Ben Hicks
La Vergne,TN
Summary
Experienced Automotive Service Writer with over 30 years of experience in the automotive repair industry. Excellent reputation for resolving problems and improving customer satisfaction. Knowledgeable and dedicated customer service professional with extensive experience in the automotive industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization while consistently building annual sales.
Overview
18
18
years of professional experience
Work History
Automotive Service Writer/ Office Manager
Transmission Masters
08.2015 - 05.2024
- Multiplied earnings through meeting sales goals, customer service improvements and commitment to team objectives.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints through professional, timely and accurate communication.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
- Monitored technician performance metrics to identify areas for improvement or commendation within the team environment.
- Assisted in boosting profit margins with up-selling additional services when appropriate to meet customer needs.
- Contributed to inventory management processes by monitoring stock levels of parts and supplies needed for repairs or maintenance tasks.
- Answered service department phone and responded promptly to questions and messages.
Customer Relations Manager
Music City Repair
05.2014 - 08.2015
- Managed customer relations on ongoing basis to maximize customer retention.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Commercial Account Manager
Advance Auto Parts
09.2006 - 05.2014
- Coordinated product demonstrations and presentations for prospective clients, showcasing the value proposition effectively.
- Managed client risk exposure and coordinated services for development, retention and rounding of accounts.
- Prepared orders and issued binders, proofs of insurance and endorsements for delivery to clients.
- Assisted in the development of marketing materials, enhancing brand visibility within the target market segment.
- Identified cross-selling opportunities within existing accounts by staying current on additional product offerings available from the company.
- Facilitated smooth transitions during client onboarding, ensuring all necessary documentation was completed accurately and submitted in a timely manner.
- Maintained detailed records of each account, documenting interactions, transactions, correspondence, agreements, and related information for easy access by team members as needed.
- Streamlined account management processes for improved efficiency and higher revenue generation.
- Increased client satisfaction by developing and maintaining strong relationships with key decisionmakers.
- Maintained required data in agency management system to follow corporate guidelines.
- Processed daily mail, email and phone calls from customers and producers to generate new business.
Education
High School Diploma -
Campbell County Comprehensive High School
Jacksboro, TN12.1995
Skills
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Verbal and Written Communication
- Creative Problem Solving
- Customer Account Management
- Multitasking and Prioritization
- Customer Retention Strategies
- De-escalation Techniques
- Order and Refund Processing
- Data Entry and Maintenance
- Customer Data Confidentiality
- Administrative and Office Support
- Complex Product Knowledge
- Promoting Brand and Company Identity
- Inter-Department Collaboration
- Service Scheduling
- Estimating costs
- Automotive systems understanding
- Vehicle inspection knowledge
- Repair order management
- Technical automotive knowledge
- Product and service knowledge
- Invoice Verification
- Time management abilities
- Microsoft Office
- Decision-Making
- Reliability
- Analytical Thinking
- Task Prioritization
- Proactive Self-Starter
- Database Management
- Inventory Management
- Invoice Preparation and Processing
- Billing Adjustments and Refunds
Timeline
Automotive Service Writer/ Office Manager
Transmission Masters
08.2015 - 05.2024
Customer Relations Manager
Music City Repair
05.2014 - 08.2015
Commercial Account Manager
Advance Auto Parts
09.2006 - 05.2014
High School Diploma -
Campbell County Comprehensive High School
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