Crystal Rodriguez
Freeport,TX
Summary
Seasoned Service Advisor with substantial experience in customer support and service management. Exude strengths in communication, problem-solving, and building rapport with diverse clientele. Proven ability to streamline processes for efficiency while ensuring high levels of customer satisfaction. Noteworthy impact made in previous roles by focusing on team collaboration and proactive issue resolution.
Overview
17
17
years of professional experience
Work History
Service Advisor
Caliber Collision
Lake Jackson, Texas
2023.01 - Current
- Upsold additional products or services when appropriate.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Prevented key account losses by researching discrepancies and correcting problems.
- Developed strong relationships with customers by providing exceptional customer service.
- Maintained records of customer interactions and transactions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Resolved customer complaints in an efficient and courteous manner.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promptly responded to customer inquiries via phone, email or in person.
- Prepared invoices for services rendered and collected payments from customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Front Desk Manager
La Quinta
Angleton, Texas
2020.08 - 2023.01
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Greeted guests upon arrival and checked them in to their rooms.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Completed financial audits on scheduled basis.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Implemented quality control measures to uphold company standards.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Reviewed completed work to verify consistency, quality, and conformance.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Ensured the front desk area was clean and presentable at all times.
- Welcomed large volume of guests and improved overall customer service.
- Facilitated successful front desk operations for high-volume hotel.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Promoted loyalty programs to encourage repeat business from customers.
- Delegated work to staff, setting priorities and goals.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Managed guest check-in and check-out procedures, reservations and payments.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Prepared monthly budgets for the front office department based on projected sales figures.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Created and optimized employee schedules for shift coverage.
- Implemented security protocols such as access control systems for entryways into the hotel lobby.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Parts Manager
Texas Auto
Webster, TX
2016.08 - 2020.08
- Inspected returned parts for damage before restocking shelves.
- Trained new staff members on proper parts handling techniques.
- Managed customer inquiries and complaints regarding parts availability and pricing.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw inventory management, ensuring optimal stock levels for efficient operations.
- Established individual parts inventory levels to balance stock for maximum inventory turns.
- Collaborated with other departments to ensure timely deliveries.
- Organized and maintained the parts warehouse for easy access and efficient workflow.
- Organized and monitored inventory levels of parts, tools, and supplies.
- Performed scheduled inventory audits per to verify accuracy and product availability.
- Utilized parts management software for inventory tracking and order processing.
- Trained and monitored employees to teach daily tasks and improve performance.
- Developed and implemented parts department policies and procedures to improve efficiency.
- Coordinated delivery schedules for incoming orders.
- Coordinated with service department to ensure availability of necessary parts for repairs.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Investigated discrepancies between physical inventories and records.
- Resolved customer inquiries related to part availability or quality issues.
- Developed and maintained relationships with vendors and suppliers to ensure quality and reliability.
- Led a team of parts department employees, providing training and performance evaluations.
- Developed and maintained positive working relationships with vendors.
- Created work crew schedules and delegated assignments.
- Managed employee schedules and daily assignments.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Conducted regular inventory audits to maintain accuracy and accountability.
- Implemented inventory control systems to track parts usage and reduce waste.
Store Manager
NAPA Auto Parts - Genuine Parts
Houston, Texas
2008.04 - 2016.08
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Established customer service standards and monitored staff compliance.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Assessed operational efficiency of the store's departments.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Managed daily banking activities such as deposits and withdrawals.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Identified opportunities for cost savings through waste reduction initiatives.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Delegated work to staff, setting priorities and goals.
- Updated POS system with new products and promotional offers.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Resolved customer complaints in a timely manner.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Monitored inventory levels and placed orders to restock shelves.
- Updated and maintained store signage and displays.
- Recruited, trained and supervised new employees.
- Developed relationships with suppliers to negotiate better prices.
- Prepared staff work schedules and assigned team members to specific duties.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Maintained accurate records of employee performance reviews.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Monitored employee performance and identified performance gaps for corrective action.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Organized promotional events to increase product awareness.
- Formed and sustained strategic relationships with clients.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Ensured compliance with safety regulations and company policies.
- Created weekly work schedules for store personnel.
- Completed day-to-day duties accurately and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
- Recognized by management for providing exceptional customer service.
Education
GED -
Brazosport College
Lake Jackson, TX2008-10
Skills
- Customer service
- Vehicle inspection
- Parts ordering
- Diagnostic equipment
- Invoice preparation
- Customer relationship management
- Problem solving
- Conflict resolution
- Sales techniques
- Inventory management
- Time management
- Team collaboration
- Communication skills
- Training and mentoring
- Attention to detail
- Staff education and training
- Training development aptitude
- Service estimates
- Stock management
Timeline
Service Advisor
Caliber Collision
2023.01 - Current
Front Desk Manager
La Quinta
2020.08 - 2023.01
Parts Manager
Texas Auto
2016.08 - 2020.08
Store Manager
NAPA Auto Parts - Genuine Parts
2008.04 - 2016.08
GED -
Brazosport College