ANDREW COOPER
TAYLOR,TX
Summary
I am a focused, hard working and adaptable employee. I excell at building relationships across teams, and with group-wide departments, contractors, and clients.
I am thorough and process focused with sharp attention to accuracy.
Possessing extensive technical mechanical and diagnostic experience.
Decade-long client loyalty and strong subcontractor liaisons produce consistent quality service reviews.
Experienced with creating and promoting rich brand culture through exceptional customer service interactions .
Overview
27
27
years of professional experience
Work History
Lead Service Advisor
BMW Motorcycles Of Austin
10.2014 - Current
- Created and implemented standardized repair order format for consistent quality
- Learned and utilized BMW proprietary service application for maximum accuracy
- Worked closely with subcontractor to properly codify warranty claims for increased revenue and fewer denials
- Built unique understanding of each technician's process and provided prediagnostic for optimized workflow
- Managed upwards of 60 ongoing repair orders at a time.
- Facilitated work throughput by assigning jobs, tracking repair status, and coordinating schedules
- Adapted to bottlenecks filling in for job roles to maintain timelines
- Created inviting atmosphere in client facing spaces to promote comfortable wait for vehicles completion
- Developed strong relationships with clients, fostering trust and loyalty to business by maintaining high level of product knowledge, enabling informed recommendations to customers on maintenance and performance upgrades.
- Resolved complex customer complaints, restoring client confidence in company's ability to provide exceptional service.
- Collaborated with technicians to diagnose vehicle issues accurately, resulting in reduced repair times.
Assistant Manager
Starbucks
01.2006 - 02.2012
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies
- Mentored junior staff members in their professional development by offering guidance/support in assigned roles
- Assisted in recruiting, interviewing, hiring, and onboarding new employees to maintain optimal staffing levels
- Developed strong working relationships with staff, fostering a positive work environment
- Managed inventory levels to minimize stockouts while reducing overhead costs
- Increased sales through effective merchandising strategies and targeted promotions
- Planned schedules and delegated assignments to meet coverage and service demands to align coverage with forecasted demands
- Supervised day-to-day operations to meet performance, quality, and service expectations
- Opened and closed locations and monitored shift changes to uphold successful operations strategies and maximize business success
Operations Systems Auditor
NOAA Satellite Operations
06.1997 - 07.2000
- Carried out targeted audits on changes and updates to dev mission control prior to toggling it to live mission control for all GOES and POES satellites
- Managed data entry and organization for Satelite Operations Control fault and error reporting for over ten satellites and control center
- Worked closely with control center operations for both NOAA and the Defense Meteorological Satellite Program to escalate critical failure reports
- Maintained data and communications within guidelines for the US Government Secret Security Clearance
Education
Certified Level 1 BMW & Red Level Honda Technican - BMW Motorrad And Honda Powersports Programs
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
Phoenix, AZ04.2011
Bachelor of Arts (Incomplete) - Art / Art History, French / Russian Language
University of Maryland - Baltimore County
Baltimore, MD2003
Skills
- Active Listening/Critical Thinking/Problem-Solving
- Excellent Written and Interpersonal Skills
- Experience with Google Workspace and Microsoft Office Suite
- Excellent Customer Service
- Workflow and Claims Process Management
- Flexible and Adaptable with Attention to Detail
- Technical knowledge
- Vehicle inspection and assessment
- Mechanical Diagnostics and Troubleshooting
- Brand representation
- Coordination with Service Team
Languages
English
German
French
Spanish
Timeline
Lead Service Advisor
BMW Motorcycles Of Austin
10.2014 - Current
Assistant Manager
Starbucks
01.2006 - 02.2012
Operations Systems Auditor
NOAA Satellite Operations
06.1997 - 07.2000
Certified Level 1 BMW & Red Level Honda Technican - BMW Motorrad And Honda Powersports Programs
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
Bachelor of Arts (Incomplete) - Art / Art History, French / Russian Language
University of Maryland - Baltimore County
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