Andrea Tercero
Ave Maria,FL
Summary
Dedicated Manager's Assistant with 14 years of experience taking responsibility for various administrative and managerial tasks to keep operations running smoothly. Well-versed in coordinating service operations and monitoring and maintaining inventory.
Overview
19
19
years of professional experience
Work History
Service Advisor
Morgan Auto Group Naples Mazda
01.2023 - 04.2024
- 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.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Streamlined internal communication, ensuring accurate and up-to-date schedule information for all team members.
- Managed last-minute schedule changes with minimal disruption to daily operations or customer service levels.
- Worked effectively in fast-paced environments.
- Contributed to developing standard operating procedures for the payroll department to promote continuity and structure across the organization.
Assistant Service Manager/ HR Store Assistant
Morgan Auto Group Naples CDJR And Naples Mazda
02.2014 - 01.2022
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Remained calm and composed in tense situations involving angry or upset customers.
- Assisted with inventory control measures such as cycle counts, physical inventories, and reconciling discrepancies in stock records.
- Operated POS system to process payments and provide receipts.
- Handled escalated customer issues, negotiating resolutions that balanced the needs of the store and the individual client.
- Managed efficient cash register operations.
- Participated in weekly team meetings to discuss store performance metrics, upcoming promotions, and employee schedules or responsibilities adjustments if needed.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Increased store efficiency by maintaining accurate inventory records and restocking merchandise as needed.
- Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
- Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
- Collaborated closely with department heads in executing strategic workforce planning initiatives that aligned human capital resources with company goals.
- Ensured legal compliance with labor laws by conducting regular audits and updating policies as necessary.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
BDC Manager/ Leasing Coordinator/ New and Used Inv
Morgan Auto Group Naples CDJR And Naples Mazda
08.2009 - 02.2014
- Increased sales leads by implementing targeted marketing campaigns and strategic outreach efforts.
- Engaged with internet customers and scheduled appointments electronically for added customer convenience.
- Incorporated scripts to encourage uniform communication when scheduling sales and service appointments.
- Ensured compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Optimized lead management processes to ensure timely follow-ups and increased conversion rates.
- Implemented data-driven decision-making practices, utilizing key performance indicators to guide strategic planning efforts for the BDC department.
- Reduced staff turnover rates through effective hiring practices focused on selecting candidates well-suited for the demands of the BDC manager role.
- Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
- Managed leasing documentation, including lease agreements, addendums, and move-in/move-out forms, ensuring accuracy and compliance with local regulations.
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
Senior Receptionist
Animal Life Veterinary Center
03.2008 - 01.2009
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled complaints and questions, and re-directed calls to other team members.
- Kept reception area clean and neat to give visitors positive first impression.
- Acted as first point of contact and set appointments for prospective clients.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Improved client relations through effective communication and education on pet health needs.
Senior Relationship Manager
Humane Society Naples
06.2005 - 10.2007
- Established strong referral networks with internal partners such as commercial banking, private banking, and wealth management teams to identify potential new clients.
- Streamlined processes for increased efficiency within the team, resulting in improved response times to client inquiries and requests.
- Ensured compliance with all relevant regulations by adhering to established policies and procedures in all aspects of the role.
- Enhanced team performance by mentoring junior relationship managers on best practices in client service, sales techniques, and product knowledge.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Improved patient care by assisting veterinarians in diagnosing and treating animals.
- Enhanced client satisfaction by providing compassionate care for pets during their appointments.
- Administered medications and vaccinations to animals under the supervision of a veterinarian, ensuring proper dosage and administration techniques.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
- Contributed to team success by supporting colleagues when needed during emergencies or critical cases requiring additional assistance.
- Monitored post-operative recovery processes for surgical patients closely to detect any complications early enough for prompt intervention.
- Created and updated regular inventory reports and records.
- Analyzed inventory data to identify and address stock discrepancies.
Education
BBA - Business Administration
Strayer University
Washington, DC06.2019
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Customer service focus
- Staff Training and Development
- Technical knowledge
- Schedule Coordination
- Employee Relations
- Human resources records
- Benefits Administration
- Market strategies
- Performance Evaluation
Additional Information
Application use;
- Reynolds
- Tsd application
- Mazda One
- Dealer Connect
- Cash Pro
- My Karma
- True Video
- Microsoft Office
- Microsoft Excel
- Microsoft PowerPoint
- Abode Reader
- Client racks
- AviMark
Timeline
Service Advisor
Morgan Auto Group Naples Mazda
01.2023 - 04.2024
Assistant Service Manager/ HR Store Assistant
Morgan Auto Group Naples CDJR And Naples Mazda
02.2014 - 01.2022
BDC Manager/ Leasing Coordinator/ New and Used Inv
Morgan Auto Group Naples CDJR And Naples Mazda
08.2009 - 02.2014
Senior Receptionist
Animal Life Veterinary Center
03.2008 - 01.2009
Senior Relationship Manager
Humane Society Naples
06.2005 - 10.2007
BBA - Business Administration
Strayer University
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