Dawn Nelson
Vehicle Maintenance Advisor
McMurdo Station, Antarctica
Summary
Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in automotive regulations and procedures. Great problem-solver with strong background as qualified vehicle maintenance manager. Knowledgeable about different automotive systems, parts and typical problems. Brings proven abilities in locating sources of faults and completing quality repairs. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
12
12
years of professional experience
Work History
Vehicle Maintenance Advisor
United States Antarctic Foundation
McMurdo Station, Amentum
03.2023 - Current
- Prepared and planned worksites to help jobs run smoothly.
- Delegated work to staff, setting priorities and goals.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Trained and monitored employees to teach daily tasks and improve performance.
- Reported project progress, site problems and labor status to supervisors.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
- Implemented onsite safety protocols and procedures and properly trained team members on prevention measures.
- Established and enforced clear safety policies to protect workers from injury.
- Monitored employee work levels and optimized performance with strategic approaches.
- Inspected completed work to assess quality and identify skill gaps.
Service Advisor
Obrien Group
Fife, WA
08.2022 - 03.2023
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Used knowledge of services to recommend additional products and offerings to customers.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Answered phone calls and responded to questions and concerns.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Handled telephone inquiries regarding appointments and work in process.
- Researched coverages under warranties and determined requirements for coverage.
Automotive Service Advisor
Doxon Toyota Scion Of Auburn, Wa
Auburn, Wa
07.2021 - 07.2022
- Followed up on warranty paperwork to verify completion, classification, and submission to extended service vendors or manufacturers
- Helped customers choose optimal services based on preferences, needs, and budget limitations
- Recommended initiatives to improve customer service standards and internal work procedures
- Handled telephone inquiries to scheduled appointments and update customers on in-progress work
- Completed forms for service orders, set up accounts, and assisted customers with billing questions.
- Explained amount for expected services and provided detailed answers to customer questions.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Used knowledge of services to recommend additional products and offerings to customers.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Answered phone calls and responded to questions and concerns.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Racing Official 2
Washington State Racing Commission
Auburn, WA
03.2021 - 03.2023
- Monitored horses' health and temperament for signs of injury and illness.
- Perfected racehorse training and riding to prepare horses for competition and work.
- Worked with riders and jockeys to break horse habits.
- Scheduled training for riders and jockeys on specific horses.
- Evaluated animals to determine temperaments, abilities or aptitude for training.
- Kept records documenting animal health, diet or behavior.
- Followed safety procedures and regulations to avoid injuries and accidents.
- Welcomed, greeted and interacted with members and guests and verified proper equipment operation.
- Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
- Trained workers in company procedures or policies.
- Administered first aid in emergency situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Automotive Service Advisor
GM, Harnish Auto Family
Puyallup, Wa
10.2020 - 01.2021
- Built loyal customer base by creating great customer relationships resulting in loyalty, retention, and new business through referrals
- Greeted all customers professionally on arrival and discussed service requests
- Listened to customer's concerns and determined additional maintenance needs based on vehicle's current state
- Quoted fair, competitive prices with transparent, itemized list of each charge
- Applied consultative selling techniques to develop an ongoing maintenance program, keeping vehicles operating optimally and profits high
- Provided customers with estimated completion time and made arrangements for loaner cars during longer repairs
- Responded to customer complaints immediately by investigating and resolving reported matters.
SERVICEADVISOR, Art Gamblin Motors
Enumclaw, Wa
07.2019 - 09.2020
- Communicated with service department to provide detailed information to technicians and aid in diagnoses of vehicle problems
- Provided customers with estimated completion time and made arrangements for loaner cars during longer repairs
- Quoted fair, competitive prices with transparent, itemized list of each charge
- Built loyal customer base by creating great customer relationships resulting in loyalty, retention, and new business through referrals
- Responded to customer complaints immediately by investigating and resolving reported matters
- Listened to customer's concerns and determined additional maintenance needs based on vehicle's current state
- Greeted all customers professionally on arrival and discussed service requests.
