Caitlin McLeod

Once promoted to 'Cadillac Concierge,' my scope of focus broadened to include specialized service and treatment for our luxury brand clients, as well as a more supervisory role within the department.

In addition to all existing responsibilities encompassed by the standard 'Advisor' role, my enhanced duties included:

Directing the scheduling of drivers and shuttle services for the entire department.

• Manager/Primary User of the corporate Uber account to satisfy surplus transportation needs, clients who require more flexibility for transport and deliveries.

Streamlining management processes for the vehicle 'Collect & Deliver' program.

Adopting, improving, and maintaining the majority of our most valued clients' business profiles.

Guiding other advisors in conflict resolution.

• Assisting the manager in completing tasks when needed, i.e., vacation, illness, etc.

• Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
• Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
• Coordinated effectively with technicians, other advisors, management, and support staff, ensuring seamless communication throughout the entire service process.
• Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
• Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
• Reduced vehicle downtime by streamlining collaboration with the parts department.
• Reduced wait times with efficient coordination of service tasks among technicians.
• Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
• Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
• Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
• Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
• Provided exceptional customer service, resolving complaints diplomatically and efficiently.
• Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
• Maintained up-to-date knowledge of product and service changes.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Sought ways to improve processes and services provided.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Became primary liason between our various businesses and departments and effectively resolved various issues to develop solutions and accomplish shared objectives.
• Offered assistance and participated in other departments' tasks when additional help was useful, i.e., biannual parts inventory, appointment scheduling.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Responded proactively and positively to rapid change.

• Monitored technician workload distribution, making adjustments as needed to maintain balance across the team.
• Contributed to increased revenue by upselling additional services and maintenance packages during scheduling calls.
• Implemented data-driven strategies to optimize appointment scheduling processes, resulting in improved operations efficiency.
• Developed strong relationships with repeat clients, fostering loyalty and promoting referral business from satisfied customers.
• Reduced no-show rates by implementing a system of courtesy reminder calls and follow-up communications.
• Mitigated scheduling conflicts by proactively identifying potential issues and offering alternative solutions to customers.
• Accurately logged completed services in database systems for comprehensive maintenance history documentation.
• Collaborated with sales team to facilitate smooth transitions from vehicle purchase to initial servicing appointments.
• Improved customer satisfaction by efficiently scheduling and confirming service appointments.
• Elevated overall quality of customer care by regularly soliciting feedback and implementing improvements based on client input.
• Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Volunteered to help with special projects of varying degrees of complexity.

• Selected for cross-training across multiple departments after initial cashier role.

• Provide friendly and efficient service.

• Managed till count with accuracy.

• Safe food preparation and packaging.

• Operated and maintained diverse food processing equipment including slicers, meat packaging conveyors, tenderizers, grinders, and knives.

• Managed processing of live seafood.