Brad Lansdale
Haslett,MI
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice, and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Knowledgeable and dedicated customer service professional with extensive experience in the automotive dealership industry. Solid team player with 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Service Advisor
Lafontaine Chrysler Dodge Jeep Ram Fiat Of Lansing
6131 S Pennsylvania Ave Lansing Mi 48911
10.2023 - 02.2024
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Suggested additional services to customers in order to meet upsell goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Documented problems and corrective actions to maintain records.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Implemented and developed customer service training processes.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Service Manager
Genthe CDJR Of Saline
900 W Michigan Ave Saline Mi 48176
08.2023 - 10.2023
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
Service Manager
Lafontaine CDJR Of Saline
900 W Michigan Ave Saline Mi 48176
04.2022 - 08.2023
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
Service Advisor
Lafontaine Chrysler Dodge Jeep Ram
6131 S Pennsylvania Ave Lansing Mi 48911
06.2020 - 04.2022
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Suggested additional services to customers in order to meet upsell goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Documented problems and corrective actions to maintain records.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Implemented and developed customer service training processes.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed process improvements to enhance overall delivery of service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Managed timely and effective replacement of damaged or missing products.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Investigated and resolved accounting, service and delivery concerns.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained up-to-date knowledge of product and service changes.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Developed estimates by costing materials, supplies, and labor.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Worked effectively in fast-paced environments.
- Developed and maintained courteous and effective working relationships.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Excellent communication skills, both verbal and written.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed strong communication and organizational skills through working on group projects.
- Resolved problems, improved operations and provided exceptional service.
- Provided professional services and support in a dynamic work environment.
- Delivered services to customer locations within specific timeframes.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Service Advisor
Serra Auto Campus BMW Mercedes Benz Porsche Of Oke
2743 Jolly Rd, Okemos, MI 48864
05.2019 - 06.2020
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Suggested additional services to customers in order to meet upsell goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Documented problems and corrective actions to maintain records.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Implemented and developed customer service training processes.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed process improvements to enhance overall delivery of service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Managed timely and effective replacement of damaged or missing products.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Investigated and resolved accounting, service and delivery concerns.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained up-to-date knowledge of product and service changes.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Developed estimates by costing materials, supplies, and labor.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Worked effectively in fast-paced environments.
- Developed and maintained courteous and effective working relationships.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Excellent communication skills, both verbal and written.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed strong communication and organizational skills through working on group projects.
- Resolved problems, improved operations and provided exceptional service.
- Provided professional services and support in a dynamic work environment.
- Delivered services to customer locations within specific timeframes.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Service Advisor
Grand Ledge Ford Lincoln
6080 E Saginaw Hwy, Grand Ledge, MI 48837
08.2018 - 05.2019
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Suggested additional services to customers in order to meet upsell goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Documented problems and corrective actions to maintain records.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Implemented and developed customer service training processes.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed process improvements to enhance overall delivery of service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Responded proactively and positively to rapid change.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Managed timely and effective replacement of damaged or missing products.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Investigated and resolved accounting, service and delivery concerns.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained up-to-date knowledge of product and service changes.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Developed estimates by costing materials, supplies, and labor.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Worked effectively in fast-paced environments.
- Developed and maintained courteous and effective working relationships.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Excellent communication skills, both verbal and written.
- Cultivated interpersonal skills by building positive relationships with others.
- Developed strong communication and organizational skills through working on group projects.
- Resolved problems, improved operations and provided exceptional service.
- Provided professional services and support in a dynamic work environment.
- Delivered services to customer locations within specific timeframes.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Service Director
Spartan Auto Group Lexus Of Ann Arbor
590 Auto Mall Dr, Ann Arbor, MI 48103
01.2017 - 08.2018
- Monitored program performance and outcomes for successful delivery of services.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Identified violations, collaborated with local law enforcement to address concerns and testified in court as to details of offenses.
- Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
- Spearheaded fundraising efforts to support social and community service initiatives.
- Utilized grant writing skills to secure additional program funding.
- Championed the adoption of new technologies that streamlined workflows, improving response times without sacrificing quality or accuracy.
- Developed and implemented training programs for staff.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Wrote citations for offenders and explained procedures.
- Fostered a culture of continuous improvement within the team by encouraging open communication, collaboration, and shared learning experiences among members.
- Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
- Analyzed customer feedback data to identify trends and areas of improvement in the delivery of services provided.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
- Conducted community workshops to promote different programs and educate public on available services.
- Analyzed trends and data to inform decision-making and program development.
- Launched targeted marketing campaigns that increased brand awareness, attracting new clients and retaining existing ones.
- Implemented training programs for staff development, enhancing skills and knowledge for improved overall performance.
- Monitored market trends and competitor strategies to ensure the company''s service offerings remained competitive and relevant.
