Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

Amanda Ketteman

Bellevue,NE

Summary

Hardworking Customer Service Representative with years of experience working in claims, direct service, finance, and customer service. 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.

Self-assured service advisor handles array of responsibilities simultaneously and works well with different personality types. Promoting exceptional skills in customer service and issue resolution. .

Motivated individual promoting well-rounded skill set including communication and task prioritization. Always ready and willing to pitch in and perform above expectations. Currently pursuing service advisor position within vertical sector.

Poised individual with well-developed skills resulting from career spanning many years working as Service Advisor. Decisive multi-tasker with drive to take on new opportunities with great organization.

Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Service Advisor

Woodhouse
Bellevue, Nebraska
03.2022 - Current
  • Participated in ongoing training activities related to automotive technology advancements.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Prepared invoices for services rendered and collected payments from customers.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Explained the features and benefits of products or services offered by the dealership to customers.
  • Resolved customer complaints in an efficient and courteous manner.
  • Greeted customers and addressed their needs in a professional manner.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Maintained records of customer interactions and transactions.
  • Upsold additional products or services when appropriate.
  • Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
  • Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
  • Provided accurate estimates of repair costs, labor times and parts prices to customers.
  • Demonstrated knowledge of advanced diagnostic equipment used in the shop.
  • Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
  • Assisted with scheduling appointments for service work to be performed on vehicles.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Strengthened customer retention by offering discount options.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Supported sales team members to drive growth and development.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Collected deposits or payments and arranged for billing.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Mentored junior team members and managed employee relationships.
  • Oversaw warranty counseling process to manage expense controls.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Updated databases with new and modified customer data.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Excelled in exceeding daily credit card application goals.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.

Benefits Claim Specialist for STD

Mutual of Omaha
03.2019 - 03.2022
  • Provide exceptional customer service via multiple channels such as phone (to include inbound and outbound calls), written/email correspondence
  • Send Acknowledgment, Denials and Approval letters
  • Effectively respond to and resolve claims in compliance
  • Track all pending authorizations and Medical Records
  • Review outstanding requests and redirected workloads to complete claims on time
  • Can effectively read Medical Record Review and Nurse Reviews
  • Communicate verification and authorization status updates with department to facilitate decision-making for Short Term Disability coverage.
  • Processed payments accurately according to established timelines.
  • Maintained timely and accurate records of all claim activity.
  • Attended continuing education courses related to insurance regulations and best practices.
  • Participated in special projects as assigned by management team.
  • Developed effective relationships with customers through communication via phone or email.
  • Reviewed incoming claims for accuracy and completeness in accordance with policy provisions.

Service Advisor

Omaha Truck Center
Omaha, NE
11.2015 - 03.2019
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems
  • Collaborated with upper management to implement continuous improvements and exceed team goals
  • Provided excellent customer care by responding to requests, assisting with product selection and handling repairs
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Filed claims on all Warranty Repairs
  • Informed Customers of progress on vehicles and when vehicles were completed
  • Maintained hitting goals to obtain bonus
  • Gave honest feedback and responses
  • Offers expedited shipping and freight for parts
  • Wrote approximately 20-30 tickets per.
  • 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.
  • Assisted with scheduling appointments for service work to be performed on vehicles.
  • Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
  • Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
  • Explained the features and benefits of products or services offered by the dealership to customers.
  • Prepared invoices for services rendered and collected payments from customers.
  • Resolved customer complaints in an efficient and courteous manner.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Upsold additional products or services when appropriate.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
  • Participated in ongoing training activities related to automotive technology advancements.
  • Demonstrated knowledge of advanced diagnostic equipment used in the shop.
  • Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Conducted customer satisfaction surveys to identify areas for service improvement.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Collected deposits or payments and arranged for billing.
  • Updated databases with new and modified customer data.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.

Manager

The Viking Hall
Colorado Springs, Colorado
12.2013 - 11.2015
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
  • Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
  • Coordinated schedules and timelines for all events
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Coordinated with vendors to ensure timely delivery of materials for events.
  • Developed and implemented event plans, including budgets, venues, catering, décor, entertainment and special guests.
  • Ensured compliance with applicable laws and regulations related to event planning and operations.
  • Collaborated with marketing teams to create promotional materials for events.
  • Managed on-site logistics during events, such as registration set-up, audio and visual equipment setup and breakdown.
  • Researched potential locations for upcoming events.
  • Evaluated event performance metrics against established goals and objectives.
  • Monitored event budgets to ensure accuracy and efficiency in spending.
  • Assisted in developing strategies to increase attendance at events.
  • Oversaw all aspects of event production from conception through completion.
  • Provided support to attendees before, during, and after the event as needed.
  • Prepared post-event reports summarizing attendee feedback and other key metrics.
  • Maintained relationships with existing partners while cultivating new ones.
  • Negotiated contracts with suppliers to secure favorable pricing for services.
  • Acted as a liaison between clients and vendors throughout the duration of an event.
  • Organized transportation schedules for staff members working at the event.
  • Served as primary contact person responsible for responding to inquiries about events.
  • Resolved any issues that arose during the course of an event in a timely manner.
  • Organized venues, budgets, guest lists, catering and event timelines.
  • Met with potential clients to perform site inspections and give tours of facility, meeting rooms and offered activities.
  • Created detailed timelines for events based on scope of work required by each department involved in process.
  • Handled client questions and concerns via different communication channels to deliver exceptional customer service.
  • Maintained adherence to client-event requirements through delegation, prioritizing and management of production phases from concept to execution.
  • Developed relationships with vendors to facilitate quality service at competitive rates while maintaining financial responsibility within budgets.
  • Reserved space, equipment and personnel needed to facilitate events.
  • Assembled creative and innovative event attractions based on internal capabilities or outsourced to qualified vendors.
  • Attended and participated in industry events.
  • Hired and trained staff for cross-functional assignments and verified employee knowledge of specific procedures related to each event type.
  • Coached and counseled employees to reflect company service standards and procedures.
  • Led volunteer teams, providing direction and support to ensure efficient task execution and team morale.
  • Negotiated contracts with vendors, securing favorable terms and cost-effective services for event essentials.
  • Facilitated smooth on-site operations, resolving unforeseen issues promptly to avoid disruptions.
  • Coordinated with IT department to ensure reliable technology setup for presentations and virtual events.
  • Ensured compliance with health, safety, and legal regulations, minimizing risk and liability for all events.
  • Monitored event trends and competitor activities, adapting strategies to maintain competitive edge.
  • Enhanced attendee experience through meticulous attention to detail in event design and customer service protocols.
  • Conducted post-event evaluations, gathering feedback to measure success and identify areas for improvement.
  • Managed budgets, optimizing expenses to deliver high-quality events under financial constraints.
  • Designed contracts, collected fees, and booked venues for events.
  • Managed safe and smooth food delivery at banquets, conferences and social events.
  • Helped clients produce brochures, publications and event-specific materials for optimum effect.

