FRANK CONTORNO
Bethel,CT
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice, and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
12
12
years of professional experience
Work History
Service Advisor
BMW of Ridgefield
12.2022 - Current
- Managed 10-20 appointments daily
- Managed over 30 customer calls per day
- Educate clients about the company’s products, services, and offers
- Schedule appointments, take orders, monitor service progress, calculate charges, and process payments
- Review customer accounts and report changes to internal staff
- Manage complaints, returns, and resolve customer grievances
- Record customer details and transactions
- Serve as a customer relationship manager
- Serve as the link between customers and different departments in organization
- Act as a liaison between customers and technicians
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of the vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Student Teacher
Newtown Public Schools
08.2022 - 11.2022
- Develop and implement procedures for managing the class effectively during instruction, incorporating various groupings and presentation techniques
- Determine the students' developmental levels and provide commensurate instruction
- Participate in the evaluation and documentation of student progress and attendance.
- Worked with classroom teacher to learn about current standards and best practices.
- Facilitated small group activities and one-on-one instruction to meet individual student needs.
- Assisted with management of classroom rules, procedures and expectations to instill discipline and observance of conduct code.
- Cultivated positive relationships with administration, teaching staff, and students.
- Promoted positive and productive learning environment to increase engagement and rapport with students and teachers.
Service Writer
Colonial Subaru
08.2020 - 08.2022
- Managed 20-30 appointments per day
- Managed over 30 customer calls per day
- Educate clients about the company’s products, services and offers
- Schedule appointments, take orders, monitor service progress, calculate charges and process payments
- Review customer accounts and report changes to internal staff
- Manage complaints, returns and resolve customer grievances
- Record customer details and transactions
- Serve as a customer relationship manager
- Serve as a link between customers and different departments in the organization
- Act as a liaison between customers and technicians
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
District Substitute
Danbury Public Schools
09.2018 - 06.2019
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Head Golf Coach
Bethel High School
03.2018 - 06.2019
- Taught fundamental golf skills to athletes with limited experience
- Coordinate scheduling of golf matches and bus schedules
- Schedules, coordinates and coaches athletes during practice sessions
- Responsible for overseeing budget for uniforms and equipment
- Track academic progress for athletes.
- Educated players regarding course policy, current cart policy and speed of play.
- Helped team members achieve goals through commitment to success of individual students as standard of successful coaching.
- Modeled good sportsmanship and responsible behavior on greens to students to instill good etiquette and safety practices.
- Familiarized golfers with form and importance of proper stance in achieving advanced techniques such as slices and hooks.
- Demonstrated swinging and putting techniques while explaining concepts of core stabilization and proper footwork to guide motion through proper arc.
- Advised players on club selection and assisted with changing spikes and other equipment needs during rounds.
- Warned players of safety issues present on course, reporting incidents and requesting maintenance staff as appropriate.
Building Substitute
Bethel Public Schools, Bethel High School
08.2016 - 08.2018
- Follow lesson plans, procedures, and schedules to maintain consistency with students’ established routines and teachers’ plans
- Substitute for a variety of curriculums throughout the school day
- Maintain classroom teachers’ classroom schedule and management strategies
- Carry out lesson plans as written.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
Assistant Football Coach
Bethel High School
08.2015 - 08.2018
- Assist in teaching fundamental football skills during practice and game sessions
- Assist in providing leadership and accountability for student athletes involved in program
- Promote teamwork, education, and a strong work ethic.
- Scouted opposing teams to help build effective gameplay strategies.
- Implemented successful training and conditioning programs to elevate players' physical abilities and stamina.
- Counseled players dealing with academic and personal problems to help find resolutions and restore team balance.
- Enforced team rules fairly to eliminate unsafe practices and unauthorized behaviors.
- Monitored students' academic progress and coordinated extra resources for any struggling with classes.
- Maintained positive community and parent relations to build strong athletic support networks.
- Managed facilities maintenance and pre-game preparation as well as practices and outreach events.
Student Football Equipment Manager
University of Connecticut
01.2012 - 12.2014
- Handle day-to-day equipment operations for football team, jobs included setup and breakdown of practice fields daily, and handling equipment for different drills throughout practice
- Organize and track football equipment, apparel and footwear
- Performed laundry services for coaches and players before, during and after practices and games
- Maintained clean and organized facilities.
- Inventoried and loaded supplies for travel.
- Cleaned and washed uniforms and other equipment.
- Increased organizational efficiency by multitasking to foster timely project completion.
- Fitted athletes for uniforms and equipment.
Education
Master of Arts - Teaching
05.2023
GPA: 3.853
Bachelor of Arts - Human Development and Family Studies
05.2016
GPA: 2.60
Skills
- Proficient in
- Microsoft Office 365, Mac OS, CDK, X-Time, Google Services
- Active Listening, Fast-paced, Dynamic Environment, Communication, Customer Service, Teamwork, Interpersonal
- Skills, Problem Solving, Time Management, Accounting
- Data Entry
- Quality Control
- Vehicle Assessment
- Computer Skills
- Attention to Detail
- Service Recommendations
- Customer Service
- Multitasking and Organization
Timeline
Service Advisor - BMW of Ridgefield
12.2022 - Current
Student Teacher - Newtown Public Schools
08.2022 - 11.2022
Service Writer - Colonial Subaru
08.2020 - 08.2022
District Substitute - Danbury Public Schools
09.2018 - 06.2019
Head Golf Coach - Bethel High School
03.2018 - 06.2019
Building Substitute - Bethel Public Schools, Bethel High School
08.2016 - 08.2018
Assistant Football Coach - Bethel High School
08.2015 - 08.2018
Student Football Equipment Manager - University of Connecticut
01.2012 - 12.2014
Sacred Heart University - Master of Arts, Teaching
University of Connecticut - Bachelor of Arts, Human Development and Family Studies