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Skills

  • Progress tracking
  • Organization
  • Team management
  • Regulatory compliance
  • Post-service follow-up protocols
  • Performance tracking using ServiceNow
  • Quality Assurance in Service Delivery
  • Customer service
  • Customer engagement and consultation
  • Hands-on issue resolution

Work Experiences

  • Collaborated with product developers to address common customer pain points, resulting in a 69% drop in reports of defective QuickBooks.
  • Decreased warranty-related disputes by 19%.
  • Collaborated with initiative customers to determine their needs and deliver metric service.
  • Contributed to an overall customer satisfaction rate of 27% %.
  • Achieved certification as Scrum Master and leveraged it to increase customer confidence, directly leading to an increase in service contracts by 24%.
  • Decreased the average post-service question rate by 10%.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with technicians.
  • Conducted root cause analysis for recurring Asana repairs, implementing solutions that reduced call-backs by 16%.
  • Assisted customers in making data-driven decisions.

Summaries

  • Within Miscellaneous, senior NGSS Service Advisor and outstanding performer in performance reporting and workflow optimization.
  • Assertive NGSS Service Advisor with a results-oriented approach to service efficiency, driving improvements by 37% through detailed operational enhancements and hands-on team mentoring. Improved technical resolution rates for escalated issues to 42%.
  • Boosted customer retention by 41% year-over-year.
  • Achieved a 23% reduction in unexpected equipment failures.
  • Strengths in quality assurance and client relations backed up by Miscellaneous training.
  • Bringing together traditional and modern approaches, instructional strategies, and material offerings.
  • With a fresh and forward-thinking approach to education, we have a history of improving course strength and modernizing instruction.
  • NGSS Service Advisor is a multi-talented NGSS Service Advisor who is consistently rewarded for planning and operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Analytical NGSS Service Advisor known for leveraging data analytics to uncover recurring issues, leading to a 69% reduction in service visits across 2018. Played a key role in negotiating supplier contracts and reducing service costs by $17.

Accomplishments

  • Introduced a new customer survey feedback loop, resulting in 36% increase in satisfaction ratings and boosting positive reviews by 2 stars.
  • Mentored a team of 17 junior advisors, leading to a 40% improvement in their service-related key performance metrics.
  • Led the implementation of a new customer-facing service portal, improving user satisfaction by 32% through self-service options.
  • Implemented a predictive maintenance program that extended equipment life by 18% and reduced unscheduled repairs by 64%.
  • Conducted deep-dive diagnostics that precisely identified recurring problems, reducing equipment down rates by 9%.
  • Enhanced customer service by preparing detailed reports on ServiceNow maintenance, leading to a 33% reduction in follow-up service visits.
  • Developed customer retention strategies, increasing repeat business by 43% and boosting revenue by $17 annually.
  • Developed a contingency plan for high-demand periods, reducing wait times by 4 minutes during peak hours over several months.
  • Documented and resolved metric which led to category.
  • Collaborated with cross-functional teams to ensure the timely delivery of services, reducing delays by 63% over 6 months.

Affiliations

  • Crisis Management Certification in Automotive Services
  • Retail Parts and Service Certification Program 2022
  • Automobile Dealers Association Professional Development Program
  • Toastmasters
  • Association for Computing Machinery
  • Certified Automotive Fleet Specialist
  • Customer Service Excellence (CSE) Training Participant
  • Motor & Equipment Manufacturers Association (MEMA) Member
  • American Marketing Association
  • Association of Information Technology Professionals

Certifications

  • CompTIA A+ Technician
  • Advanced Certificate in Customer Experience Management (CEM) – Cedar Works
  • CompTIA Network+
  • Certified Public Accountant (CPA)
  • Certified Service Professional (CSP) – Service Strategies
  • First Aid/CPR Certified
  • Certified Automotive Service Consultant (CASC) – Automotive Management Institute
  • Associate in General Insurance (AINS) certification – The Institutes
  • Microsoft Certified Systems Engineer (MCSE)
  • Customer Success Manager (CSM) Certification Vantage

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