Brandon Ward
Spring Hill,FL
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.
Overview
9
9
years of professional experience
Work History
Service Advisor
Travelcamp RV
10.2022 - 10.2023
- Performed in take of customers and their issues
- Selling additional services to customers to ensure a safe vehicle
- Discussed options with customers to help meet their budget.
- Keep customers informed of the progress of the work that was being performed on their unit Via phone call or email
- Make follow up call with customers after work was completed to insure satisfactory
- Examined service history and provided initial inspection of vehicle to identify issues.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Service Writer
Green Acres Outdoor Power Equipment
04.2022 - 10.2022
- Responded to customer calls and emails to answer questions about products and services.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- perform intake of parts from our vendors and making sure that they were properly inventoried
- Order parts for customer units
Service Manager
Firestone Complete Auto Care
01.2021 - 08.2021
- Manage the day-to-day operations of the service department to ensure customers received services in a timely manner
- Assisted customers with any issues that arose from their service
- Ordered parts and general supplies
- Assign work to Techs
- Confirm accurate completion of jobs.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Manager of Tire Sales
Firestone Complete Auto Care
06.2019 - 01.2021
- Manage the day-to-day operations of the tire sales
- Requested repairs utilizing in house computer scheduling system
- Reported problems from technicians so the customer to decide on which repairs they wanted completed
- Managed the time spent on each job to ensure that proper profit margins were being met.
- Assisted customers with finding best tires for driving needs and specific vehicles.
- Merchandised tire displays and automotive products, maintaining clean and professional tire bay and waiting area.
- Recorded accurate and complete supply inventory, understanding and appropriately utilizing available special order tire programs.
- Monitored stock levels and equipment condition, ordering new stock and equipment.
- Communicated and maintained stock and appointments for industrial customers.
- Assisted with workload during times of higher volume or short staffing.
- Installed, rotated and balanced tires for automobiles and commercial light trucks.
- Developed and maintained positive relationships with product and equipment vendors.
- Observed day-to-day operations for streamlining and cost-cutting opportunities without negatively affecting employees or customers.
Service Advisor
Firestone Complete Auto Care
02.2018 - 06.2019
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested add-on services that would be helpful to customers and improve bottom line.
Store Manager
Oil Express
10.2017 - 02.2018
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Trained new employees on proper protocols and customer service standards.
Lube Technician
Oil Express
07.2017 - 10.2017
- Kept shop areas neat, clean, and free of safety hazards.
- Topped off fluids in vehicle engines to lubricate, protect, and cool engine.
- Changed oil and filters in customer vehicles and safely disposed of used oil in approved receptacles.
- Installed wiper blades and headlamps and confirmed items' functionality to promote safe vehicle operation.
- Performed tire rotations and recommended necessary tire replacements to promote tire functionality and vehicle safety.
- Inspected vehicles to determine need for changing oils and filters and provided feedback to customers.
- Recommended automotive services and repairs to promote good vehicle operation and enhance road safety.
General Manager
Jiffy Lube
08.2016 - 05.2017
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
Lead Customer service advisor
Jiffy Lube
02.2016 - 08.2016
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved concerns with products or services to help with retention and drive sales.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Service manager
Jiffy Lube
12.2015 - 02.2016
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- 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.
- Analyzed service reports to identify areas of improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer service advisor
Jiffy Lube
06.2015 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Described product highlights and benefits to help guide purchasing decisions.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
Lube Technician
Jiffy Lube
04.2015 - 06.2015
- Kept shop areas neat, clean, and free of safety hazards.
- Topped off fluids in vehicle engines to lubricate, protect, and cool engine.
- Changed oil and filters in customer vehicles and safely disposed of used oil in approved receptacles.
- Installed wiper blades and headlamps and confirmed items' functionality to promote safe vehicle operation.
- Performed tire rotations and recommended necessary tire replacements to promote tire functionality and vehicle safety.
- Inspected vehicles to determine need for changing oils and filters and provided feedback to customers.
- Assisted other lube technicians and mechanics in vehicle diagnostic and repair work to enable timely completion of service tickets.
- Recommended automotive services and repairs to promote good vehicle operation and enhance road safety.
Education
No Degree - Automotive Technology
Oakton Community College
Des Plaines, ILHigh School Diploma -
Maine Township West
Des Plaines, IL06.2012
Skills
- Microsoft word
- ADP (2 years)
- Auto service management
- Tire service
- Oil change
- Vehicle maintenance
- Sales
- Customer service
- Driving
- Google Docs
- Repairs Scheduling
- Vehicle Assessment
- Price Quoting
- Computer Skills
- Service Recommendations
- Customer Service
- Service Estimates
- Tech-Savvy
- Handling Customer Complaints
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Service Advisor
Travelcamp RV
10.2022 - 10.2023
Service Writer
Green Acres Outdoor Power Equipment
04.2022 - 10.2022
Service Manager
Firestone Complete Auto Care
01.2021 - 08.2021
Manager of Tire Sales
Firestone Complete Auto Care
06.2019 - 01.2021
Service Advisor
Firestone Complete Auto Care
02.2018 - 06.2019
Store Manager
Oil Express
10.2017 - 02.2018
Lube Technician
Oil Express
07.2017 - 10.2017
General Manager
Jiffy Lube
08.2016 - 05.2017
Lead Customer service advisor
Jiffy Lube
02.2016 - 08.2016
Service manager
Jiffy Lube
12.2015 - 02.2016
Customer service advisor
Jiffy Lube
06.2015 - 12.2015
Lube Technician
Jiffy Lube
04.2015 - 06.2015
No Degree - Automotive Technology
Oakton Community College
High School Diploma -
Maine Township West
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