April Newsome
Thomson,GA
Summary
I have been service advising since 2007. I am great with customer service organization and keeping customers updated throughout the repair process. I also can do warranty filing and submitting.
Personable and dedicated Customer Service Representative with extensive experience in [Type] 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.
Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in [Type] regulations and procedures.
Motivated individual promoting well-rounded skill set including [Skill] and [Skill]. Always ready and willing to pitch in and perform above expectations. Currently pursuing Service Advisor position within [Type] vertical sector.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Outgoing [Type] student pursuing flexible part-time employment with weekend and evening shift options.
Overview
24
24
years of professional experience
Work History
Service Advisor
Thomson CDJRF
Thomson, Georgia
06.2017 - Current
- Took special orders in person and over telephone, generating additional revenue every month.
- Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
- Strengthened customer retention by offering discount options.
- Researched coverages under warranties and determined requirements for coverage.
- Ensured that all customer inquiries were handled promptly and accurately.
- Promoted available products and services to customers during service, account management and order calls.
- Mentored junior team members and managed employee relationships.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Documented and scoped actions taken to resolve issues after service calls.
- Examined records and papers to verify warranty and service contract coverage.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Followed up with existing customers regarding past services performed on their vehicles.
- Participated in ongoing training activities related to automotive technology advancements.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Determined accurate prices for [Type] customer services, consistently searching for deals and best prices.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
Service Manager
Tim’s Tire
Thomson, Georgia
04.2007 - 06.2017
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Created detailed reports on service activities for senior management review.
- Performed root cause analysis on recurring problems encountered by customers.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Collaborated with customers to offer solutions to service needs.
- Analyzed business performance data and forecasted business results for upper management.
- Created employee work schedules to keep shifts properly staffed.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Trained new employees on the use of customer relationship management software systems.
- Resolved customer complaints in a timely manner.
- Assigned work and monitored performance of project personnel.
- Motivated and supported employees to maintain low turnover.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Adhered to customer service standards to foster satisfaction and retention.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Created written estimates and obtained customer consent to proceed.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Identified needs of customers promptly and efficiently.
Server
Waffle House
Thomson, Georgia
06.2000 - 05.2007
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Cleaned tables and chairs to prepare dining area for next customers.
- Provided exceptional service to high volume of daily customers.
- Filled condiments and napkin containers during slack periods.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Greeted customers, answered questions and recommended specials to increase profits.
- Presented menus to patrons to answer questions about offered items and make suitable recommendations.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Prepared drinks according to standard recipes.
- Accurately recorded orders on cash register and point-of-sale system.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Served food and beverages to patrons and confirmed complete orders.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Upheld high standards of sanitation in accordance with health department regulations.
- Checked food before serving it to customers.
- Addressed complaints to kitchen staff and served replacement items.
- Assisted in training new servers.
- Took orders from customers accurately and in a timely manner.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Conducted regular inventory checks to maintain adequate levels of necessary supplies.
- Provided excellent customer service to ensure satisfaction.
- Greeted guests and provided menus.
- Set up tables in between patrons to reduce wait times.
Education
High School Diploma -
Gibbs High School St. Petersburg Florida
St. Petersburg, FL06-1994
Skills
- Technical Support
- Price Quoting
- Customer Retention
- Computer Skills
- Repairs Scheduling
- Documentation and Reporting
- Quality Control
- Service Estimates
- Service Recommendations
- Cost Estimation
- Data Entry
- Attention to Detail
- Warranty Claims Process Management
- Multitasking and Organization
- Listening Skills
- Records Maintenance
- Sales Expertise
- Repair Quality Inspections
- Handling Customer Complaints
- Complaint Resolution
- Team Collaboration
- Excellent Communication
- Workflow Management
- Work Order Interpretation
- Quality Inspection
- Customer Consulting
- Service Order Flow
- Customer Relationship Management
Timeline
Service Advisor
Thomson CDJRF
06.2017 - Current
Service Manager
Tim’s Tire
04.2007 - 06.2017
Server
Waffle House
06.2000 - 05.2007
High School Diploma -
Gibbs High School St. Petersburg Florida