Dylan Stern
Puyallup
Summary
Dedicated to exceed in Customer Service and motivated to improve service satisfaction and contribute to overall company success
Knowledgeable with solid background in delivering high-quality customer service and resolving automotive issues efficiently. Successfully guided clients through repair processes while ensuring their complete satisfaction. Demonstrated expertise in diagnostics and repair coordination, fostering strong client relationships and team collaboration.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
Work History
Service Advisor
Easy Street Auto Repair
09.2024 - Current
- 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.
- Responded to customer needs through competent customer service and prompt problem-solving.
- 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.
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Explained estimates and determined repair timelines to manage customer expectations.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
Technician
Gregs Japanese Auto
02.2023 - 09.2024
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Maintained a clean, organized, and safe work environment to promote optimal productivity and adherence to safety standards.
Automotive Parts Specialist
Advance Auto Parts
10.2022 - 01.2023
- Coordinated special orders for hard-to-find or unique items, resulting in increased revenue opportunities.
- Stocked storage areas with merchandise from new trucks, following bins system accurately to minimize inventory errors.
- Improved customer satisfaction by providing expert advice on automotive parts and their applications.
- Assisted customers in identifying the correct parts for their vehicles, ensuring optimal performance and reduced returns.
- Worked with vendors to place new orders, handle shortage and resolve defective parts issues.
- Maintained a clean and organized work environment, adhering to safety guidelines and regulations.
- Provided technical support to customers regarding installation or troubleshooting of automotive parts issues.
- Resolved customer complaints promptly, demonstrating professionalism and empathy.
Service Advisor
Courtesy Tire
09.2019 - 09.2022
- Answered phone calls and responded to questions and concerns.
- Explained amount for expected services and provided detailed answers to customer questions.
- Recommended additional, useful services to customers to increase overall sales.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Used knowledge of services to recommend additional products and offerings to customers.
- Researched coverages under warranties and determined requirements for coverage.
- Handled telephone inquiries regarding appointments and work in process.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Documented and scoped actions taken to resolve issues after service calls.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Updated customer accounts in computer system, submitted payments and changed personal details.
Retail Sales Associate
Advance Auto Parts
01.2017 - 09.2019
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Initiated friendly conversation with customers to determine level of assistance required.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Calculated pricing, applied discounts and collected payments to process transactions.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Answered questions about current promotions and resolved issues according to store policies.
- Handled price checks, merchandise transfers and fitting room returns to keep store orderly and efficient.
- Created price tags and merchandise signs for new items.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Stocked and cleaned shelves while maintaining neat and orderly store.
- Responded to customer questions about products and services.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
Retail Service Specialist
Oreilly Auto Parts
01.2016 - 01.2018
- Engaged customers while solving issues and providing solutions with fast and accurate transaction processing.
- Maintained knowledge of products and services offered and replenished products on sales floor.
- Demonstrated store's values and mission through customer service to ensure complete customer satisfaction.
- Helped customers locate store products.
- Oversaw cashiers' drawers and payment processing to keep store finances accurate and prevent losses.
- Maintained physical appearance of store with continuous attention to areas such as entryways and restrooms.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Evaluated store performance and incorporated feedback to implement improvement plans.
Education
High School Diploma -
Renton Technical College
Renton, WA06.2017
Skills
- Records maintenance
- Service estimates
- Data entry
- Call Center Operations
- Store maintenance
- High-energy attitude
- In-store support
- Direct sales
- Customer service
- Multitasking and organization
- Vehicle assessment
- Computer skills
- Service scheduling
Timeline
Service Advisor
Easy Street Auto Repair
09.2024 - Current
Technician
Gregs Japanese Auto
02.2023 - 09.2024
Automotive Parts Specialist
Advance Auto Parts
10.2022 - 01.2023
Service Advisor
Courtesy Tire
09.2019 - 09.2022
Retail Sales Associate
Advance Auto Parts
01.2017 - 09.2019
Retail Service Specialist
Oreilly Auto Parts
01.2016 - 01.2018
High School Diploma -
Renton Technical College
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