Matt Adkins
Bettendorf,IA
Summary
Customer-focused Service Writer with expertise in relationship management, conflict resolution, and sales promotion. Enhanced customer satisfaction and fostered repeat business through effective communication and problem-solving. Familiar with the 4473 process from 1998-2000, ensuring accuracy in handwritten forms and effective communication via call-in submissions.
Overview
1
1
Language
15
15
years of professional experience
Work History
Service Writer
Automotive Resources
Santa Fe, New Mexico
08.2019 - 09.2025
- Coordinated communication between customers and technicians regarding service updates.
- Provided detailed estimates for repair services based on customer needs.
- Conferred with customers to understand service needs and write up accurate orders.
- Resolved customer complaints regarding service quality or billing issues, enhancing customer satisfaction and loyalty.
- Communicated repair information to customers in a professional manner.
- Maintained accurate records of service history and customer interactions.
- Reviewed work orders with technicians, ensured accuracy of labor times and parts costs.
- Developed strong relationships with clients, resulting in improved service satisfaction and repeat business.
- Arranged service appointments to optimize technician schedules and enhance customer satisfaction. and ensured timely follow-up with clients.
- Discussed options with customers, helping each make optimal choices for individual needs.
- Promoted add-on services, contributing to increased department revenue through higher average bills.
- Scheduled appointments for customers based on technician availability.
- Scheduled and coordinated work for many customers each day in fast-paced setting.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Advised customers on preventative maintenance schedules for their vehicles based on manufacturer recommendations.
- Interfaced with technicians, parts department and managers to stay on top of availability and service procedures.
- Assisted technicians in locating parts from vendors when needed for specific jobs.
- Tracked warranty claims related to customer repairs and submitted necessary documentation to manufacturers.
- Presented accurate estimates to inform customers of service charges and expectations.
- Created detailed invoices for each job completed which included labor charges, parts costs, taxes, fees.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prevented key account losses by researching discrepancies and correcting problems.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Surpassed sales goals through implementation of successful marketing strategies.
- Updated system with order specifics and customer details, preferences, and billing information.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Updated system with order specifics and customer details, preferences, and billing information.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
Restaurant Owner
Cafe
Santa Fe, New Mexico
01.2011 - 07.2019
- Led daily operations of restaurant, ensuring seamless service delivery and adherence to quality standards.
- Developed menu items from customer feedback to enhance customer satisfaction and attract more patrons.
- Trained staff in food preparation and sanitation practices to uphold service excellence.
- Implemented catering services, accommodating client requests to broaden offerings.
- Executed marketing initiatives to boost café visibility and engagement in local community.
- Addressed and resolved customer complaints promptly to enhance loyalty.
- Maintained cleanliness across foodservice areas to meet health regulations consistently.
- Negotiated favorable contracts with suppliers to ensure quality ingredients and cost-effective purchasing.
Education
Bachelor of Science - Recreation, Parks, And Tourism Administration
Western Illinois University
Macomb, IL12-1994
Skills
- Repair estimation
- Claim management
- Estimating costs
- Repair order management
- Appointment scheduling
- Service upselling
- Client relationship management
- Conflict resolution
- Effective communication
- Quality assurance
- Detail orientation
- Problem solving
Languages
Spanish
Limited
Timeline
Service Writer
Automotive Resources
08.2019 - 09.2025
Restaurant Owner
Cafe
01.2011 - 07.2019
Bachelor of Science - Recreation, Parks, And Tourism Administration
Western Illinois University