Dominica Castoro-Harrigan
Ocala
Summary
With a proven track record at Optimum RV, I excel in enhancing client satisfaction and streamlining service processes. My expertise in claims processing and exceptional team leadership has significantly improved service delivery, fostering strong customer loyalty and driving revenue growth. Skilled in safety management and customer service, I bring a positive attitude and a strong work ethic to every challenge.
Knowledgeable with comprehensive background in service advising, driving customer satisfaction through effective problem-solving and team leadership. Successfully managed service operations, ensuring seamless workflow and customer engagement. Demonstrated ability to diagnose issues accurately and provide clear communication to customers.
Overview
6
6
years of professional experience
Work History
Lead Service Advisor
Optimum Rv
02.2023 - 01.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Evaluated and helped train all new employees, offering constructive feedback and guidance for improvement where necessary.
- Reviewed work orders for accuracy and completeness before submitting them to technicians, minimizing errors during repairs or maintenance tasks.
- Resolved complex customer complaints, restoring client confidence in the company''s ability to provide exceptional service.
- Ensured accurate documentation of all service transactions in compliance with company policies and legal regulations.
- Promoted additional services or products to customers when appropriate, contributing to increased revenue generation.
- Developed strong relationships with clients, fostering trust and loyalty to the business.
- Coordinated with other departments to ensure seamless delivery of services and enhance overall customer satisfaction levels.
- Maintained a high level of product knowledge, enabling informed recommendations to customers on maintenance requirements.
- Collaborated with technicians to diagnose vehicle issues accurately, resulting in reduced repair times.
- Managed scheduling of appointments, ensuring optimal utilization of resources and timely services.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Explained estimates and determined repair timelines to manage customer expectations.
Warranty Administrator
Optimum RV
05.2021 - 01.2023
- Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
- Collaborated with service technicians to accurately diagnose vehicle issues and determine warrantable repairs.
- Monitored factory recalls and announcements to stay on top of changes.
- Processed claim paperwork and followed up on missing information to complete processing.
- Developed strong relationships with manufacturer representatives, facilitating smoother communication and faster claim approvals.
- Enhanced customer satisfaction by promptly addressing and resolving warranty claims.
- Conducted regular audits of warranty work orders to ensure compliance with manufacturer guidelines and maintain dealership reputation for quality service delivery.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
- Assisted in training new staff members on warranty procedures, contributing to a well-informed team capable of handling complex claims efficiently.
- Posted payments to accounts and maintained records.
Service Manager/Body Shop Manager
Optimum Rv
04.2019 - 07.2021
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Established relationships with automotive industry vendors for subcontracting glass repair, upholstery repair and vinyl decal installation.
- Leveraged industry trends and competitor analysis to inform strategic decisions that contributed to the body shop''s ongoing success.
- Increased employee retention through effective performance management, coaching, and team-building activities.
Education
No Degree - Social Work
Santa Fe College
Gainesville, FLHigh School Diploma -
Crystal River High School
Crystal River, Fl05-2007
Skills
- Client satisfaction
- Claims processing
- Positive attitude
- Safety management
- Team leadership
- Training and coaching
- Reliable and responsible
- Customer service management
- Workflow coordination
- Upselling strategies
- Marketing and promotions
- Brand representation
- Strong work ethic
Employe of the Month 12/2024
Voted on by my peers, I received Employee of the month for December 2024. This was voted on by roughly 100 people from the service, parts, and warranty departments at Optimum RV.
Timeline
Lead Service Advisor
Optimum Rv
02.2023 - 01.2025
Warranty Administrator
Optimum RV
05.2021 - 01.2023
Service Manager/Body Shop Manager
Optimum Rv
04.2019 - 07.2021
No Degree - Social Work
Santa Fe College
High School Diploma -
Crystal River High School
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