David Lottie
Denver,CO
Summary
Dynamic and results-oriented professional with extensive experience at Stevinson Toyota, adept in customer relationship management and workflow optimization. Leveraged strong communication and computer skills to exceed sales targets and significantly improve customer satisfaction. Proven track record in staff training, leading to enhanced team efficiency and a notable increase in customer loyalty.
Overview
14
14
years of professional experience
Work History
Service Advisor
Stevinson Toyota
09.2024 - Current
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
Assistant Service Manager
Stevinson Toyota
03.2011 - 09.2024
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Monitored budgetary constraints closely to ensure cost-effective management of labor, parts inventory, and other resources.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Increased overall efficiency within the department by optimizing workflow processes and eliminating bottlenecks in service delivery.
- Conducted regular performance evaluations for staff members, offering constructive feedback and setting goals for professional growth.
- Implemented training programs for new employees to quickly familiarize them with company policies, procedures, and safety guidelines.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Business
New Mexico Highlands University
Las Vegas, NMSkills
- Customer service
- Computer skills
- Multitasking and organization
- Vehicle assessment
- Strong work ethic
- Listening skills
- Attention to detail
- Excellent communication
- Team player mentality
- Handling customer complaints
- Complaint resolution
- Staff education and training
- Goal-oriented mindset
- Workflow management
- Performance goals
- Data processing
- Customer relationship management
- Documentation and reporting
- Team collaboration
- Quality control
- Records management
- Data entry
- Customer retention
- Warranty claims process management
- Process improvements
- Conflict resolution
- Customer consulting
- Program follow-up and assessment
- Relationship building
- Problem resolution
- Customer relations
- Teamwork and collaboration
- Work prioritization
- Understanding customer needs
- MS office
- De-escalation techniques
- Professional telephone demeanor
- Microsoft office
- Calm under pressure
- Quality assurance controls
Timeline
Service Advisor
Stevinson Toyota
09.2024 - Current
Assistant Service Manager
Stevinson Toyota
03.2011 - 09.2024
Business
New Mexico Highlands University
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