Assistant Service Manager

Phil Long Ford
Colorado Springs, Colorado
01.2006 - 01.2014
  • Provided oversight for staff of technicians, ensuring productivity and quality standards were met.
  • Monitored technician performance and provided feedback on areas needing improvement.
  • Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
  • Conducted regular meetings with technicians to discuss progress, performance issues, and customer feedback.
  • Developed new processes to improve efficiency and effectiveness of services offered by the organization.
  • Assigned tasks to technicians based on their skill level and experience.
  • Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
  • Managed inventory levels for parts used in repairs, ordering new parts as needed.
  • Scheduled routine maintenance for equipment and vehicles used by the organization's service department.
  • Created training plans for new employees entering the service department.
  • Analyzed data from previous repair jobs to identify trends in common problems or malfunctions that could be addressed proactively.
  • Maintained relationships with vendors to ensure competitive pricing on parts and materials needed for repairs.
  • Evaluated technician performance through regular one-on-one meetings, reviews, and surveys.
  • Developed procedures for documenting customer complaints, tracking resolution efforts, and providing follow-up communication.
  • Worked closely with sales team to ensure proper warranty coverage was being applied when necessary.
  • Performed daily inspections of tools, vehicles, facilities, and other equipment used by technicians.
  • Coordinated with other departments within the organization regarding any changes or updates related to services offered.
  • Reviewed invoices from vendors and suppliers to ensure accuracy before authorizing payment.
  • Implemented safety protocols designed to protect both customers' property as well as technicians’ wellbeing during repair work.
  • Identified opportunities for cost savings within the service department while maintaining high quality of services offered.
  • Guided department employees on changes from management.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Motivated and supported employees to maintain low turnover.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Created written estimates and obtained customer consent to proceed.
  • Monitored employee performance through key metrics analysis.
  • Created employee work schedules to keep shifts properly staffed.
  • Defined department goals and monitored performance to direct and enhance daily operations.
  • Hired and trained service department staff to drive performance.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Addressed customer questions and concerns regarding products and services.
  • Managed service department budget and investigated and resolved discrepancies.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Prepared and managed the service department budget, optimizing expenses to increase profitability.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Handled customer complaints and resolved issues promptly to maintain positive relationships.
  • Implemented customer feedback mechanisms to gather insights and improve service offerings.
  • Developed and implemented service protocols to enhance operational efficiency.
  • Maintained inventory of parts and supplies, ensuring availability for service tasks.
  • Coordinated with the warranty department to process claims and provide customer support.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Utilized technology to streamline service operations and improve customer experience.
  • Conducted regular training sessions for staff on new technologies and customer service best practices.
  • Established key performance indicators (KPIs) for the service team to measure success and productivity.
  • Monitored and analyzed service metrics to identify trends and areas for improvement.
  • Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Facilitated communication between the service department and other company divisions.
  • Led the recruitment and hiring process for new service department staff.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Updated and maintained service records and documentation for compliance and quality assurance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Assigned work and monitored performance of project personnel.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Recruited and trained new employees to meet job requirements.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Created and managed budgets for travel, training, and team-building activities.
  • Implemented quality control measures to uphold company standards.

Education

High School Diploma -

Palmer High School
Colorado Springs, CO
05-1995

Skills

  • Dispute tracking
  • Claims
  • Document workflow
  • Claims review
  • Written Communication
  • Organization and Time management
  • Data management
  • Relationship-Building
  • Critical thinking
  • Detail-oriented
  • Sales expertise
  • Report preparation
  • Service advisor automotive
  • Clerical Support
  • Technical Support
  • Repairs Scheduling
  • Documentation And Reporting
  • Customer Retention
  • Cost Estimation
  • Price Quoting
  • Service Estimates
  • Customer Service
  • Data Entry
  • Computer Skills

Timeline

Service Advisor

Woodhouse
03.2022 - Current

Benefits Claim Specialist for STD

Mutual of Omaha
03.2019 - 03.2022

Service Advisor

Omaha Truck Center
11.2015 - 03.2019

Manager

The Viking Hall
12.2013 - 11.2015

Assistant Service Manager

Phil Long Ford
01.2006 - 01.2014

High School Diploma -

Palmer High School

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Amanda Ketteman