Caleigh Ward
Maiden,NC
Summary
Proven Service Advisor with a track record of enhancing customer satisfaction and loyalty at Critz BMW, adept in complaint resolution and computer skills. Skillfully balances multitasking and organization, exceeding customer service targets through effective communication and team collaboration. Achieved high customer ratings by consistently delivering exceptional service, fostering trust and long-term relationships. Knowledgeable and dedicated customer service professional with extensive experience in [Type] 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
5
5
years of professional experience
Work History
Service Advisor
Hendrick BMW
04.2023 - Current
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- 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.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
Service Advisor
Critz BMW
12.2019 - 03.2023
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Customer Service Representative
Critz BMW
09.2019 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided primary customer support to internal and external customers.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
GED -
Savannah Technical College
Savannah, GA05.2013
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Listening Skills
- Strong Work Ethic
- Attention to Detail
- Excellent Communication
- Complaint resolution
- Client rapport
- Call Center Operations
- Teamwork and Collaboration
- Calm and Professional Under Pressure
Timeline
Service Advisor
Hendrick BMW
04.2023 - Current
Service Advisor
Critz BMW
12.2019 - 03.2023
Customer Service Representative
Critz BMW
09.2019 - 12.2019
GED -
Savannah Technical College
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