Christian Baldera
Miramar
Summary
Dynamic customer service professional with extensive experience at Rick Case Automotive Group, excelling in vehicle inspection and appointment scheduling. Proven track record in team leadership and conflict resolution, consistently enhancing customer satisfaction and operational efficiency. Adept at performance monitoring and documentation, fostering strong relationships to drive service excellence.
Overview
7
7
years of professional experience
Work History
Service Advisor
Rick Case Automotive Group
Weston
05.2021 - Current
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Followed up with existing customers regarding past services performed on their vehicles.
- Developed strong relationships with customers by providing exceptional customer service.
- Promoted available products and services to customers during service, account management and order calls.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
Customer Service Supervisor
Rick Case Automotive Group
Weston
05.2021 - 10.2024
- Computed balances, totals or commissions to support accounting team.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Maintained accurate records of customer interactions for future reference.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Managed team of customer service representatives to ensure high-quality support.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Crew Member
Dunkin' Donuts
Hollywood
09.2018 - 04.2021
- Assembled and served meals according to specific guest requirements.
- Answered phone calls promptly to provide accurate information about menu items or prices.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Processed payments on cash register and counted back bills and change to patrons.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Assisted management team with inventory counts of food products and beverage supplies.
- Upheld high standards of productivity and quality in operations.
- Restocked napkins, condiments and utensils at self-service areas during slow periods.
Education
High School Diploma -
McArthur High School
Hollywood, FL06-2018
Some College (No Degree) -
Broward College
Fort Lauderdale, FLSkills
- Customer service
- Vehicle inspection
- Appointment scheduling
- Parts ordering
- Team leadership
- Conflict resolution
- Performance monitoring
- Attention to detail
- Effective communication
- Computer skills
- Price quoting
- Team collaboration
- Cost estimation
- Documentation and reporting
- Strong work ethic
- Records oversight
- Multitasking and organization
- Data entry
- Data processing
- Calm under pressure
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Service Advisor
Rick Case Automotive Group
05.2021 - Current
Customer Service Supervisor
Rick Case Automotive Group
05.2021 - 10.2024
Crew Member
Dunkin' Donuts
09.2018 - 04.2021
High School Diploma -
McArthur High School
Some College (No Degree) -
Broward College