Adel Kajtazovic
Jenison,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leadership capabilities with great problem solving skills. Capable of de escalating hostile situations with ease and confidence.
Overview
10
10
years of professional experience
Work History
Automotive Service Advisor
Dykstra's Automotive
05.2023 - Current
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Reduced average repair times by implementing process improvements that enhanced overall operational efficiency within the service department.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Worked closely with sales team members to identify potential up-sell opportunities or provide support during new vehicle purchases, resulting in increased revenue generation.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- Developed process improvements to enhance overall delivery of service.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Explained estimates and determined repair timelines to manage customer expectations.
- Investigated customer complaints to identify cause of malfunctions.
- Read and followed technical documentation to complete accurate repairs.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
Enlisted Soldier
Michigan Army National Guard
09.2015 - 12.2022
- Operated and maintained armored vehicles.
- Secured and protected military property, assets and personnel.
- Implemented tactics, procedures, and techniques for defense systems.
- Engaged targets in low-light conditions with night vision equipment.
- Trained in small arms, anti-armor and indirect fire weapons.
- Looked after weapons by scheduling and performing organizational and preventive maintenance.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
- Trained in conflict resolution among subordinates, equals and superiors.
- Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Upheld ARMY dress and appearance regulations for professional appearance.
- Worked weekends and long hours in deployed locations to complete operations and patrol tasks.
- Operated surveillance radar, communication systems and identification equipment.
- Responded to and assisted in medical emergencies.
- Attended required training sessions and seminars.
- Assisted in conducting fire drills and evacuating buildings.
- Maintained required level of proficiency in use of firearms.
- Responded to reports of irregular activities and notified dispatcher for required emergency units.
- Oversaw utilities manual records to perform stock control and accounting duties.
- Performed as fire team member during situational training exercises and infantry dismounted battle drills.
Route Supervisor
GardaWorld Cash Services
11.2018 - 02.2022
- Worked closely with personnel, customers and contractors to resolve problems.
- Motivated workers to exceptional performance through implementation of new strategies.
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Managed labor assignments and equipment allocations and met transportation, operations and production goals.
- Recommended measures to improve production methods, equipment performance and team operation and productivity.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Supervised unloading and loading of valuables, cash and important artifacts to verify proper delivery of requested items.
- Maintained safety and security of armored vehicles by properly securing valuables, locking vehicle doors and consistently observing surroundings.
- Coordinated with dozens of banks to organize transportation of requested amounts of coins and cash.
- Guarded valuables and money bags during transfer and receipt to guarantee safe delivery.
- Performed pre-trip inspections on armored truck by checking fluid levels, signals, brakes and engine functionality.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Balanced and loaded ATM machines on route.
- Responded quickly to emergency situations to assess and deflect issues.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
Service Advisor
Fox Powersports
07.2015 - 08.2016
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Handled customer issues with confidence, using my knowledge to provide effective resolution.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Handled customer issues with confidence, using quick thinking and problem solving skills to provide effective resolutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Recommended products to customers, thoroughly explaining details.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Communicated professionally with colleagues, freelancers and clients.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Detailer / Vallet Driver
Penske Exotic Automotive Dealership
03.2014 - 08.2014
- Washed cars and trucks daily for auto dealership.
- Operated buffers, steamers, hoses, vacuums and other equipment to meet service expectations.
- Cleaned upholstery, rugs and other surfaces by using cleaning agents, applicators and cleaning devices.
- Vacuumed interiors of vehicles to remove dirt and debris.
- Used cleaning, protective and restorative agents to maintain and enhance appearance of vehicles.
- Interacted face-to-face with customers to understand vehicle detailing needs and deliver quality satisfaction.
- Completed vehicle inspections prior to service and after completion to assess damage.
- Identified safety issues and addressed with shift supervisor.
- Performed dozens of inspections daily and kept complete, accurate records of vehicle condition.
- Maintained regular list of high-end clientele due to exceptional service and outstanding pricing.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
- Contacted customers prior to delivery to confirm and coordinate delivery times.
- Fostered positive working relationships with regular customers.
- Maintained excellent condition of vehicles through re-fueling, cleaning and repairing.
- Inspected vehicle regularly to identify and handle upkeep needs and maintain professional appearance for customers.
- Transported customers to and from the dealership.
Education
No Degree - Powersports Mechanics
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
Phoenix, AZ01.2015
GED -
MI Department Of Energy, Labor & Economic Growth
Lansing, MI07.2010
Skills
- Customer Service and Assistance
- Office Organization
- Strategic Business Initiatives
- Maintaining Clean Work Areas
- Conflict Resolution Techniques
- Training and Development
- Customer Satisfaction
- Perfect Attendance
Hobbies
I personally enjoy and, I am very passionate about cars and motorcycles. I enjoy fixing and building both cars and motorcycles as a hobby. I am no stranger to the race track and drag strip and love being around the fast life when it comes to the automotive and powersport industry.
Languages
Croatian
Native or Bilingual
Timeline
Automotive Service Advisor
Dykstra's Automotive
05.2023 - Current
Route Supervisor
GardaWorld Cash Services
11.2018 - 02.2022
Enlisted Soldier
Michigan Army National Guard
09.2015 - 12.2022
Service Advisor
Fox Powersports
07.2015 - 08.2016
Detailer / Vallet Driver
Penske Exotic Automotive Dealership
03.2014 - 08.2014
No Degree - Powersports Mechanics
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
GED -
MI Department Of Energy, Labor & Economic Growth