Brian McPherson
Houston,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the automotive 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.
Overview
8
8
years of professional experience
Work History
Automotive Service Advisor
CarMax
01.2022 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested additional services to customers in order to meet upsell goals.
- Maintained awareness of vehicle market trends to assess customer demands and budgets.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Explained estimates and determined repair timelines to manage customer expectations.
Vehicle Condition Assessor, Customer Service/Delivery Expert
CarMax
04.2019 - 01.2022
- Tested products or subassemblies for functionality or quality and troubleshot problems with equipment, devices, or products.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Amazon
11.2018 - 03.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reviewed production schedules and streamlined processes.
- Developed and updated databases to handle customer data.
- Reported on findings and made proactive and targeted recommendation to senior leaders.
Residential Installation and Service
Comcast
08.2017 - 07.2018
- Worked with residential customers to install/troubleshoot internet
- Checked, repaired and repacked survival equipment to meet specifications.
- Liaised with internal departments to optimize productivity and efficiency.
Customer Service Representative
Comcast
05.2016 - 04.2017
- Phone and cable needs and provide outstanding, Installation of cable, internet and TV equipment, which included wiring into homes and businesses as requested
- Effectively delivered results to achieve reliable broadband connection for customers
- Five Star rating from 97% of customers who completed Comcast satisfaction surveys
- Utilize GPS, collaborated with dispatch services on daily routes, using proprietary, computerized communication equipment for scheduling appointments throughout the day
- Maintained excellent attendance record, consistently arriving to work on time
- Managed a clean and professional work vehicle for operational efficiency and positive customer impression
Sales/Customer Service Specialist
Bay Motors Inc
02.2015 - 09.2016
- Identify and procure vehicles at auction lots throughout the Houston metro area
- Detailed and inspected all vehicles to be re-sold at BayMotors Managed all paperwork for vehicle sales; delivered to local tax office for title, registration and license plates
- Often asked to fill in as General Manager and lead Sales Associate when the owner was out of town
- Consistently surpassed all expectations in sales and customer service
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
- Transported purchased vehicles to Bay Motors for resale
Education
Some College (No Degree) - Business Administration
Lone Star College System
Spring, TXHigh School Diploma - Business Management
College Park High School, Lone Star College System
06.2014
Skills
- Customer Service and Assistance
- Service Standard Compliance
- Contact Management Systems
- Order Fulfillment
- Microsoft Office
- High-Volume Environments
- Customer Retention Strategies
- Calm and Professional Under Pressure
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Automotive Service Advisor
CarMax
01.2022 - Current
Vehicle Condition Assessor, Customer Service/Delivery Expert
CarMax
04.2019 - 01.2022
Amazon
11.2018 - 03.2019
Residential Installation and Service
Comcast
08.2017 - 07.2018
Customer Service Representative
Comcast
05.2016 - 04.2017
Sales/Customer Service Specialist
Bay Motors Inc
02.2015 - 09.2016
Some College (No Degree) - Business Administration
Lone Star College System
High School Diploma - Business Management
College Park High School, Lone Star College System
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