Amber Rogers

• Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
• Assisted customers with inquiries, providing accurate information on services and repairs.
• Processed service orders using specialized auto repair software, ensuring timely updates for clients.
• Maintained organized records of customer interactions, improving response time for future inquiries.
• Monitored inventory levels of automotive parts, bulk products, and shop supplies, aiding in effective supply management. This included delivering parts to the appropriate tech, and verifying arrival on our shop Daily Planner. Often, went above expected tasks by providing courier support, ensuring parts from vendors who were unable to deliver, to ensure timely project completion.
• In regards to inventory, I was tasked with periodically comparing shopping and negotiating better costs for bulk products and shop supplies.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Developed strong software knowledge for Autointegrate and Holman Fleet Management, allowing me to create accurate work orders, sales, and timely delivery for our fleet customers.
• Processed all the labor claim warranties through different parts vendors, ensuring the shop was appropriately reimbursed for warranty repairs.
• Managed the AAA Portal for our shop, accepting tows, monitoring the progress and updating the portal, and finalizing the repair orders in the portal.
• Developed strong software knowledge of the Napa Tracs shop management software, along with the Add On Services Bolt On, Mitchell Labor Guide, Partstech, and Prodemand. aiding me in creating accurate estimates for clients and finding parts needed for repairs promptly.
• Provided Shuttle Service to clients to home or work, to help ensure the difficulty of car repairs was not an inconvenience.
• Often was tasked with test driving vehicles post repair to ensure proper repairs were made. As well as test driving vehicles in order to duplicate client concerns.
• Provided light housekeeping services including cleaning breakroom, client restroom, and client Lobby.
• Many times, I was tasked with making a homemade meal for the shop for our weekly lunch meetings.
• Many other reasonable on demand tasks as requested.
• Always available to offer support to the newly hired Service Advisors if and when they were stuck on a task. Also at times offered back up Service Advisor help with percentage compensation.

• I was given the honor to assist the product and systems creator from Schaefer Autobody pull the glass company up to its feet, and finally take off running. Within a year, we became very competitive with other local and nationally known glass replacement shops.
• Advised customers on auto glass repair and replacement needs.
• Worked closely with Lynx Services and Safelite Solutions networks to file insurance claims for the repairs.
• Managed client inquiries, providing timely and accurate information regarding services and costs.
• Collaborated with technicians to ensure compliance with safety standards and quality assurance procedures.
• Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
• Streamlined customer follow-up processes, increasing engagement and repeat business opportunities.
• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
• Developed strong relationships with clients through regular communication and excellent customer service.
• Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
• Managed product ordering and returns, daily.
• Provided courier support to deliver glass parts for SOS Autoglass and Schaefer Autobody to ensure timely completion of repairs.
• Installed and familiarized new business clients with SOS Autoglass appointment and quote request software.
• Coordinated glass replacements or pull and installs for a number of networks of autobody shops and auto dealerships.

• Managed customer inquiries and provided accurate service recommendations.
• Coordinated service scheduling to optimize workflow and minimize wait times.
• Educated customers on vehicle maintenance best practices and service options.
• Facilitated communication between technicians and customers regarding repair status.
• Developed training materials for new hires, enhancing onboarding processes and knowledge transfer.
• Implemented customer feedback mechanisms to improve service delivery and satisfaction rates.
• Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
• Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
• Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
• Exceeded monthly revenue targets by promoting additional services such as maintenance packages during consultations with clients.
• Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
• Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
• Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
• Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
• Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
• Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Handled monthly accounts receivables and payables for 6 stores.
• Charted productivity reports for 6 stores.
• Assisted with interviewing applicants CSR.
• Provided onboarding and training for new CSR's, service advisors and managers across 6 stores.

Went back to school after 10 years and took the GED, scored quite well.