Hali Sherman
Pittsfield,MA
Summary
Hardworking and reliable individual with strong ability in customer care and problem solving. Offering clear communication, conflict-resolution and optimistic approach. Highly organized, proactive and punctual with team-oriented mentality.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Service Lane Manager
Coggins Auto Group
Bennington, VT
06.2023 - Current
- Assisted team in achieving departmental objectives as a Service Advisor
- Promoted to Service Lane Manager within one year
- Supported and supervised a team of three Service Advisors
- Coordinated workflow for up to eleven Technicians
- Processed repair orders and dispatched work to technicians
- Monitored gross profit and effective labor rates
- Tracked hours per repair order and department productivity
- Monitored and maintained customer satisfaction scores
- Coded warranty repair orders
- Trained and mentored staff on efficient service delivery and customer interaction best practices.
Service Advisor
Haddad Auto Group
Pittsfield, MA
01.2022 - 06.2023
- Provided exceptional customer service, resolving inquiries and enhancing client satisfaction.
- Evaluated vehicle issues, delivering accurate repair recommendations to customers.
- Coordinated with technicians to ensure timely completion of service requests.
- Maintained up-to-date knowledge of automotive products and services for informed consultations.
- Implemented feedback mechanisms to enhance service delivery and address customer concerns proactively.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
Service Coordinator
Haddad Auto Group
Pittsfield, MA
01.2021 - 06.2022
- Contributed to business growth by confirming customer satisfaction with service.
- Averaged a minimum of 120 inbound and outgoing calls per day and 2500 calls per month.
- Averaged 601 inbound and outbound appointments per month.
- Tracked retention rates for four stores to identify trends and areas for improvement.
- Monitored retention rates for four separate stores.
- Promoted to recall specialist after being recognized as department's top performing member.
- Delivered positive reinforcement and constructive criticism for department.
- Worked alongside service advisors to promote efficiency in communication with customers.
- Used round robin system to answer and direct calls to correct destination.
Dietary Aide
Springside Nursing & Skilled Care Center
Pittsfield, MA
07.2016 - 01.2021
- Served specific meals to patients with special dietary needs.
- Delivered meals to customer locations.
- Set 10+ tables prior to patient arrival, ensuring timely and efficient meal service.
- Ensured timely delivery of meals to customer locations.
- Delivered attentive service to customers in-person and over the phone, enhancing overall dining experience.
- Met and exceeded workflow needs independently, contributing to seamless operation in dietary services.
- Used Eco-Lab equipment to wash plates, cups, utensils, serving tools and cooking equipment.
Dietary Aide
Berkshire Medical Center
Pittsfield, MA
05.2019 - 06.2020
- Served meals tailored to patients' special dietary needs, ensuring compliance with nutritional guidelines.
- Operated multiple dishwashers to maintain cleanliness of plates, cups, utensils, serving tools, and cooking equipment efficiently.
- Delivered meals to various customer locations, ensuring timely service and adherence to dietary requirements.
- Received recognition from management for consistently delivering outstanding customer service in a fast-paced environment.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Used multiple dishwashers to wash plates, cups, utensils, serving tools and cooking equipment.
Education
Some College (No Degree) - Nursing
Berkshire Community College
Pittsfield, MAHigh School Diploma -
Pittsfield High School
Pittsfield, MA06-2020
Skills
- Employee training
- Coaching and mentoring
- Workflow optimization
- Problem-solving abilities
- Attention to detail
- Organizational skills
- Excellent customer service
- Courteous demeanor
Certification
- OSHA Complete Training
- Maintainted master Toyota advisor and lane manager certifications for 4 consecutive years
Timeline
Service Lane Manager
Coggins Auto Group
06.2023 - Current
Service Advisor
Haddad Auto Group
01.2022 - 06.2023
Service Coordinator
Haddad Auto Group
01.2021 - 06.2022
Dietary Aide
Berkshire Medical Center
05.2019 - 06.2020
Dietary Aide
Springside Nursing & Skilled Care Center
07.2016 - 01.2021
Some College (No Degree) - Nursing
Berkshire Community College
High School Diploma -
Pittsfield High School