Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Youth sports training and community outreach
Additional Information
Timeline
Generic

Heather Robbins-Morrison

Westminster,Colorado

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Automotive Service and Parts industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializing in multitasking, organizing and still building great relationships with coworkers. Enthusiastic, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Automotive Service Writer

Lafayette Import Car Care
01.2023 - 08.2023
  • Improved customer satisfaction by providing accurate repair estimates and timely completion of work.
  • Enhanced service department efficiency by maintaining clear communication with technicians and customers.
  • Streamlined appointment scheduling process for better time management and increased productivity.
  • Assisted in boosting profit margins with up-selling additional services when appropriate to meet customer needs.
  • Developed strong relationships with clients, resulting in repeat business and positive word-of-mouth referrals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Store Manager

University Auto Parts Napa
06.2021 - 12.2022
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Assisted with hiring, training and mentoring new staff members.
  • Interacted well with customers to build connections and nurture relationships.

Front End Supervisor

University Auto Parts Napa
01.2020 - 06.2021
  • Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
  • Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
  • Maintained clean and organized front-end area to ensure pleasant shopping experience for customers.
  • Implemented improved cash handling procedures, reducing discrepancies and ensuring accurate financial records.
  • Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
  • Managed inventory levels for the front-end area to avoid stock-outs or overstock situations, ensuring optimal product availability.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

Auto Parts Delivery Dispatcher

University Auto Parts Napa
08.2017 - 12.2020
  • Enhanced delivery efficiency by optimizing dispatch routes and schedules.
  • Reduced customer complaints by closely monitoring delivery progress and communicating delays promptly.
  • Increased dispatcher productivity with thorough training on routing software and communication tools.
  • Managed high-volume orders, prioritizing deliveries based on urgency and location.
  • Assisted in resolution of delivery issues to maintain customer satisfaction levels.
  • Supported team members during peak periods, stepping in to cover shifts when needed to maintain service levels.
  • Served as a knowledgeable resource for drivers regarding route planning, traffic conditions, and delivery requirements.
  • Worked closely with customers to effectively resolve issues and complaints.
  • Built working relationships with clients to foster loyalty and encourage repeat business.

Education

High School Diploma -

Arvada High School
Arvada, CO
05.1995

Skills

  • Warranty Processing
  • Estimating Costs
  • Service Scheduling
  • Technical automotive knowledge
  • Empathy and patience
  • Problem-solving abilities
  • Vehicle inspection knowledge
  • Customer Service Expertise
  • Product and Service Knowledge

Affiliations

  • CBPA

Certification

  • Service Writer Operations, BG Products - 2023

Youth sports training and community outreach

I am the Social Media Coordinator at CBPA/Thunder Baseball in Broomfield Colorado, which is a 501C3 Youth/High School and college age players training facility and competitive baseball and softball organization. I have been with CBPA/Thunder since 2011 when my son played and this organization has always taught outside the sports box by also teaching life lessons, humility, empathy but most of all to ALWAYS GIVE BACK TO YOUR COMMUNITY.  I have coached, managed multiple teams, hosted and ran Tournaments but my biggest accomplishment has been helping to implement scholarships for kids or families in need or can't afford to pay for some of their baseball fees or equipment. We also have recently added a donation in place to give back to families effected by childhood cancer or severe illness. A portion of the funds raised goes towards the selected family and the remaining portion goes to Children's Hospital Denver Colorado(Neuro-Oncology)

Additional Information

I know I can bring many things to the table in a variety of positions and adapt well to new people. My extensive customer service and supervisory back ground assists me in being a leader when needed and also being able to work with a team.


Timeline

Automotive Service Writer

Lafayette Import Car Care
01.2023 - 08.2023

Store Manager

University Auto Parts Napa
06.2021 - 12.2022

Front End Supervisor

University Auto Parts Napa
01.2020 - 06.2021

Auto Parts Delivery Dispatcher

University Auto Parts Napa
08.2017 - 12.2020

High School Diploma -

Arvada High School
Heather Robbins-Morrison