Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Catherine Robinson

Sanford,NC

Summary

Service-oriented service manage with 13year background in automobile industry. Core competencies include management, motivate and drive for excellence as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.

Personable and solution-oriented, with strong communication skills and genuine interest in helping customers. Understanding of automotive systems and maintenance schedules, coupled with strong problem-solving and organizational abilities. Dedicated to providing exceptional customer service and ensuring positive experience for every client.

Offering proactive and customer-focused approach, ready to learn and develop in supportive environment. Brings ability to quickly grasp new information and implement effective solutions to enhance customer satisfaction. Ready to use and develop strong communication and problem-solving skills in service management role.

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.

Experienced with assessing vehicle conditions and advising on necessary repairs. Utilizes technical knowledge and client communication to ensure optimal service delivery. Track record of building strong customer relationships and maintaining high levels of satisfaction.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Service Advisor

Clark Cadillac
09.2023 - Current
  • 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 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.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • 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.

Service Manager

Reed-Lallier Chevrolet
01.2008 - 09.2023
  • Resolve customer complaints regarding sales and service
  • Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
  • Determine price schedules and discount rates
  • Review operational records and reports to project sales and determine profitability
  • Prepare budgets and approve budget expenditures
  • Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
  • Use computers for various applications, such as database management or word processing
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
  • Complete forms in accordance with company procedures
  • Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
  • Operate electronic mail systems and coordinate the flow of information, internally or with other organizations
  • Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
  • Establish work procedures or schedules and keep track of the daily work of clerical staff
  • Supervise other clerical staff and provide training and orientation to new staff
  • Train and assist staff with computer usage
  • Attend and participate in meetings of municipal councils or council committees
  • Analyze operations to evaluate performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change
  • Direct, plan, or implement policies, objectives, or activities of organizations or businesses to ensure continuing operations, to maximize returns on investments, or to increase productivity
  • Review reports submitted by staff members to recommend approval or to suggest changes
  • Appoint department heads or managers and assign or delegate responsibilities to them
  • Establish departmental responsibilities and coordinate functions among departments and sites
  • Implement corrective action plans to solve organizational or departmental problems
  • Plan, organize, or manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements
  • Collaborate with other managers or staff members to formulate and implement policies, procedures, goals, or objectives
  • Promote safe work activities by conducting safety audits, attending company safety meetings, or meeting with individual staff members
  • Direct activities of staff performing repairs and maintenance to equipment, vehicles, and facilities
  • Serve as contact persons for all workers within assigned territories

Service Advisor

Lumberton Chevrolet Buick GMC Cadillac
01.2013 - 01.2014
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
  • Schedule and confirm appointments for clients, customers, or supervisors
  • Greet customers, verify customers information such as address, phone, email address
  • Record customers complaint or concern
  • Dispatch to appropriate technician for repairs
  • Sell any repairs or maintenance needed
  • Close and verify correct amount
  • Receive payment

Appointment Clerk

Flow Buick GMC of Fayetteville
01.2006 - 01.2008
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
  • Schedule appointments and maintain and update appointment calendars
  • File and maintain records
  • Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided

Education

High School Diploma -

Douglas Byrd High School
Fayetteville, NC
05.1993

Skills

  • Sales and Marketing
  • Active Listening
  • Coordination
  • Monitoring
  • Customer and Personal Service
  • Social Perceptiveness
  • Service Orientation
  • Judgment and Decision Making
  • Management of Personnel Resources
  • Complex Problem Solving
  • Active Learning
  • Instructing
  • Systems Analysis
  • Mechanical
  • Time Management
  • Customer service
  • Computer skills
  • Multitasking and organization
  • Vehicle assessment
  • Strong work ethic
  • Listening skills
  • Attention to detail
  • Excellent communication
  • Service estimates
  • Service recommendations
  • Team player mentality
  • Handling customer complaints
  • Complaint resolution
  • Price quoting
  • Goal-oriented mindset
  • Service scheduling
  • Performance goals
  • Client rapport
  • Data processing
  • Customer retention

Certification

  • OSHA Certified

Timeline

Service Advisor

Clark Cadillac
09.2023 - Current

Service Advisor

Lumberton Chevrolet Buick GMC Cadillac
01.2013 - 01.2014

Service Manager

Reed-Lallier Chevrolet
01.2008 - 09.2023

Appointment Clerk

Flow Buick GMC of Fayetteville
01.2006 - 01.2008

High School Diploma -

Douglas Byrd High School

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Catherine Robinson