Elaina Mariana
Albany,NY
Summary
Results-driven Automotive Service Advisor excelling in customer relations, complaint handling, and service efficiency. Proven ability to increase customer satisfaction and foster repeat business through effective communication and detailed service recommendations.
Automotive professional with significant expertise in service advisory roles, known for high standards and results-driven approach. Proficient in diagnosing customer vehicle issues and coordinating repair services to ensure optimal performance. Emphasizes team collaboration and adaptability, ensuring reliability and flexibility in dynamic work environment.
Overview
12
12
years of professional experience
Work History
Automotive Service Advisor
Gregs Towing & Recovery
Voorheesville, NY
05.2024 - 01.2026
- Managed customer inquiries and provided accurate information on services and repairs.
- Coordinated service appointments, ensuring optimal scheduling for technicians and clients.
- Assisted in diagnosing vehicle issues based on customer descriptions and technician inputs.
- Developed strong relationships with clients, fostering repeat business and referrals.
- Streamlined communication between customers and service technicians to enhance service efficiency.
- Analyzed service processes to identify areas for improvement, enhancing overall workflow efficiency.
- Led initiatives to improve customer satisfaction ratings through proactive follow-ups and feedback collection.
- 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.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Secretary
Mariana Trucking
Albany, NY
01.2014 - 06.2025
- Managed scheduling and coordinated appointments for executives and staff.
- Developed and maintained efficient office filing systems to streamline document retrieval.
- Processed incoming correspondence, prioritizing urgent communications for timely response.
- Assisted in preparing reports and presentations, ensuring accuracy and clarity of information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
Parts Counter Sales Person
NAPA Auto Parts - Genuine Parts
Troy, NY
04.2020 - 08.2021
- Assisted customers in identifying and sourcing auto parts for various vehicle makes and models.
- Processed customer orders accurately using point-of-sale systems and inventory management software.
- Provided expert product knowledge to customers, enhancing their purchasing experience and satisfaction.
- Maintained organized inventory displays, ensuring easy access to products for customers and staff.
- Monitored stock levels regularly, recommending reorders to ensure availability of high-demand items.
- Built strong relationships with customers, leading to increased repeat business and positive word-of-mouth referrals.
Laborer
Michael Luizzi Contracting
Albany, NY
07.2015 - 04.2018
- Operated heavy machinery to assist in construction projects efficiently.
- Maintained tools and equipment to ensure optimal functionality and safety compliance.
- Assisted skilled tradespeople with various tasks, enhancing team productivity on job sites.
- Followed safety protocols diligently to minimize risks during labor-intensive operations.
- Conducted site clean-up and organization, facilitating a safe working environment for all personnel.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Expanded skill set through continuous learning of new techniques, tools, and equipment related to laborer tasks.
- Maintained high-quality workmanship through attention to detail and adherence to industry standards.
Education
GED -
Guilderland Central School District
Guilderland, NYSkills
- Customer relations
- Customer satisfaction
- Building relationships
- Complaint handling
- Repair recommendations
- Organization
- Follow-up skills
- Warranty processing
- Estimating costs
- Parts ordering
- Appointment scheduling
- Automotive terminology
- Attention to detail
- Customer service
Timeline
Automotive Service Advisor
Gregs Towing & Recovery
05.2024 - 01.2026
Parts Counter Sales Person
NAPA Auto Parts - Genuine Parts
04.2020 - 08.2021
Laborer
Michael Luizzi Contracting
07.2015 - 04.2018
Secretary
Mariana Trucking
01.2014 - 06.2025
GED -
Guilderland Central School District