Emily Mamede
Jersey City
Summary
Personable Assistant Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success.
Seasoned Service Advisor with substantial experience in customer support and service management. Exude strengths in communication, problem-solving, and building rapport with diverse clientele. Proven ability to streamline processes for efficiency while ensuring high levels of customer satisfaction. Noteworthy impact made in previous roles by focusing on team collaboration and proactive issue resolution.
Overview
14
14
years of professional experience
Work History
Service Advisor
Kundert Volvo
Hasbrouck Heights
05.2022 - Current
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Prepared invoices for services rendered and collected payments from customers.
- Ensured that all customer inquiries were handled promptly and accurately.
- Greeted customers and addressed their needs in a professional manner.
- Maintained records of customer interactions and transactions.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Resolved customer complaints in an efficient and courteous manner.
- Participated in ongoing training activities related to automotive technology advancements.
- Upsold additional products or services when appropriate.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
- Developed strong relationships with customers by providing exceptional customer service.
- Followed up with existing customers regarding past services performed on their vehicles.
- Promptly responded to customer inquiries via phone, email or in person.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Contacted customers about potential service upgrades, new services and account changes.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Assistant Service Manager
Liberty Kia
Ramsey
11.2020 - 02.2022
- Explained amount for expected services and provided detailed answers to customer questions.
- Recommended additional, useful services to customers, which helped to increase overall sales.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Handled telephone inquiries regarding appointments and work in process.
- Documented and scoped actions taken to resolve issues after service calls.
- Supervised monetary transactions and changes while coordinating logistics to verify service dates.
- Immediately escalated incidents to remain compliant with company's standard procedures and processes.
- Consulted with clients to outline options and obtain permission to proceed with service.
- Updated customer accounts in computer system, submitted payments and changed personal details.
- Produced repair and installation orders and updated master schedule with assignments.
- Detailed operations, expected changes and typical duration of service to customers.
- Attended conferences, vendor events and workshops to meet and network with potential new clients.
- Replenished items running low in customer inventories by quickly shipping new orders.
Assistant Service Manager
Toyota Universe
Little Falls
08.2018 - 11.2020
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Motivated, led and supported employees to maintain low turnover.
- Pitched in to complete various duties during peak periods or employee absences.
- Uphold team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Collaborated with customers to offer solutions to service needs.
- Created written estimates and obtained customer consent to proceed.
- Monitored employee performance through analysis of key metrics.
- Adhered to customer service standards to foster satisfaction and retention.
- Inspected completed work to assess quality and identify skill gaps.
- Coordinated efficient maintenance schedules to keep systems running at peak levels.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
- Explained amount for expected services and provided detailed answers to customer questions.
- Recommended additional, useful services to customers, which helped 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.
- Handled telephone inquiries regarding appointments and work in process.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Documented and scoped actions taken to resolve issues after service calls.
- Immediately escalated incidents to remain compliant with company's standard procedures and processes.
- Consulted with clients to outline options and obtain permission to proceed with service.
- Updated customer accounts in computer system, submitted payments and changed personal details.
- Produced repair and installation orders and updated master schedule with assignments.
Server
On the Border Mexican Grill and Cantina
Woodland Park
08.2016 - 04.2018
- I am a server at on the border, it is a job i take pleasure in doing I like to engage with my guest and make there visit is pleasing and put smiles on there face when I serve them Carside Server.
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Operated POS terminals to input orders, split bills and calculate totals.
- Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Collaborated with host, bus person and cook to serve up food and beverage options.
- Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Provided exceptional service to high volume of daily customers.
- Maintained accuracy while handling payments, giving change and printing receipts to customers.
- Set up dining room to meet hospitality and service standards.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Developed strong and lasting resident relationships.
Carside Specialist
Applebees Grill & Bar
Kearny
10.2014 - 04.2018
- Maintained thorough knowledge of health and sanitation standards and verified that food and service area fully complied.
- Handled cash, credit card and check transactions.
- Processed cash, credit card and check payment for services.
- Inspected supplies, equipment and work areas for conformance to standards.
- Stored food in designated containers and storage areas to prevent spoilage.
- Rotated inventory to reduce waste and optimize freshness.
- Refilled condiments, napkins and server workstations.
- Measured and weighed ingredients and stocked kitchen prep stations.
- Reported food, equipment and liquor shortages to designated personnel.
- Performed food preparation and serving duties, including carving meat, preparing flambe dishes and serving wine and liquor.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
Barista
Arcos bakery
Kearny
10.2013 - 09.2014
- Operated cash register, collected payments and provided accurate change.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Greeted guests with pleasant smile and superior customer service.
