  • Customer Performance Management Professional Certificate Cedar Works, 2019
  • Service Operations Management Certificate Meridian, 2021
  • Automotive Service Advisor Professional Development Program, 2021

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