Alec Ericksen
Minneapolis,MN
Summary
Service Lead with an unwavering commitment to team development, enhancing customer experience, and optimizing operational efficiency. Recognized for fostering both team and individual growth through accountability, leveraging feedback, and KPI analysis. Proven track record of implementing innovative strategies and SOPs to enhance output and customer satisfaction. Skilled in streamlining processes and ensuring consistent service quality by harnessing the collective expertise of core teams
Overview
4
4
years of professional experience
Work History
Lead Virtual Service Advisor
Tesla
01.2022 - Current
- Regionalized Centralized Virtual Service Team, to create multilateral approach, inspiring accountability and nimble action. resulting in 21% backlog reduction.
- Prioritizing continuous growth opportunities creating accountability to ensure positive mindset and continued backlog burn down.
- Assessing customer concerns to provide empathetic, enthusiastic, and confident communication to deliver exceptional customer experiences.
- Resetting expectations via deescalating difficult customer situations.
- Collaborating with Preparation, Automation, and Mobile Service teams to identify trends and areas for improvement in service processes.
Service Support Specialist
Tesla
03.2021 - 01.2022
- Coordinated roles and worked with teammates to inspire accountability, resulting in 10% increase month over month in completion of Vehicle Receipt Inspections
- Achieved 90% delivery customer satisfaction score in Q3 through persistent quality control and ensuring on-time deliveries.
- Supported Service refurbishing used vehicles and performing fast lane repairs.
- Supported Parts: Bin allocation and inventory audits.
Service Center Technician
Tesla
06.2020 - 03.2021
- Ensured seamless handovers between shifts through constant and concise communication
- Managed Used car refurbishment process by implementing clear directive visible by various levels of organizational teams.
- Conducted diagnostics and repairs, including electrical, mechanical, and software systems, ensuring adherence to strict safety and quality standards while minimizing downtime for customers.
Mobile Service Technician
Tesla
01.2020 - 06.2020
- Balanced future appointments via thorough research of corresponding service instruction and preparing parts ahead of time
- Maintained high customer satisfaction by assuring customers’ service concerns were addressed and maintaining appropriate communication throughout service experience.
Education
Bachelor of Science, Applied Workplace Leadership -
Northern Michigan University
Marquette, MI12.2019
Certificate - Automotive Technology
Northern Michigan University
Marquette, MI12.2019
Certificate - Tesla Systems Repair
Tesla START
Charlotte, NC12.2019
Skills
- Coaching and Co-Piloting
- Motivation and Team Building
- Data Driven Change Management
- Technical Aptitude
- Systems Oriented
Timeline
Lead Virtual Service Advisor
Tesla
01.2022 - Current
Service Support Specialist
Tesla
03.2021 - 01.2022
Service Center Technician
Tesla
06.2020 - 03.2021
Mobile Service Technician
Tesla
01.2020 - 06.2020
Bachelor of Science, Applied Workplace Leadership -
Northern Michigan University
Certificate - Automotive Technology
Northern Michigan University
Certificate - Tesla Systems Repair
Tesla START