Hi, I’m
CHRISTOPHER HOWARD
Elk Grove,CA
Summary
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.
Overview
29
years of professional experience
Work History
Mazda Of Elk Grove
Senior Service Advisor
03.2018 - Current
Job overview
- Collaborated with technicians to ensure accurate diagnoses and timely completion of repairs.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Established rapport with new clients by conducting thorough vehicle intake assessments and providing transparent pricing estimates.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Provided regular status updates on ongoing repairs to keep clients informed throughout the servicing process.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Explained estimates and determined repair timelines to manage customer expectations.
- Mentored junior advisors, sharing industry knowledge and best practices to enhance their skills.
- Coordinated with parts department to determine availability of necessary components.
- Continuously updated product knowledge through manufacturer training programs and independent research.
- Acted as liaison between customers, technicians, parts suppliers, insurance providers, effectively managing multiple stakeholders.
- Investigated customer complaints to identify cause of malfunctions.
- Maintained high customer satisfaction standards to meet or exceed targets.
INTEGRITY SOLUTIONS
FedEx Driver (Route Manager for Independent Contractor for FedEx)
03.2008 - 03.2018
Job overview
- Oversee daily operations for 10 plus FedEx routes consisting of 13 professional drivers
- Coordinated efficient routes to avoid delays and optimize schedules.
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Boosted company reputation through excellent driving record free from accidents or violations over extended period of time.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Obtained signatures from customers upon delivery of goods.
- Contributed to environmental sustainability efforts by reducing idling time whenever possible.
- Managed inventory tracking system to ensure proper documentation of all shipments delivered or picked up.
- Supported training initiatives for new drivers by offering guidance on best practices for safety procedures.
- Followed Hazardous Materials Regulations (HMR) for transporting dangerous materials.
- Maintained accurate delivery records, ensuring all packages were accounted for and delivered to correct recipients.
- Increased productivity by assisting in loading/unloading vehicles when necessary, expediting delivery process.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Delivered goods and products to customer on time and in excellent condition.
- Streamlined vehicle inspection process before each shift with thorough checklists to identify potential issues proactively.
- Drove safely in various weather and road conditions to avoid accidents.
- Generated consistent referrals and repeat business by providing friendly and fast service.
NISSAN OF VACAVILLE
Service Consultant
10.2007 - 03.2008
Job overview
- Initiated automotive services and repairs by ascertaining performance problems and services requested.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Discussed options with clients and determined appropriate plans.
- Investigated and resolved accounting, service and delivery concerns.
HOPKINS ACURA OF FAIRFIELD
Service Consultant
01.2005 - 07.2006
Job overview
- Developed and updated databases to handle customer data.
- Served as key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of process.
- Discussed options with clients and determined appropriate plans.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Streamlined service processes for increased efficiency and improved customer experience.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Provided exceptional support to customers, resulting in significant decrease in complaint rates.
DCH TUSTIN ACURA
Service Consultant
09.2004 - 01.2005
Job overview
- Served as key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of process.
- Discussed options with clients and determined appropriate plans.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Consistently updated knowledge of industry trends and best practices, ensuring delivery of cutting-edge solutions to clients at all times.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
FLADEBOE HONDA
Service Advisor
01.1997 - 09.2004
Job overview
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Developed and updated databases to handle customer data.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in fast-paced environment.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Applied effective time management techniques to meet tight deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
STEVE HOPKINS HONDA
Service Advisor
01.1997 - 09.2004
Job overview
- 7Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Documented problems and corrective actions to maintain records.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Delivered prompt service to prioritize customer needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Maintained up-to-date knowledge of product and service changes.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
GOOD GUYS
Merchandise Control Associate
08.1998 - 03.2000
Job overview
- Picked products; received and shipped merchandise and assisted in warehouse management
- Provided excellent customer service and product repairs.
PENSKE AUTO CENTER
Service Technician
08.1995 - 01.1997
Job overview
- Performed basic auto services including oil changes, tires, tune-ups as well as customer service.
Education
Fairfield High SchoolFairfield, CA
High School Diploma
06.1994
Solano Community CollegeFairfield, CA
Some College (No Degree)
Skills
- Clean Driving Record
- Handling Customer Complaints
- Team Collaboration
- Records Management
- Vehicle inspections
- Listening Skills
- Hand and Power Tool Operation
- Service Estimates
- Records Maintenance
- Quality Assurance
- Inspection skills
- Sales expertise
- Multitasking and Organization
- Time Management
- Workshop Organization
- Filter Replacement
- Automotive industry experience
Community Volunteer Involvement
Volunteered for the Spartan Race in Monterey in June, 2014 and Sacramento in October, 2014.
Qualifications Summary
- Proven professional, adept at prioritizing and completing multiple project and assignments within strict budgetary/time restrictions and customer/technical specifications.
- A hands-on manager, able to build teams while leading by example as well as contributing to a dedicated team.
- Self-motivated; able to set effective priorities to achieve immediate and long-term goals and meet operational deadlines with attention to detail in high-volume, fast-paced ever changing environments.
- Earned corporate recognition for exceeding all productivity and customer service quality objectives.
- Designated troubleshooter and conflict negotiator, chosen to identify and resolve diverse order/client concerns while building a loyal client base in a competitive marketplace.
- Experience managing inventory and coordination of orders and deliveries, and prioritize conflicting demands.
- Ability to create rapport quickly and maintain positive business relationships with clients and staff, demonstrating dedication to a high standard of customer service.
- Dedicated; reliable, flexible, positive professional work ethic; committed to excellence.
- Knowledge of various computer programs and technologies to intermediate level including Microsoft Word/Excel, Reynolds & Reynolds, ADP (Unix-based software), and Internet applications.
Awards
- Gold Level Service Advisor, Honda & Acura
- Certifications: Customer Service Counseling, Interpersonal Skills, Advanced Interpersonal Skills, Precision Crafted Service, American Honda
HOBBIES
WORKING OUT, RUNNING, ROAD CYCLING
Timeline
Senior Service Advisor
Mazda Of Elk Grove
03.2018 - Current
FedEx Driver (Route Manager for Independent Contractor for FedEx)
INTEGRITY SOLUTIONS
03.2008 - 03.2018
Service Consultant
NISSAN OF VACAVILLE
10.2007 - 03.2008
Service Consultant
HOPKINS ACURA OF FAIRFIELD
01.2005 - 07.2006
Service Consultant
DCH TUSTIN ACURA
09.2004 - 01.2005
Merchandise Control Associate
GOOD GUYS
08.1998 - 03.2000
Service Advisor
FLADEBOE HONDA
01.1997 - 09.2004
Service Advisor
STEVE HOPKINS HONDA
01.1997 - 09.2004
Service Technician
PENSKE AUTO CENTER
08.1995 - 01.1997
Fairfield High School
High School Diploma
Solano Community College
Some College (No Degree)
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