Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

ANDREW ALLEN

Maplewood

Summary


Professional in automotive service industry with proven expertise in managing customer interactions, diagnosing vehicle issues, and coordinating repairs. Strong focus on teamwork and delivering results ensures reliability and adaptability in dynamic environments. Skilled in communication, problem-solving, and technical understanding of automotive systems. Known for fostering collaborative relationships and driving customer satisfaction.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Service Advisor/Shop Manager

Foley CAT
03.2022 - Current
  • Provided detailed product and service information to customers, enhancing their understanding of equipment options.
  • Addressed customer inquiries and concerns promptly, ensuring high levels of satisfaction and loyalty.
  • Coordinated service appointments, optimizing workflow and resource allocation for technicians.
  • Managed warranty claims processes, ensuring compliance with company policies and timely resolutions.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.


  • Maintained a clean, safe, and inviting store environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
  • Developed and implemented maintenance schedules, enhancing equipment reliability and performance.
  • Collaborated with other departments to coordinate maintenance activities and minimize downtime.
  • Managed warranty claims process, ensuring timely resolution and adherence to company policies.
  • Developed and maintained documentation for service procedures, enhancing team efficiency.

Service Writer / Sales Advisor

TRUCK KING INTL
10.2016 - Current
  • Evaluation of operational processes for efficiencies and possible improvement e.g. Vehicle Intake Process:
  • Took a paper-based intake process and developed the requirements for a digital tablet-based solution
  • Resulted in productivity improvement and lower OpEx
  • Quality Control Gate management
  • Rolled out digital based diagnosis and reporting tool for technicians to properly service and maintain fleet and rental vehicles. Achieved through module enablement of SaaS based tablet-base application
  • Prioritize required services and curate options for the customer.
  • Revenue focused prioritization during market trends e.g. During COVID19 the priority was to focus on food related fleet availability to ensure market demand was met specifically for the food services
  • Document service record and ask track follow-ups for future service considerations.
  • This results in preventative outages resulting in lower operational costs by proactively remediating issues at early stage
  • Responsible for managing customer expectations and business relationships by proactively informing customers of incident management, service management, and possible change orders.
  • Act as Service Trusted Advisor for the delivery of the vehicle upon completion to ensure all customer concerns and expectations are addressed or met.
  • Client executive responsible for managing existing relationships and development of new relationships to foster loyalty and return business.
  • Execute exceptional service initiatives through product knowledge by training customers on product features like lift gate operations and adaptive sensors.
  • Manage the lifecycle of the vehicle from inception to decommissioning part of the responsibility is to ensure vehicle warranties and extended warranties are current.
  • Manage the process for warranty claims and verification of remediation (incident management)
  • Manage payroll/timesheets and staff hours for proper resource allocation.
  • Ensure payment is correct against vacations, allocated hours, etc.
  • Service Advisor

Sansone Toyota
02.2014 - 01.2016
  • Create a positive experience for first time and repeat customers.
  • Serve as liaison between tech staff and customers.
  • Assist and educate customers on recommended, required and scheduled vehicle maintenance.
  • Receive and create work orders for new inventory cars for PDI’s.
  • Assist the Call Center with customers inquiries related to Service.
  • Responsible for service estimates, selling service tickets, and improving customer relations
  • Cultivate service technician knowledge to drive sales and services level performance CSI
  • Authorized to assist customers to resolve escalated issues.
  • Process Warranty Tire Claims.

Sales Associate/Service Manager

Firestone Complete Autocare
11.2007 - 12.2009
  • Created positive experience for first time and current customers.
  • Responsible for monthly safety audits in accordance with OSHA regulations.
  • Supervise tech productivity and delegate work orders accordingly.
  • Responsible for 20% of the store's monthly sales accounting for over $20,000 in monthly revenue
  • Responsible for creating service estimates, selling service tickets, and improving customer relations
  • Promoted the benefits and services of Firestone Complete AutoCare.
  • Assisted in daily operations, i.e.: updating bank logs, filing daily work orders, closing out end-of-day reports, Payroll

Network Real Estate Coordinator

Verizon Wireless
10.2001 - 01.2007
  • Responsibilities included dealing with leases for new VZW cell towers.
  • Main POC for landlords and Real Estate Managers dealing with contractual issues.
  • Abstracted nationwide lease agreements into Verizon’s databases of record to ensure rental terms, insurance language and other pertinent contractual obligations were met.
  • Frequently participated in training and development programs.
  • Administered special projects outside of normal job scope, such as accounts receivables, reconciliation, financial and insurance audits, to ensure accurate data flowed throughout cross-functional teams.
  • Quarterbacked support initiatives for property management strategy and nationwide real estate managers.

Sr. Technical Support Representative

Verizon Wireless
10.2000 - 10.2001
  • Ensured technical support objectives were achieved, while optimizing productivity and efficiency within the team.
  • Effective team leader, promoting a positive attitude and focus on quality.
  • Focused on accuracy and quality to ensure optimal service is provided to VZW customers.
  • Provided technical troubleshooting assistance to customer via phone daily.
  • Assisted and educated customers with their wireless equipment and features.

Education

High school or equivalent - Computer and Electrical Engineering

Dover Business College (Berkeley College)
01.1994

Skills

  • Leadership, Sales, Technical Support, Customer Service, Operations, Cost Optimization, Digital Transformation, Preventative Maintenance, Process Discovery, Process Quantification, Incident Management, Change Management, Service Management, Product Knowledge
  • Customer service
  • Computer skills
  • Multitasking and organization
  • Vehicle assessment
  • Strong work ethic
  • Service estimates
  • Excellent communication
  • Listening skills
  • Attention to detail

Accomplishments

  • Used Microsoft Excel to develop shop repair tracking spreadsheets.
  • Used Microsoft Excel to develop Warranty Service Letter tracking spreadsheets
  • Collaborated with team of 4 in the development of Service Letter tracking and completion.
  • Supervised team of 5 staff members.

Certification

  • First Aid - 8/22/24-8/22/26

Timeline

Service Advisor/Shop Manager

Foley CAT
03.2022 - Current

Service Writer / Sales Advisor

TRUCK KING INTL
10.2016 - Current

Sansone Toyota
02.2014 - 01.2016

Sales Associate/Service Manager

Firestone Complete Autocare
11.2007 - 12.2009

Network Real Estate Coordinator

Verizon Wireless
10.2001 - 01.2007

Sr. Technical Support Representative

Verizon Wireless
10.2000 - 10.2001

High school or equivalent - Computer and Electrical Engineering

Dover Business College (Berkeley College)

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