- Baking
- DIY and Home Improvement
- Travelling
- Golf
- Interior Design
Heather Patzke
O'Fallon,MO
Summary
Experienced with optimizing service drive operations to increase efficiency and customer satisfaction. Utilizes leadership and management skills to foster productive team environment. Track record of implementing process improvements and maintaining high service standards.
Overview
11
11
years of professional experience
Work History
Service Drive Manager
O'Meara GMC
01.2025 - 04.2025
- Assisted in managing service drive operations and customer interactions.
- Learned to utilize dealership management systems for tracking service appointments.
- Supported team in maintaining an organized service drive environment.
- Gained knowledge of vehicle service processes and customer service best practices.
- Collaborated with technicians to ensure timely vehicle servicing and customer satisfaction.
Service Advisor
Land Rover Flatirons
09.2023 - 11.2024
- Provided exceptional customer service by addressing inquiries and resolving concerns promptly.
- Assisted in diagnosing vehicle issues and recommending appropriate services based on customer needs.
- Scheduled appointments and managed service workflows to optimize efficiency and customer satisfaction.
- Collaborated with technicians to ensure accurate service recommendations and timely repairs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
Service Advisor
New Duston Garage
11.2021 - 06.2023
- Educated customers on vehicle maintenance best practices to enhance their understanding of services rendered.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Developed and implemented maintenance schedules, reducing downtime and enhancing vehicle reliability.
Service Advisor
Land Rover Northampton
06.2019 - 12.2021
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Trained new personnel regarding company operations, policies and services.
- Established workshop controller position and responsibilities to improve workshop efficiency
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
Assistant Service Manager
Bells Volvo
01.2021 - 11.2021
- Managed day-to-day service operations, ensuring optimal workflow and customer satisfaction.
- Implemented process improvements that streamlined service delivery, reducing turnaround times.
- Assisted in resolving customer inquiries and complaints, fostering positive client relationships.
- Analyzed service metrics to identify trends and recommend actionable improvements.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Oversaw documentation accuracy for warranty claims, maintaining compliance with industry standards and regulations.
After Sales Coordinator
Mercedes Benz of Westminster
05.2014 - 11.2017
- Coordinated with cross-functional teams to execute successful delivery of vehicles to customers following their purchase
- Assisted with scheduling work and issuing work ti service technicians
- Coordinated vendor scheduling and negotiated vendor pricing to increase profitability
- Elected service department chair of employee satisfactory board to ensure cohesive employee satisfaction
- Maintained detailed records of customer interactions and service history for future reference.
- Supported promotional initiatives aimed at increasing customer engagement and loyalty within the service department.
Education
Associate of Arts - Business Management
Hickey School of Buisness
St. Louis, MO09-2009
Skills
- Staff training and development
- Data-driven decision making
- Appointment scheduling
- Vehicle maintenance
- Time management
- Attention to detail
- Excellent communication
- Team leadership
Interests
Timeline
Service Drive Manager
O'Meara GMC
01.2025 - 04.2025
Service Advisor
Land Rover Flatirons
09.2023 - 11.2024
Service Advisor
New Duston Garage
11.2021 - 06.2023
Assistant Service Manager
Bells Volvo
01.2021 - 11.2021
Service Advisor
Land Rover Northampton
06.2019 - 12.2021
After Sales Coordinator
Mercedes Benz of Westminster
05.2014 - 11.2017
Associate of Arts - Business Management
Hickey School of Buisness
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