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Skills

  • Active Listening for Customer Needs
  • Bilingual service communication Spanish
  • KPI (Key Performance Indicators) monitoring
  • Multi-line phone talent
  • Service standard compliance
  • Appointment system management
  • Medical terminology knowledge
  • Customer retention strategies
  • Receiving support
  • Training development aptitude

Work Experiences

  • Processed 2 invoices and mailed documentation to clients each one year.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Used a POS system to itemize and total the purchases of 13 customers.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Was quick to respond to potential customers' questions and requests.

Summaries

  • Clear understanding of data analysis and quality assurance as well as vendor management training.
  • Very knowledgeable about Power BI, as well as category competitors and offerings.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Achieved success in providing unsurpassed customer service.
  • Express Service Advisor with 15 years of successful data analysis and risk assessment experience.
  • With extensive knowledge of cross-functional collaboration and proven multitasking abilities, I am well-versed in project and time management.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Strengths in cross-functional collaboration and process improvement backed up by Customer Service training.

Accomplishments

  • Recognized with the Innovation Award for outstanding customer service and demonstrated ability to retain 75% of client base.
  • Resolved product issue through consumer testing.
  • Led a successful recall initiative, completing 15 recall services in one year while ensuring 100% manufacturer compliance.
  • Documented and resolved metric which led to system.
  • Collaborated with team of 15 in the development of program.
  • Significantly improved customer wait experience by coordinating the launch of standard, receiving highly positive feedback from 23% of users.
  • Identified key areas for improvement in front-line customer interaction strategies, increasing survey completion rates by 43%.
  • Proactively identified and addressed overdue vehicle services, increasing service completion by 26% over 2024.
  • Boosted customer satisfaction scores by 70% through clear communication of service options and costs.
  • Effectively communicated service issues and solutions in Japanese, improving satisfaction among bilingual customers.

Affiliations

  • Freemason
  • American Medical Informatics Association
  • Society of Human Resource Management
  • Canadian Automotive Service Industry Standards Association (CASIS)
  • International Automotive Service Professional Forum
  • American Society of Safety Professionals
  • Automotive Service Excellence (ASE) Certified Professional
  • Automotive Parts & Service Association (APSA)
  • Society of Automotive Engineers (SAE)
  • National Automotive Technicians Education Foundation (NATEF)

Certifications

  • ASE Certified Service Consultant (C1)
  • Participant in Continuous Education Program (Continuing Automotive Education Certification)
  • CompTIA Network+
  • Customer Service & Communication Certification for Service Advisors
  • Automotive Management Institute (AMI) Trustees Award
  • Automotive Customer Service Advisor Certification
  • Service Advisor Warranty Process Certification – process
  • Certified Business Analysis Professional (CBAP)
  • Clear Mechanic Certified – Vehicle Inspection & Communication Technology
  • Cisco Certified Network Associate (CCNA)

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