SERVICEADVISOR, Lakewood Ford
Lakewood, Wa
05.2017 - 07.2019
- Built loyal customer base by creating great customer relationships resulting in loyalty, retention, and new business through referrals
- Provided customers with estimated completion time and made arrangements for loaner cars during longer repairs
- Quoted fair, competitive prices with transparent, itemized list of each charge
- Greeted all customers professionally on arrival and discussed service requests
- Communicated with service department to provide detailed information to technicians and aid in diagnoses of vehicle problems
- Responded to customer complaints immediately by investigating and resolving reported matters
- Listened to customer's concerns and determined additional maintenance needs based on vehicle's current state.
RECONDITIONINGCARMANAGER, Bud Cleary Dodge
Auburn, Wa
01.2017 - 05.2017
- Filed records to keep system efficient and information organized
- Consulted with customers to understand desires and suggest best products to meet needs
- Ordered, organized, and rotated supplies
- Attended managers' meetings to report on inventory and sales for parts department
- Stayed current with all store initiatives and communications, sharing with associates as required
- Delegated assignments based on the employees' knowledge and abilities.
RESERVATIONSCOORDINATOR, The Sebastian
Vail, Co
07.2011 - 06.2012
- Reviewed the computer database to check the availability on different dates and lock in requested travel times
- Informed passengers of essential travel information, including travel times, visa requirements, and transportation connections
- Promoted and sold vacation enhancements, upgrades, additional nights, and attraction tickets
- Kept accurate records of incoming and outgoing communications to maintain data integrity for customer interactions and internal reporting
- Maintained up-to-date knowledge of destination facilities and events to provide customers with reliable answers to specific inquiries
- Networked with tour operators and deployed promotional techniques and materials to sell itinerary tour packages
- Reconciled travel billing and credit card statements and presented cost-savings reports to clients and management
- Made airline, car rental, and hotel reservations and notified travelers of arrangements and revisions.
Education
Air Traffic Control
United States Air Force
Biloxi, MS05.1985
City University
University of Maryland
Skills
- Multitasking
- Problem-solving
- Attention to detail
- Client documentation
- Serve customer needs
- Maintain schedules
- PROFESSIONALSUMMARY
- Knowledgeable Service Advisor with successful history of building
- Long-lasting relationships between dealers and customers by
- Serving as trusted advisor Greet customers promptly and
- Professionally Listen carefully to customers needing advice on
- Performance issues or requesting recommended services Confident
- In all communications and detailed in completing accurate
- Inspections
- Customer Service
- Customer Retention
- Documentation and Reporting
- Client Rapport
- Customer Relationship Management
- Records Management
- Customer Consulting
- Conflict Resolution
- Attention to Detail
- Warranty Claims Process Management
- Reporting and Documentation
- Mechanical Aptitude
- Vehicle maintenance and inspection
- Sales expertise
- Creative problem solving
- Professional telephone demeanor
- Strategic sales knowledge
Languages
German
Limited
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Vehicle Maintenance Advisor
United States Antarctic Foundation
03.2023 - Current
Service Advisor
Obrien Group
08.2022 - 03.2023
Automotive Service Advisor
Doxon Toyota Scion Of Auburn, Wa
07.2021 - 07.2022
Racing Official 2
Washington State Racing Commission
03.2021 - 03.2023
Automotive Service Advisor
GM, Harnish Auto Family
10.2020 - 01.2021
SERVICEADVISOR, Art Gamblin Motors
07.2019 - 09.2020
SERVICEADVISOR, Lakewood Ford
05.2017 - 07.2019
RECONDITIONINGCARMANAGER, Bud Cleary Dodge
01.2017 - 05.2017
RESERVATIONSCOORDINATOR, The Sebastian
07.2011 - 06.2012
Air Traffic Control
United States Air Force
City University
University of Maryland
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