Alexander La Rosa
Percepta
MELBOURNE,FL
2
Languages
6
years of professional experience
Results-driven IVT/OTA Agent specializing in exceptional customer service and effective communication. Resolved customer issues through thorough analysis of metrics, leading to operational improvements and enhanced client satisfaction. Experienced technician in automotive repair and maintenance, demonstrating expertise in diagnostics and engine repair, while ensuring vehicles operate safely and efficiently.
Work History
IVT/OTA Agent
10 Months- Managed customer inquiries and resolved issues using CRM systems to enhance client satisfaction.
- Collaborated with team members to streamline communication processes between departments, improving response times.
- Analyzed call metrics to identify trends and recommend operational improvements for increased efficiency.
- Implemented quality assurance measures to ensure adherence to service standards across all client interactions.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Automotive Technician
4 Years 1 Month- Diagnosed vehicle issues using advanced diagnostic tools and equipment.
- Performed routine maintenance on various Honda models, ensuring optimal performance.
- Collaborated with team members to streamline repair processes and reduce turnaround times.
- Trained junior technicians on best practices for repairs and safety protocols.
- Maintained organized workstations, adhering to cleanliness and safety standards consistently.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
Education
High School Diploma
Skills
Customer service
Positive mindset
Customer care
Analytical thinking
Goal orientation
CRM management
Problem-solving skills
Clear communication
Goal-oriented mindset
Customer issue resolution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
IVT/OTA Agent
Percepta
10.2025 - CurrentRead More
Automotive Technician
Honda
01.2021 - 02.2025Read More
Gainesville Highschool
High School Diploma
Read More