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Skills

  • Service ticket management
  • Warehousing functions
  • Performance Metrics Tracking
  • Collaboration with Multi-disciplinary Teams
  • Training development aptitude
  • Vendor relationship management
  • Recordkeeping strengths
  • Automotive diagnostics knowledge
  • Process improvement initiatives
  • Product knowledge for Salesforce

Work Experiences

  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Handled over 2 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Customer service training processes were implemented and developed by me.
  • Used a POS system to itemize and total the purchases of 14 customers.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Facilitated system orders and ensured that they were completed accurately in order to meet tight deadlines.

Summaries

  • TLE Service Writer who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Expert at providing relevant information and options for resolving problems effectively.
  • TLE Service Writer proactive with experience in providing support and resolving customer complaints.
  • Achieved success in providing unsurpassed customer service.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 5 years.
  • With extensive knowledge of vendor management and proven multitasking abilities, I am well-versed in project and time management.
  • TLE Service Writer with 16 years of successful cross-functional collaboration and stakeholder engagement experience.
  • TLE Service Writer with 6 years of experience in dealing with customer requests and concerns.

Accomplishments

  • Reduced customer wait times by 44% through process improvements in the coordination of service orders and technician assignment.
  • Issued detailed diagnostic reports using ServiceNow, helping customers make well-informed service decisions, driving upsell rates by 73%.
  • Conducted regular performance reviews and presented data-driven improvement plans that led to a cumulative service-quality increase of 74%.
  • Managed daily operations for high-volume service center, ensuring consistent adherence to safety and service protocols, boosting service throughput by 55%.
  • Implemented a customer retention strategy through regular maintenance reminders, increasing recurring business by 61% within the past year.
  • Developed tailored service packages for customers, improving average ticket value by 54% and overall department performance.
  • Trained and onboarded new TLE service employees, resulting in a 67% rise in service efficiency and reduction in wait time.
  • Generated additional revenue by upselling premium vehicle services, contributing to an increase of 64% in quarterly department sales.
  • Revamped process for handling service orders, reducing bottlenecks and improving service completion rate by 60% within several months.
  • Created a streamlined process for forecasting upcoming service needs, reducing customer delays and improving recurring appointments by 84%.

Affiliations

  • Lions Club
  • National Institute for Automotive Service Excellence (ASE) – Service Consultant Certification
  • Society of Automotive Engineers (SAE) Membership
  • Rotary International
  • International Warehouse Logistics Association (IWLA)
  • American Society of Safety Professionals
  • American Marketing Association
  • Retail Project Management Institute (RPMI)
  • Automotive Service Professionals Network (ASPN)
  • Freemason

Certifications

  • Certified Automotive Warranty Administrator (CAWA)
  • Certified in Automotive Human Resources Management (CAHRM) by Northwind
  • Accredited Customer Service Professional (ACSP)
  • First Aid/CPR Certified
  • Certified Automotive Repair and Maintenance Specialist (CARMS)
  • Data-Driven Decision Making in Automotive Services by process
  • Certified Service Writer (CSW) by Cedar Works
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Automotive Business Management (CABM) by program

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