Amanda Anderson
Sarver,PA
Summary
At # 1 Cochran, I leveraged my expertise in customer service and vehicle assessment to exceed monthly sales targets and achieve high customer satisfaction. My strong work ethic and excellent communication skills fostered trust and loyalty, significantly enhancing customer retention. Skilled in CRM software and conflict resolution, I consistently delivered exceptional service, contributing to process improvements and team success.
Overview
11
11
years of professional experience
Work History
Service Advisor
# 1 Cochran
11.2013 - Current
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Documented problems and corrective actions to maintain records.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Sought ways to improve processes and services provided.
Education
NA - Nursing Forensic Science
Westmoreland County Community College
Youngwood, PAGen -
Highlands Senior High School
Natrona Heights, PA06.1998
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Listening Skills
- Attention to Detail
- Excellent Communication
- Service Estimates
- Service Recommendations
- Team player mentality
- Technical knowledge
- Handling Customer Complaints
- Price Quoting
- Service Scheduling
- Goal-oriented mindset
- Performance Goals
- Data Processing
- Repairs Scheduling
- Customer Relationship Management
- Documentation And Reporting
- Records Management
- Data Entry
- Customer Retention
- Warranty Claims Process Management
- Cost Estimation
- Clerical Support
- Service Order Flow
- Account Management
- Product Training
- Repair Quality Inspections
- Sales expertise
- Work Order Interpretation
- CRM Software
- Conflict Resolution
- Call Center Operations
- Relationship Building
- Problem Resolution
- Customer Relations
- Understanding Customer Needs
- Work Prioritization
- Administrative and Office Support
- Calm and Professional Under Pressure
- Service Upselling
- Sales and Upselling
- Document and Records Management
- MS Office
- Inbound Call Management
- Professional telephone demeanor
- De-Escalation Techniques
- Product Sales
- Money handling abilities
- Training development aptitude
- Data Management
- Office equipment proficiency
- Issue and Complaint Resolution
- Sales closing
- Product Knowledge
- Service standard compliance
- Needs Assessment
- Policies and Procedures Adherence
- POS systems expert
- Order documentation
- Account Updates
- Product Recommendations
- Billing Adjustments and Refunds
- Strategic sales knowledge
Timeline
Service Advisor
# 1 Cochran
11.2013 - Current
NA - Nursing Forensic Science
Westmoreland County Community College
Gen -
Highlands Senior High School