- Maintained calm demeanor during high-volume periods and special events.
- Maintained clean and organized workspace, enabling coworkers to locate resources and product.
- Memorized official and off-menu coffee and tea preparations.
- Described menu items to customers and suggested products based on stated preferences.
- Received and accurately processed customer payments.
- Maintained highest standards of conduct and service to support company reputation.
- Educated customers on beverage menu items and provided samples of daily brews.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Merchandised display cases and promoted prepared foods.
- Monitored cafe for seating availability, safety and wellbeing of guests.
- Managed inventory by establishing and adjusting ordering parameters, accurate forecasting and monitoring waste.
- Checked temperatures of freezers, refrigerators and heating equipment.
- Supported store manager with recruiting, interviewing and hiring baristas.
- Addressed and resolved customer concerns to maintain brand loyalty.
Cashier/Customer Service
Seabras
Newark
10.2013 - 07.2014
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Greeted customers and responded to informational requests.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Recommended, selected and helped locate and obtain out-of-stock products based on customer requests.
- Maintained cleanliness and presentation of stock room and production floor.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
- Counted and balanced cashier drawers.
- Cleaned and stocked front end areas, including register changing tapes and ribbons.
- Complied with cash handling procedures to meet regional cashier variance policy.
- Welcomed customers, offering assistance to help find store items.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Processed customer payments quickly and returned exact change and receipts.
- Scanned items and checked pricing on cash register for accuracy.
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
Childcare Provider
Self Employed
NJ
06.2011 - 08.2013
- I took care of children from the ages of as young as newborn up to the age of 13, we do homework and do activities that children enjoy whether it be indoor or outdoor.
- Sanitized high-touch surfaces, including toys and tables to maintain clean, safe environment.
- Prepared meals, snacks and refreshments while accounting for dietary needs and restrictions.
- Assisted children in development of social, communication and problem-solving skills.
- Used positive reinforcement and behavior modeling to instill discipline in children.
- Secured indoor and outdoor premises to protect children.
- Organized and planned age-appropriate reading, crafts and music lessons.
- Balanced schedules to promote optimal rest, play and educational periods.
- Tidied up, washed hands and assisted children in bathroom.
- Discussed developments, behavior and concerns with parents or guardians.
- Recorded behavior, food and medication dispensing information.
- Developed and implemented age-appropriate lesson plans.
- Completed daily paperwork Child Protection Services and Resource and Referral Centers.
- Maintained safe, healthy and comfortable childcare environment.
- Supervised circle time, free play, outside play and learning and developmental activities.
- Enforced rules to teach good manners and maintain safe environment.
- Adhered to all company and state policies and guidelines.
- Planned and implemented age-appropriate activities and lessons.
- Regulated children's schedules to balance rest, learning and play.
Education
Associate of Science - Clinical Child Psychology
Essex County College
Newark, NJBachelor of Science - Zoology
Rutgers, The State University of New Jersey
Newark, NJBachelor of Science - Psychology
Rutgers, The State University of New Jersey
Newark, NJSkills
- Service planning
- Microsoft Word
- PowerPoint
- Excel
- Process optimization
- Reporting and documentation
- Task delegation
- Work ethic
- Maintenance & Repair
- Data management
- Customer service
- Organizational skills
- Flexible
- Collaboration
- CDK POS systems
- Data navigation
- Invoice preparation
- Customer relationship management
- Service scheduling
- Upselling techniques
- Automotive technology
- Team collaboration
- Effective communication
- Customer engagement
- Problem solving
- Time management
- Product training
- Computer skills
- Price quoting
- Work order interpretation
- Excellent communication
Languages
Spanish, 5
Timeline
Service Advisor
Kundert Volvo
05.2022 - Current
Assistant Service Manager
Liberty Kia
11.2020 - 02.2022
Assistant Service Manager
Toyota Universe
08.2018 - 11.2020
Server
On the Border Mexican Grill and Cantina
08.2016 - 04.2018
Carside Specialist
Applebees Grill & Bar
10.2014 - 04.2018
Barista
Arcos bakery
10.2013 - 09.2014
Cashier/Customer Service
Seabras
10.2013 - 07.2014
Childcare Provider
Self Employed
06.2011 - 08.2013
Associate of Science - Clinical Child Psychology
Essex County College
Bachelor of Science - Zoology
Rutgers, The State University of New Jersey
Bachelor of Science - Psychology
Rutgers, The State University of New Jersey