Gerardo Mendoza 20 + Years Experience
Service Advisor
Gaithersburg,MD
Summary
Service Consultant / Service Advisor Hardworking employee with more than 24 years of customer service experience , multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Certified Service Advisor
Chrysler Jeep Dodge Ram Heritage / Ourisman
Baltimore, MD
02.2023 - 12.2023
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Trained and guided employees on correct methods for performing different repairs and maintenance services.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Documented and scoped actions taken to resolve issues after service calls.
- Collaborated closely with colleagues across departments such as sales, finance and accounting.
- Examined records and papers to verify warranty and service contract coverage.
Certified Automotive Service Advisor
Chevrolet GMC Buick Cadillac
Laurel, MD
02.2018 - 10.2022
- Performed maintenance inspections, tune-ups, oil changes and other key services.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Trained and guided employees on correct methods for performing different repairs and maintenance services.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Documented and scoped actions taken to resolve issues after service calls.
- Collaborated closely with colleagues across departments such as sales, finance and accounting.
- Examined records and papers to verify warranty and service contract coverage.
- Processed customer payments for parts and labor charges using a point-of-sale system.
- Planned work procedures using charts, technical manuals and experience.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
- Educated customers about preventative maintenance programs available at the dealership.
- Followed up with customers after service visits to confirm satisfaction with completed work.
- Reviewed work orders and discussed with supervisors.
- Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
- Utilized in-house systems and software to drive customer interaction and communication through service process.
- Completed standard inspections to assess wear and damage to vehicles.
- Inspected vehicles for damage and recorded findings to facilitate repairs.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Upsold additional products such as extended warranties, oil changes, tire rotations.
- Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
- Adhered to all applicable laws, regulations and standards related to automotive servicing operations.
- Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
- Explained amount for expected services and provided detailed answers to customer questions.
- Handled telephone inquiries regarding appointments and work in process.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Ensured that all safety regulations were strictly followed during automotive servicing activities.
- Used knowledge of services to recommend additional products and offerings to customers.
- Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
- Assisted in maintaining cleanliness of the shop area including organizing tools and equipment.
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Adjusted and repaired systems to meet manufacturers' performance specifications.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Maintained accurate records of customer transactions in the dealership database.
- Recommended additional, useful services to customers to increase overall sales.
- Coordinated delivery of vehicles upon completion of repairs or scheduled maintenance.
- Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
- Provided estimates of repair costs to customers and discussed options with them.
- Answered phone calls and responded to questions and concerns.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Conducted test drives before and after repair services.
Automotive Service Advisor
Academy Ford Laurel/Len Stoler Lexus Owings Mills
Baltimore, MD
05.2013 - 02.2018
- Positioned and removed barricades to open or close parking areas.
- Operated machines and equipment to complete work assignments or to assist workers.
- Trained personnel on proper techniques for handling customer requests courteously and promptly.
- Investigated any incidents involving damage or theft of vehicles parked by the valets.
- Copied, sorted and filed records of office activities and business transactions.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Developed organizational filing systems for confidential customer records and reports.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Greeted visitors, determined their needs and directed them to the appropriate personnel.
- Cultivated base of consistent high-end clientele due to exemplary service and competitive pricing.
- Shampooed carpets and upholstery in vehicles to remove stains and dirt.
- Used steam cleaning equipment on carpets, mats, fabric seats, dashboards, consoles.
- Inspected vehicle to verify pristine appearance for customer.
- Maintained detailed records of services performed on each customer's vehicle.
- Vacuumed car interiors to remove dirt and debris.
Certified Assistant Service Manager
Castle / Darcars / Russell Toyota
Baltimore, MD
02.2006 - 11.2012
- Collaborated with fellow team members to manage large volume of claims.
- Analyzed customer needs and provided customized advice on selecting suitable car insurance plans.
- Maintained comprehensive database for enrollment data, claim submission and payment information.
- Worked closely with appraisers, rental facilities, body shops and salvage vendors.
- Researched state laws related to automobile insurance coverage for legal compliance.
- Performed market research on competitor vehicles and pricing strategies.
- Executed creative marketing campaigns designed to increase showroom traffic.
- Prepared merchandise for purchase or rental.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Advised customers on extended warranties, insurance policies, and other related services.
- Described merchandise and explained use, operation and care.
- Consulted with customers regarding needs and addressed concerns.
- Strengthened customer retention by offering discount options.
- Provided job estimates by conducting research and contacting vendors.
Assistant Service Manager
Fitzgerald Lakeforest Toyota/Hyundai Gaithersburg
Gaithersburg, MD
01.2000 - 01.2006
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Managed service department budget and investigated and resolved discrepancies.
- Monitored technician performance and provided feedback on areas needing improvement.
- Performed daily inspections of tools, vehicles, facilities, and other equipment used by technicians.
- Delegated work to staff, setting priorities and goals.
Education
Bachelor in Theology - Theology
EVANGELICAL UNIVERSITY NEW MILLENNIUM
01.2015
High School Diploma -
Honduras Universidad Catolica De Honduras
Honduras Universidad Autonoma De Honduras
Skills
- Automotive Service
- Conflict management
- Computer Skills
- Service Estimates
- Quality Control
- Price Quoting
- Repairs Scheduling
- Service Recommendations
- Cost Estimation
- Customer Service
- Documentation and Reporting
- Clerical Support
- Excellent Communication
- Sales Expertise
- Handling Customer Complaints
- Sales and Marketing
- Sales Conversion
- Goal Setting
- Customer Relationship Management
Roles And Responsibilities
- Ensure that customers receive prompt, courteous, and effective service
- Drive the sale of technicians' time to meet departments sales forecast
- Prioritise required services, and be prepared to provide options upon request.
- Keep customer informed on completion times, estimates, and possible changes.
- Ensure customer has a positive dealership experience
- Know the product well enough to answer characteristic and operational questions regarding the customer's vehicle.
Languages
Spanish
Full Professional
English
Professional
Certification
Certified Assistant Service Manager
Service Advisor
Service Consultant
Toyota Lexus Ford Chevrolet Chrysler
Timeline
Certified Service Advisor
Chrysler Jeep Dodge Ram Heritage / Ourisman
02.2023 - 12.2023
Certified Automotive Service Advisor
Chevrolet GMC Buick Cadillac
02.2018 - 10.2022
Automotive Service Advisor
Academy Ford Laurel/Len Stoler Lexus Owings Mills
05.2013 - 02.2018
Certified Assistant Service Manager
Castle / Darcars / Russell Toyota
02.2006 - 11.2012
Assistant Service Manager
Fitzgerald Lakeforest Toyota/Hyundai Gaithersburg
01.2000 - 01.2006
Bachelor in Theology - Theology
EVANGELICAL UNIVERSITY NEW MILLENNIUM
High School Diploma -
Honduras Universidad Catolica De Honduras
Honduras Universidad Autonoma De Honduras
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