ALEJANDRINA MESA-MORALES
Sacramento,Ca
Summary
Multi-dimensional leader -Skilled in many industries -Thrive in fast paced environments, my objective is obtain a challenging position in a fast-paced team environment that will utilize my excellent time management, organizational, leadership, customer service and project management skills.
Seasoned Service Advisor with substantial experience in customer support and service management. Exude strengths in communication, problem-solving, and building rapport with diverse clientele. Proven ability to streamline processes for efficiency while ensuring high levels of customer satisfaction. Noteworthy impact made in previous roles by focusing on team collaboration and proactive issue resolution.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Advisor
Honda Motor Co
Livermore, CA
03.2022 - Current
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Maintained records of customer interactions and transactions.
- create a world-class automotive retail experience by thoughtfully assessing the wants and needs of your guests in the service department
- Greet guests, determine their needs, and coordinate vehicle repairs using CDK/Dealertrack
- Meet guests’ needs throughout the entire service process, active write-up process
- Write Repair Orders, coordinate check-in and delivery processes, build and communicate repair estimates, follow-up on the progress of repairs, and update guests regarding their service repairs.
- Contact guests regarding any changes in the estimate or promise time, explain cost and time requirements in detail, and obtain proper authorization before any additional repairs are performed
- Advise guests on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus (MOC/ BG)
Commitment to excellent guest experience – on the phone/email, in the store, and after purchase. - Meet departmental goals by meeting national CSI.
- Manage the administration, tracking and follow-up required to stay current on warranty, receivables, and service contracts.
- Inspect and maintain the cleanliness, organization, and appearance of all service areas in accordance with state and federal OSHA laws to ensure a safe environment for employees.
- Hold daily and monthly staff meetings as required covering key information.
- Receive, communicate, and hold staff accountable to policy and procedure requirements and updates.
- Complete service department reporting and month-end procedures on time.
- Developed strong relationships with customers by providing exceptional customer service.
- Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
- Mentored junior team members and managed employee relationships.
Senior Client Tech Analyst III/ Training Consultant III/Account Executive II
CDK Global/AVRS Inc/Elead CRM
03.2012 - Current
- Created training material for support team in multiple states CA,WI,FL
- Used blended learning models ex: Live labs (live interaction with registration services and dealers
- Role playing, trained multiple tier levels of customer service representatives internal and Account Executive in the field via onsite or remotely
- AB516 (Electronic Report Of Sales/ Temporary License Plate) training for CA regulations interaction with internal staff and Tier 1 dealers
- Nationally recognized for retaining multiple millionaire tier 1 accounts
- Analyzed training needs to develop new training programs and modify and improve existing programs
- Developed instructional materials and products to support new technology adoption
- Providing training and staff development programs for DMS(CDK) integration, used knowledge of the effectiveness of methods such as classroom training, demonstrations, on- the-job training, meetings, conferences, computer-based trainings and seminars
- Performed one-on-ones and/ classroom environment training to ensure system utilization and high client satisfaction for BPA/DMS/CRM clients
- Performed training both in person and remotely on quality assurance to improve and/or maintain skill sets on DMV processing and customer service soft skills
- Lead internal team members via Sales Force/vision/clarify, phone, email and IM to escalate system and client issues
- Worked on special project manager as assigned by Manager/Supervisor
- Mentor team members to improve the departments overall success and client satisfaction
- Perform initial onsite and web-based product training for customers via Summary
- Present additional product training for existing users in order to drive product utilization
- Administrative tasks: recording activities and maintaining current status of weekly call volumes
- Maintain knowledge of standard operation procedures and company practices
- Perform follow-up calls to customers regarding escalations
- Assessed client's current workflow and develop process change plans in order to incorporate AVRS applications into client's current operating process
- Audit DMV paperwork for clients; Resolve client technical inquiries
BPA Auditor/DMV Trainer, BPA Auditor/Trainer
American Driving Record
01.2008 - 01.2013
- For DMV transactions
- Manual audited DMV transaction from many second line business partners that are connection to DMV database
- Proficiency in the use of Microsoft Excel, Word and PowerPoint
- Trained as a Lead for all ADR clients on all products we offered such as renewals, transfers, non-resident, salvage, transfer of legal owners and many other DMV transactions
- Provide prompt, courteous and comprehensive phone, e-mail and other technical support services on all ADR software products
- Setup, train and activate ADR customers quickly and efficiently, coordinate and lead product demos for web-based meetings
- Manage customer files and produce reports from motor vehicle reports
- Sweep accounts for ACH payments
Customer Service Lead
FDI Collateral Management
02.2005 - 12.2008
- Provide customers with information related to vehicle titling and registration process
- Responsible for providing first tier high level customer support via incoming and outgoing calls 90% of the day
- Receive computer-based faxes Handle incoming mail and distributing documents
- Provide customer with information related to vehicle titling and registration processes
- Maintain a daily work log in order to capture all work-related activities
- Achieve or exceed telephone quality assurance monitoring standards based upon departmental goals
- Exceed minimum requirements for metric states monthly
Education
L.I.T - Business Communications/ Leaders in Training
University of Seattle
10-2023
MBA - Business
Solano Community College
02-2023
High School Diploma -
Waiakea High School
Skills
- Customer Retention Strategies
- De-escalation Techniques
- Courteous with Strong Service Mindset
- Upselling Products and Services
- CRM Software
- Understanding Customer Needs
- Upbeat and Positive Personality
- Customer Account Management
- Issue and Complaint Resolution
- Process Improvement
- Excellent Attention to Detail
- Computer Proficiency
- Proficiency in the use of Microsoft Excel
- Proficiency in the use of Microsoft Word
- Proficiency in the use of Microsoft PowerPoint
- Customer Retention
- Customer Relationship Management
- Customer consulting
- Repair Quality Inspections
Certification
- BPA/CRM
- CDK Global - 2015
References
Excellent references available upon request.
References
References available upon request.
Timeline
Service Advisor
Honda Motor Co
03.2022 - Current
Senior Client Tech Analyst III/ Training Consultant III/Account Executive II
CDK Global/AVRS Inc/Elead CRM
03.2012 - Current
BPA Auditor/DMV Trainer, BPA Auditor/Trainer
American Driving Record
01.2008 - 01.2013
Customer Service Lead
FDI Collateral Management
02.2005 - 12.2008
L.I.T - Business Communications/ Leaders in Training
University of Seattle
MBA - Business
Solano Community College
High School Diploma -
Waiakea High School
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