- Developed and executed strategic plans for service delivery, resulting in increased efficiency and reduced costs.
- Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Researched best practices and developed strategies to improve program outcomes.
- Actively participated in recruitment drives to select skilled candidates who contributed positively to the organization''s growth.
- Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
Service Manager
Spartan Auto Group Lexus Of Lansing
5575 S Pennsylvania Ave, Lansing, MI 48911
02.2003 - 01.2017
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
Line Worker
Delphi Automotive
Lansing, MI
05.2000 - 04.2002
- Maximized production efficiency by streamlining assembly line processes and optimizing workstation layouts.
- Reduced downtime by maintaining equipment, performing regular inspections, and promptly addressing issues.
- Ensured consistent product quality through rigorous quality control checks and adherence to company standards.
- Collaborated with team members to meet daily quotas and improve overall productivity on the line.
Customer Service Representative
Auto Value Auto Parts
East Lansing, MI
06.1998 - 05.2000
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
Okemos High School
Okemos, MI05.1997
Skills
- Merchandise Orders and Exchanges
- Project management abilities
- NetSuite ERP
- Sales Quota Achievement
- Sales expertise
- Document and Records Management
- Retail store support
- Materials Transport
- MS Office
- Regulatory Compliance
- Product Education
- LiveChat Messaging
- Call Documentation
- Sales closing
- Work Order Interpretation
- Data Entry
- Cost Estimation
- Account updating
- Following scripts
- De-Escalation Techniques
- Key holder experience
- Raiser's Edge
- Call Center Operations
- Account Updates
- POS systems expert
- Employee Coaching
- Needs Assessment
- Multi-line phone talent
- Contract Development
- Complaint Investigation
- Data Evaluation
- Repair Quality Inspections
- Billing Adjustments and Refunds
- Professional telephone demeanor
- Administrative and Office Support
- Database Management
- Salesforce CRM
- Service Order Flow
- Vehicle assessment
- Customer Data Confidentiality
- Process Improvements
- Customer Retention Strategies
- Policies and Procedures Adherence
- Clerical Support
- Report creation
- Teamwork and Collaboration
- Service Upselling
- Mechanical Aptitude
- Money handling abilities
- Customer Relationship Management (CRM)
- Product Training
- Tech-Savvy
- Data Management
- Microsoft Office
- Service standard compliance
- Customer Retention
- Price Quoting
- Account Management
- Order and Refund Processing
- Customer Relationship Management
- Brand representation
- Strong Work Ethic
- Service Estimates
- Oracle EnterpriseOne
- Customer Account Management
- Warranty Claims Process Management
- Eglish Fluency
- Repairs Scheduling
- Quality Control
- Office equipment proficiency
- Training development aptitude
- Cross-Functional Collaboration
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Order documentation
- Performance Goals
- Conflict Resolution
- Progress Reporting
- Data Processing
- Store maintenance
- Product Knowledge
- Transaction Processing
- Records oversight
- System implementation
- Warehousing functions
- Receiving support
- Process Improvement
- Team Collaboration
- Work Prioritization
- Documentation And Reporting
- Attention to Detail
- Stock management
- Quality Inspection
- Order Fulfillment
- Complaint resolution
- Direct Sales
- Call Metrics
- Customer Service
Accomplishments
- Supervised team of 23 staff members.
- Achieved Master Certified Service Manager by completing all courses at University of Toyota with accuracy and efficiency.
Certification
- Certified Master Service Manager , Lexus of Lansing - 2016
- Certified Service Advisor Ford Motor Company
- Certified Service Advisor BMW
- Certified Service Advisor Mercedes Benz
- Certified Service Advisor Porsche
- Certified Service Advisor Jeep
- Certified Service Advisor Chrysler Dodge Jeep Ram
- Certified Jeep Wagoneer Champion
- Michelin Tire Champion
Timeline
Service Advisor
Lafontaine Chrysler Dodge Jeep Ram Fiat Of Lansing
10.2023 - 02.2024
Service Manager
Genthe CDJR Of Saline
08.2023 - 10.2023
Service Manager
Lafontaine CDJR Of Saline
04.2022 - 08.2023
Service Advisor
Lafontaine Chrysler Dodge Jeep Ram
06.2020 - 04.2022
Service Advisor
Serra Auto Campus BMW Mercedes Benz Porsche Of Oke
05.2019 - 06.2020
Service Advisor
Grand Ledge Ford Lincoln
08.2018 - 05.2019
Service Director
Spartan Auto Group Lexus Of Ann Arbor
01.2017 - 08.2018
Service Manager
Spartan Auto Group Lexus Of Lansing
02.2003 - 01.2017
Line Worker
Delphi Automotive
05.2000 - 04.2002
Customer Service Representative
Auto Value Auto Parts
06.1998 - 05.2000
High School Diploma -
Okemos High School