- Automotive Repair
- Golf
- Road Trips
Charles Schaffner
Dublin,USA
Summary
Senior Lead Advisor with 9 years of experience at Tesla. Educated on all aspects of sales, service and delivery. Willing to learn, adapt, and grow.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Service Advisor - Front Of House
Tesla Inc
Dublin, CA
04.2025 - Current
- Resolved complex customer complaints, restoring customer confidence in the company's ability to provide exceptional service.
- Monitored service quality, implementing improvements based on customer feedback.
- Maintained a high level of product knowledge, enabling informed recommendations to customers on repairs.
- Developed strong relationships with clients, fostering trust and loyalty to the company.
- Established clear communication channels between team members, promoting collaboration and information sharing across the front and back of house.
- Followed up with customers about resolved concerns to maintain high standards of customer service.
- Collaborated with team members to enhance customer service experience and exceed team goals with high customer satisfaction.
- Created an inviting atmosphere in the waiting area that promoted comfortability while customers awaited their vehicle service completion.
Senior Advisor - Virtual Service
Tesla Inc
Santa Rosa, CA
11.2023 - 04.2025
- Prepared service visits with precise correction codes, and specific internal notes for onsite teams while adhering to internal policy and SOP.
- Communicated with onsite leadership, advisors and technicians to ensure information was relayed efficiently.
- Diverted appointments which reduced DUNAA, and opened up further capacity for additional visits requiring onsite diagnosis and repair.
- Worked alongside a team of highly-skilled virtual advisors, and remote technicians, improving skillset including technical review.
- Diagnosed vehicles remotely using Toolbox and Garage to reduce downtime in the service center, while working with parts team to confirm correct part added.
- Assisted with day to day operations of front of house which included communication queue, answering phones, and front of house customer check ins.
Senior Advisor - Sales
Tesla Inc
Dublin, CA
04.2019 - 11.2023
- Managed consistent sales pipeline driving orders and supporting customers through delivery with the best customer service possible in the automotive industry.
- Trained new hires on sales process and order execution.
- Attended service preparation boot camp in Fremont to confirm ability to prepare service visits properly, and learned from top technicians on remote diagnosis.
- Transitioned to virtual service, which was created to streamline service visit preparation.
- Assisted in developing training materials and conducting training sessions for new hires on sales process and customer service best practices.
- Lead cross-functional projects to implement new sales and service processes that enhance operational efficiency and improve customer satisfaction.
Customer Experience Specialist
Tesla Inc
Fremont, CA
05.2018 - 04.2019
- Greeted guests entering showroom and checked in for demo drive.
- Welcomed guests back from Tesla factory tours at the Fremont showroom.
- Generated new leads for Tesla Advisors to follow up on.
- Assisted customers by joining on their demo drive to answer questions about capabilities.
- Developed and implemented customer experience strategies to enhance customer satisfaction and loyalty.
Field Energy Specialist
Solar City
10.2017 - 05.2018
- Managed three locations including San Ramon, Pleasanton, and Livermore.
- Maintained healthy pipeline of solar panel and home battery sales through Home Depot vendor contract.
- Scheduled appointments for in house energy system consultations with a field energy consultant.
- Utilized knowledge of local solar energy regulations and incentives to identify opportunities for solar installations and provide recommendations to customers.
- Conducted site assessments to evaluate the feasibility and potential savings of solar panel installations for residential and commercial customers.
- Conducted regular training sessions for in store employees to ensure they are up-to-date on the latest solar energy regulations, customer approach, and objection handling.
Education
Advanced Designation - Science
Cazenovia High School
Cazenovia, NY06-2015
Skills
- CRM knowledge
- Microsoft Office
- Handling customer escalations
- Attention to detail
- Listening skills
- Multitasking and organization
- Customer Service
- Problem Solving
- Strong work ethic
Certification
- Leadership Development Institute - Orcas Island, WA
- Firefighter 1 Interior/Exterior - Cazenovia NY
Interests
Timeline
Lead Service Advisor - Front Of House
Tesla Inc
04.2025 - Current
Senior Advisor - Virtual Service
Tesla Inc
11.2023 - 04.2025
Senior Advisor - Sales
Tesla Inc
04.2019 - 11.2023
Customer Experience Specialist
Tesla Inc
05.2018 - 04.2019
Field Energy Specialist
Solar City
10.2017 - 05.2018
Advanced Designation - Science
Cazenovia High School