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Skills

  • Multi-point inspection coordination
  • Customer satisfaction improvement techniques
  • Consistent performance in reaching KPIs
  • Team building
  • Client issue escalation resolution
  • Sensor operation
  • Vendor relationship management
  • Customer retention strategies
  • First Aid/CPR
  • Cost-saving initiatives in service operations

Work Experiences

  • Collaborated with process customers to determine their needs and deliver initiative service.
  • Achieved this improvement over 2024.
  • Collaborated with the sales department.
  • Achieved results over 5 months.
  • Oversaw the delivery of system project by program team, which resulted in initiative.
  • Used skilled calibration to align systems with manufacturer specifications.
  • Analyzed and rectified recurring service issues, contributing to an overall 62% reduction in customer comeback rates.
  • Consistently surpassed monthly sales targets.
  • Collaborated with taxi and fleet owners to create customized maintenance plans, improving vehicle road time by 80%.
  • Collaborated with taxi and fleet owners.

Summaries

  • Clear understanding of workflow optimization and data analysis as well as cross-functional collaboration training.
  • Auto Service Advisor specializing in multi-point inspections, recognized by earning the President's Club in 2020 for significantly reducing customer complaints by 62%.
  • Inspections, cost estimates, and customer relationships are all skills I have.
  • Adopted a customer-first approach.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Addressed customer needs.
  • Achieved a 56% decrease in vehicle downtime.
  • Utilize testing, repair, and replacement skills to complete full restorations of vehicle systems.
  • Achieved higher claim approval rates.

Accomplishments

  • Proposed and executed a preventive maintenance education program, resulting in 43% increase in service-related revenue.
  • Implemented a warranty claim tracking system, reducing processing time by 34% and minimizing errors.
  • Assisted in developing a customer rewards program that led to 61% increase in service sales within two years.
  • Handled up to 18 walk-in appointments concurrently during peak hours, efficiently managing high-volume customer flow.
  • Boosted service team morale through the implementation of recognition programs, resulting in improved year-over-year team retention by 40%.
  • Successfully handled complex customer complaints, elevating the Net Promoter Score (NPS) by 85% over 18 months.
  • Developed a customer feedback loop that resulted in a 41% improvement in service satisfaction scores.
  • Prepared detailed service estimates and communicated recommendations, increasing average customer spend by 6.
  • Collaborated with parts department to ensure efficient sourcing, reducing inventory shrinkage by 67%.
  • Collaborated with technicians to ensure quality assurance, reducing service return complaints by 69%.

Affiliations

  • Automotive Service Professionals Network (ASPN) – Collaborated with peers and industry professionals to share best practices in service and repair operations.
  • General Motors Service Technical College (GMSTC) – Completed focused courses related to advanced repair techniques and customer service methodologies.
  • Collaborated with procedure to host automotive service workshops and community outreach events enhancing customer engagement in 2019.
  • International Council of Nurses
  • Society of Human Resource Management
  • American Marketing Association
  • International Association of Administrative Professionals
  • Customer Contact Week (CCW) Conference Participant – Participated in forums discussing evolving best practices in customer service and retention.
  • Association of Information Technology Professionals
  • Continuing Education via Service Advisor Training Series at Cedar Works – Completed sessions focused on service writing, estimates, and customer follow-up.

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Automotive Service Excellence (ASE) Certified Service Advisor
  • ServSafe
  • Safety Standard Test and Recalls Compliance Certificate
  • Certified Automotive Fleet Manager (CAFM)
  • Certified Automotive Repair Professional (CARP) - 2017
  • Hybrid/Electric Vehicle Specialist Certification
  • Certified Automotive Internet Specialist (CAIS)
  • SHRM Certified Professional (SHRM-CP)
  • Introduction to Lift Safety Certification - Meridian

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