Christina Villagomez
Summary
Experienced Automotive Service Advisor and Sales Manager with a track record of surpassing customer expectations and company goals. Skilled in listening and connecting with customers to fully understand their needs. Possessing a friendly, outgoing, and resourceful demeanor, I have strong listening skills and the ability to ask the right questions. Specialized in promptly meeting client needs and effectively communicating with auto technicians, clients, and management. A highly motivated leader constantly striving for personal growth and development. Seeking a position with a company that values applicants who have the drive to make a significant, measurable, brand-leading impact, as well as opportunities for career advancement.
Overview
15
15
years of professional experience
Work History
Operations &’ Management - Two Locations
MASTERS Taekwondo Academy
04.2017 - Current
- Improved workflow efficiency with thorough analysis of current procedures and proposing necessary adjustments.
- Conducted data analysis on key performance indicators, providing valuable insights into areas requiring improvement.
- Evaluated existing policies and procedures, recommending changes that led to significant cost savings.
- Implemented inventory control measures that reduced waste and maintained adequate stock levels for uninterrupted operations.
- Contributed to the development of new strategies for optimizing operations, resulting in improved performance metrics.
- Strong organizational skills through managing multiple tasks simultaneously while maintaining attention to detail within tight deadlines.
- Collaborated with cross-functional teams to develop innovative approaches that led to improved overall operations efficiency.
- Studied with senior staff to develop deep understanding of team processes and full operational activities.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members which enhanced team productivity.
- Coached and developed team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance, performance and punctuality, addressing repeat problems quickly to prevent long-term habits while creating an action plan for improvement.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Mentored team members for career advancement, fostering a pipeline of future leaders within the organization.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Ability to convert prospects into membership holders effectively, by overcoming their concerns and sharing product knowledge.
Service consultant
CARMAX
05.2015 - 09.2016
- Increased Customer satisfaction score by 33+ points while on the team
- Diagnosed customer concerns with effectiveness by asking probing questions.
- Confirmed existing vehicle warranty details and outlined associated costs.
- Coordinate with technicians on vehicle concerns to fulfill customers' requirements.
- Successfully resolved customer issues to achieve favorable outcomes.
- Create precise and thorough repair orders outlining customer issues, causes, and necessary repairs.
- Delivered exceptional customer service by ensuring ongoing communication during the repair process.
- Managed scheduling of loaner vehicles when repair tasks were lengthy.
- Engaged customers at their vehicles, providing assistance promptly.
- Responded to phone inquiries and scheduled service appointments promptly.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Store manager
Verizon wireless - Mobile Destination Premium Retailer
12.2014 - 03.2015
- Increased total sales of store to 60% to LY through execution of team planning and customer service
- Ability to connect effectively with sales team in order to provide an environment for efficient and effective coaching and developments
- Responsible for keeping the team up to date on all promotions, pricing, and updates
- Perform inventory counts and cash reconciliation
- Maintain internal visual merchandising and in-store displays
- Ensure all operational and procedural objectives of the store are met
- Provide timely responses to the general inquiries of the senior management team
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Assistant store manager
Rent a wheel
04.2014 - 10.2014
- Responsible for daily revenue results
- Monitor and coach sales team and technician performance when needed
- Responsible for maintaining a unrivaled customer experience
- Maintain visual presentation on show room floor
- Maximize sales results through the development of team members
- Ensure customer satisfaction and maintain above average customer review ratings
- Built clientele through outbound marketing calls and in the field marketing
- Settle customer and company disputes with favorable outcomes
Category manager
Victorias secret
11.2009 - 03.2014
- Promoted and relocated to multiple stores to impact total sales performance and customer survey scores
- Responsible for daily sales results per category and total store
- Monitored the Performance of 15 plus sales staff and address any shortcomings
- Set and maintained visual presentation of store and ensured full and abundant merchandise
- Partner with other members of management to ensure an action plan for success
- Captured customer feedback to maintain a brand leading experience
- Responsible for any loss prevention issues and handled to company policy
- Execute performance management to associates when needed
Education
High School Diploma -
Sam Rayburn High School
Pasadena, TXAssociates Degree - Business
San Jacinto College
Pasadena, TXSkills
- Excellent communication skills
- A distinguished leader with a track record of success across diverse business environments
- Resilient and innovative, consistently achieving favorable outcomes amidst obstacles, whether internal or client-facing
- Proficient in customer service, business operations, sales, and team development
- Reputation for constructing robust teams and implementing effective succession plans, alongside refining processes to enhance overall performance metrics
- Proficient at customer service tasks
- Narrowing scope of vehicle issues, communicating with technicians and clients to understand their needs and communicate repairs
- Articulating customer issues with favorable outcomes
- Handling customer complaints in a professional and friendly manner
- Ability to work in fast-paced environments
Timeline
Operations &’ Management - Two Locations
MASTERS Taekwondo Academy
04.2017 - Current
Service consultant
CARMAX
05.2015 - 09.2016
Store manager
Verizon wireless - Mobile Destination Premium Retailer
12.2014 - 03.2015
Assistant store manager
Rent a wheel
04.2014 - 10.2014
Category manager
Victorias secret
11.2009 - 03.2014
High School Diploma -
Sam Rayburn High School
Associates Degree - Business
San Jacinto College
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