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Skills

  • Customer response time improvement
  • Data accuracy improvement
  • Automated Follow-Up System Implementation
  • Pre-Service and Post-Service Inspections
  • Operational improvement
  • Supervision
  • Budgets
  • Team building
  • Service standards adherence
  • Team training and development

Work Experiences

  • Achieved results in three years.
  • Looked for industry trends on social media and through online sources.
  • Assisted Service Advisors in organizing 2 pending service orders daily, improving workflow and prioritizing urgent issues.
  • Saved $4 by putting in place cost-cutting measures that addressed long-standing issues.
  • Assisted with warranty and repair claims.
  • Assisted customers in understanding technical jargon.
  • Became a key resource for colleagues.
  • Assisted in updating the service department’s online booking tool, reducing appointment errors by 40% and improving user experience.
  • Assisted in coordinating initiative events.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Achieved a 63% reduction in stock shortages.
  • Adept at troubleshooting recurring repair issues.
  • Boosted post-service satisfaction.
  • Demonstrated ability to form and maintain long-term relationships.
  • Clear understanding of vendor management and workflow optimization as well as stakeholder engagement training.
  • Boosted customer response times by 85%.
  • Collaborates closely with senior teams.
  • Achieved results within three years.
  • Achieved a 59% boost in positive customer reviews.
  • Achieved a 34% reduction in service delays.

Accomplishments

  • Facilitated resolution of 16 customer complaints, successfully expediting conflict resolution and improving overall customer satisfaction ratings.
  • Developed a standardized process for handling out-of-warranty repairs, improving transparency and customer trust by providing clearer repair cost expectations.
  • Successfully processed and organized service records for over 18 unique customer vehicles, ensuring quick access and accurate historical data.
  • Implemented an automated customer notification system for service completion, improving customer communication timeliness by 50%.
  • Led the development of a skill-matching process for technician assignments, reducing repair times by 20% and ensuring jobs were assigned based on appropriate expertise.
  • Revamped customer feedback collection process, achieving a 61% increase in customer satisfaction survey submissions.
  • Proactively advised on sales opportunities during customer interactions, achieving an additional 39% in upsell service revenue.
  • Enhanced warranty documentation processes, reducing discrepancies and providing clearer service expectations to customers.
  • Implemented a digitized customer scheduling system that reduced scheduling conflicts by 62%, improving both productivity and customer experience.
  • Collaborated with team of 5 in the development of standard.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Automotive Aftermarket Industry Association (AAIA) Membership
  • American Marketing Association
  • Professional Service Advisors Network (PSAN)
  • American Society of Safety Professionals
  • Car Care Professionals Network (CCPN)
  • Society of Automotive Engineers (SAE) Affiliation
  • International Association of Administrative Professionals
  • National Association of Service Managers (NASM) Member
  • Automotive Industry Professionals Network (AIPN)

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Experience Management (CXM) Certification
  • Automotive Repair Software Proficiency Certification SAP
  • Customer Service Excellence Certification Summit Group
  • Certified Public Accountant (CPA)
  • Advanced Diagnostic Equipment Training Certification HubSpot
  • Certified Professional Customer Service (CPCS) Brightline
  • Basic First Aid/CPR Certification

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