Summary

Overview

Work History

Education

Skills

Accomplishments

Certification

Timeline

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

years of professional experience

Certification

Work History

Service Advisor

Lafontaine Chrysler Dodge Jeep Ram Fiat Of Lansing

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

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

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

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

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

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

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

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

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

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, MI

05.1997

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

Brad Lansdale

Summary

Overview

Work History

Service Advisor

Service Manager

Service Manager

Service Advisor

Service Advisor

Service Advisor

Service Director

Service Manager

Line Worker

Customer Service Representative

Education

High School Diploma -

Skills

Accomplishments

Certification

Timeline

Service Advisor

Service Manager

Service Manager

Service Advisor

Service Advisor

Service Advisor

Service Director

Service Manager

Line Worker

Customer Service Representative

High School Diploma -

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