Gary Stewart
San Diego,CA
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. Hardworking employee enthusiastic about learning the Airline field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
14
14
years of professional experience
Work History
Service Advisor /Service Trainer
El Cajon Ford
05.2022 - Current
- Suggested add-on services that would be helpful to customers and improve bot
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Documented problems and corrective actions to maintain records.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Implemented and developed customer service training processes.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Developed estimates by costing materials, supplies, and labor.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Developed process improvements to enhance overall delivery of service.
- Maintained up-to-date knowledge of product and service change
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Worked directly with the technicians to resolve vehicle issues, and make sure the shop stayed a safe environment
Service Adviser
RV Solutions
06.2020 - 05.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed estimates by costing materials, supplies and labor
- Processed 150 invoices each weeks and mailed documentation to clients
- Answered average of 25 calls, emails and faxes per day, addressing customer inquiries, solving problems, and providing product information
- Maintained high customer satisfaction standards to meet or exceed targets
- Trained new personnel regarding company operations, policies and services
- Check shop daily that all safety procedures were in place and being followed.
Service Department Sales Trainer 1 Year Project
La Mesa RV Center Inc.
05.2019 - 04.2020
- Developed team communications and information for weekly staff meetings
- Facilitate Weekly meetings with service advisers to set goals and plans for day, week and Month
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Worked with upset customers to understand needs and provide excellent service
- Developed and maintained positive relationships with customers to build rapport and trust
- Met with customers to discuss service needs and offer available solutions
- Hired, trained and supervised team of service staff members to meet business goals
- Resolved customer complaints in professional and timely manner.
- Worked with our shop foreman to maintain a safe, and clean shop
Service Advisor
RV Solutions
07.2016 - 06.2019
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using common sense and empathy to provide effective resolution.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Capitalized on $1.2million dollars in customer up-sell opportunities resulting in 35% increased revenues.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Met all customer call guidelines including service levels, handle time and productivity.
- Recommended add on equipment to customers, thoroughly explaining details.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Handled high-volume paperwork and collaborated with parts department to resolve invoicing and shipping problems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition
- Maintained high customer satisfaction standards to meet or exceed targets
- Handled customer issues with confidence, using complex problem solving to provide effective resolution
- 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
- Suggested add-on services that would be helpful to customers and improve bottom line
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Examined service history and provided initial inspection of vehicle to identify issues
General Manager
Ivan Stewart Electric Bike Center
01.2010 - 06.2015
- Assisted with creation of marketing strategy and advertising initiatives that were used to promote facility to public
- Managed, trained and motivated back and front-of-house employees to always be improving knowledge and abilities in this field
- Delivered customized and effective solutions to clients that met unique demands
- Cultivated and strengthened lasting client relationships
- Created new revenue streams through grass roots marketing, creative thinking, and product education
- Monitored markets to capitalize on latest trends
- Increased operational efficiency by leading staff development and business planning
- Developed and implemented strategies to increase sales and profitability
- Formulated policies and procedures to streamline operations
- Trained new employees on proper protocols and customer service standards
Education
Customer Service Management
Toyota Train The Trainer Program
Torrance, CA06.2017
High School Diploma -
El Capitan High School
Lakeside, CA1985
Skills
- Attention to Detail
- Customer service
- Staff education and training
- Goal-oriented
- Mediation capability
Performance management
- Exceptional communication skills
- Customer expectations management
- Detail-oriented
- Safety Procedures
- Active Listening
riding motorcycles, working out, traveling, self improvement
I am a hardworking Person that Loves to spend time with my friends, riding motorcycles, going to the beach, working out and improving myself physically, spiritually, and emotionally. I have a passion for traveling, and desire to see the World. I believe the best education is experiencing different cultures, lifestyles, food, and values.
Timeline
Service Advisor /Service Trainer
El Cajon Ford
05.2022 - Current
Service Adviser
RV Solutions
06.2020 - 05.2022
Service Department Sales Trainer 1 Year Project
La Mesa RV Center Inc.
05.2019 - 04.2020
Service Advisor
RV Solutions
07.2016 - 06.2019
General Manager
Ivan Stewart Electric Bike Center
01.2010 - 06.2015
Customer Service Management
Toyota Train The Trainer Program
High School Diploma -
El Capitan High School
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