GWENDOLYN VON DOHLEN
Citrus Heights,CA
Summary
Dedicated Automotive Service Specialist with extensive experience in dealership customer relations and service coordination. Proven track record of managing vehicle fleets and utilizing DMS software to streamline administrative workflows and boost customer satisfaction.
Overview
4
4
years of post-secondary education
7
7
years of professional experience
Work History
SERVICE ADVISOR
Kia of Paso Robles
Paso Robles, CA
10.2023 - 05.2026
- Advised customers on vehicle features, pricing, service policies, and contract coverage, clarifying repair needs and setting accurate expectations for costs and timelines.
- Implemented a proactive customer communication plan with regular status updates, delay notifications, and policy guidance, strengthening verbal and written communication while improving transparency throughout the repair process.
- Documented repair concerns with attention to detail, utilizing service documentation and instructions to facilitate accurate diagnosis and seamless handoffs between customers, technicians, and parts.
- Designed and implemented a standardized post-service follow-up process to confirm satisfaction and address repeat concerns, leading to a significant reduction in customer complaints.
- Managed a 10-20 vehicle loaner fleet by scheduling reservations, tracking maintenance needs, and enforcing loaner policies to maximize availability while maintaining service quality standards.
CASHIER & USED VEHICLE WRITER
Perry Ford
San Luis Obispo, CA
08.2022 - 10.2023
- Processed cashier transactions for repairs and parts orders, accurately completing all parts and service transactions while maintaining a professional, customer-ready front counter environment.
- Facilitated customer check-ins by documenting concerns clearly and writing repair orders that followed company and manufacturer requirements, improving communication between customers and the service team.
- Reviewed, scanned, and closed completed repair orders and related parts invoices with strong attention to detail, ensuring compliance and audit readiness for timely RO completion.
- Coordinated with service department to prioritize inspection scheduling for incoming used vehicles based on customer demand, reducing turnaround time for preparing vehicles for sale while upholding quality standards.
- Processed cashier transactions for repairs and parts orders, accurately completing transactions and ensuring a professional, customer-ready front counter environment.
ADMINISTRATIVE ASSISTANT
BMW of Roseville
Roseville, CA
02.2021 - 08.2022
- Streamlined administrative workflows by automating routine tracking, correspondence, and record management in dealership systems, improving throughput while meeting production and quality standards.
- Scheduled and managed loaner vehicle appointments, gathered customer and vehicle details, and routed inquiries to appropriate service team members to ensure clear expectations and maintain service flow.
- Prepared and distributed daily loaner activity reports, tracking usage and status to enable timely decision-making and uphold service quality.
- Handled parts department cashiering and reconciled cash transactions to ensure accurate closeout and maintain financial accountability.
- Processed and documented warranty transactions and repair orders in line with manufacturer and dealership policies, maintaining audit-ready records and accurate service history.
CAR CONCIERGE
Shift Operations LLC
Sacramento, CA
03.2020 - 02.2021
- Advised customers on vehicle inventory, features, pricing, and financing options, using clear communication to set expectations and build trust.
- Guided customers through the full sales and trade-in process by explaining paperwork, policies, and required steps, ensuring documents were completed accurately and in compliance with dealership procedures.
- Addressed customer questions and concerns, directing them to appropriate departments and following up to ensure timely resolutions and positive experiences.
- Managed client correspondence and maintained organized records and documentation, supporting a reliable follow-up system and consistent quality in a fast-paced, high-volume environment.
- Processed transactions of varying complexity with attention to detail, following management guidelines and applicable legal and service policy requirements.
LOT PORTER
Roseville Honda
Roseville, CA
09.2019 - 03.2020
- Safely moved and staged vehicles across the sales lot, and delivery areas to keep daily operations on schedule while meeting dealership quality and safety standards.
- Prepared vehicles for delivery through washing, fueling, and inspections, ensuring a professional presentation and identifying safety concerns prior to handoff.
- Tagged vehicles and documented locations, ensuring accurate inventory tracking and expediting retrieval for advisors, technicians, and sales staff.
- Coordinated vehicle transfers between lots and showrooms, enhancing transport logistics to alleviate lot congestion and streamline service lane flow.
- Maintained a valid California driver's license with a clean DMV record and followed dealership procedures and written instructions while working in a fast-paced environment.
Education
Lincoln High School -
Lincoln High School
Lincoln, CA 08.2015 - 06.2019
Skills
- Service Order Processing
- Service Management Software
- CRM software
- Customer Service Strategies
- Client Relationship Management
- Customer Communication
- Customer Relations
- Post-Service Follow-Up
- Customer Advocacy
- Vehicle Maintenance Coordination
- Warranty Documentation
- Client engagement
Dms Software
- Tekion
- Dealertrack
- CDK
- Renoylds and Renoylds (Ignite)
Timeline
SERVICE ADVISOR
Kia of Paso Robles
10.2023 - 05.2026
CASHIER & USED VEHICLE WRITER
Perry Ford
08.2022 - 10.2023
ADMINISTRATIVE ASSISTANT
BMW of Roseville
02.2021 - 08.2022
CAR CONCIERGE
Shift Operations LLC
03.2020 - 02.2021
LOT PORTER
Roseville Honda
09.2019 - 03.2020
Lincoln High School -
Lincoln High School
08.2015 - 06.2019