Heather Rene Hayes
Doggett Automotive Group
Beaumont,TX
1
Certification
16
years of professional experience
Customer-focused Service Advisor with over a decade of experience in customer service and automotive advisory roles. Delivered personalized support, resolved client inquiries, and enhanced satisfaction across multiple dealerships. Excelled in key performance indicators, driving improvements in customer relationships and loyalty through effective communication and teamwork.
Work History
Service Advisor
3 Years 6 Months- Advised three dealerships on operational improvements
- Provided exceptional customer service and support to clients, addressing inquiries, resolving issues, and ensuring overall satisfaction
- Built strong customer relationships through active listening, empathy, and tailored assistance
- Achieved recognition as top performer by consistently meeting key performance indicators (KPIs) including average handle time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT)
Service Advisor/Writer
4 Years 10 Months- Delivered exceptional customer service through personalized interactions, resulting in high client satisfaction.
- Provided exceptional customer service through one-on-one interactions, ensuring client satisfaction.
- Coordinated with internal teams to streamline service processes, improving overall customer experience.
Receptionist
2 Years 3 Months- Welcomed customers with a friendly smile at the reception area. and visitors in-person and via telephone calls.
- Monitored and screened visitors to ensure authorized access to inter-office personnel, enhancing security and operational efficiency.
- Sorted, received, and distributed mail correspondence and parcels between departments to ensure timely communication and support operations.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Answered telephone inquiries from clients, vendors and the public.
- Kept reception area clean and neat to give visitors a positive impression of the company.
- Maintained a clean reception area, including lounge and associated areas.
- Answered and managed incoming and outgoing calls, recording messages accurately to facilitate effective communication.
Deli Sales Representative
2 Years 8 Months- Sliced, served, and packaged specialty meats and cheeses to enhance customer experience.
- Recommended additional items and provided samples of weekly specials to promote store sales.
- Prepared party trays, salads and sandwiches.
- Prepared and packaged party trays, salads, and sandwiches for customer orders.
- Processed customer transactions at checkout
Certified Nursing Assistant
7 Months- Maintained accurate patient care records, documenting condition, progress, and concerns to ensure comprehensive care.
- Responded appropriately to the physical, emotional and developmental needs of patients.
- Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
- Changed sterile dressings for wound care under supervision.
- Assisted with patient transfer and ambulation.
- Changed sterile dressings.
- Assisted nurses with wound care for pressure ulcers, bedsores, and surgical site wounds.
- Performed direct patient care aimed at increasing comfort, psycho, social and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety.
- Maintained accurate records of patient care, condition, progress and concerns.
- Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patients' clothing and bedside tables/equipment.
- Assisted nurses with wound care management for pressure ulcers and surgical wounds, enhancing patient recovery.
- Maintained a clean, healthy and safe environment.
- Followed safe lifting techniques and individual resident lifting instructions.
- Responded to call lights and adjusted beds, lights, bed rails, pillows, and bedside equipment to enhance patient comfort and safety.
- Provided direct patient care to enhance comfort and well-being by assisting with personal hygiene, nutrition, and prevention of skin breakdown.
Education
GED
Skills
Customer support improvement
B2C Customer Support
Client support
Service writing
Client Consultation
Customer issue escalation
Face-to-Face Interaction
Telephone skills
Phone call management
Call center support
Email customer support
Live chat
Organizational skills
Time management
Sales
Guest relations
CLIENT RELATIONS
Internal employee customer service
Computer skills
Typing
Office experience
Automotive Industry Knowledge
Team management
Communication skills
English
Spanish
Experience
Call center support
Phone call management
Certification
Driver's License
Timeline
Service Advisor
Doggett Automotive Group
02.2023 - 08.2026Read More
Service Advisor/Writer
Group 1 Automotive
04.2018 - 02.2023Read More
Receptionist
Control valve Service Center
03.2014 - 06.2016Read More
Deli Sales Representative
H-E-B
04.2011 - 12.2013Read More
Certified Nursing Assistant
Beaumont Nursing and Rehabilitation
07.2010 - 02.2011Read More
Grayson College
GED
Read More
Awards
Service advisor of the year January 2024, Service advisor of the year for 2023, Service advisor February 2022, Service advisor of the year
Additional Information
- Skills
- Customer and client relations Customer service
- Verbal and written communication Customer-service oriented
- Attention to detail Multi-line telephone systems
- Clean and neat
- Time management
- Documentation and reporting
- Personable and outgoing
- Punctual
- Telephone skills
- Multitasking strength