HERIYR ELMASTIAN
COVINA
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives. Extensive Knowledge in automotive on all makes and models with specialization on Domestic brands.
Overview
10
10
years of professional experience
Work History
Service Manager
Pro Motors Auto
07.2023 - Current
- Assisted in managing service operations and customer interactions.
- Learned operational procedures and adhered to safety protocols.
- Supported inventory management by tracking supplies and equipment.
- Engaged with customers to resolve inquiries and enhance satisfaction.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Kept workflow steady and managed lot
- Resolved customer complaints in professional and timely manner.
- Negotiated with vendors to secure best prices for parts and supplies.
- Managed Fleet Accounts with Precision and Ensured Completion of time sensitive vehicles.
- Worked Closely with Technicians to gain better understanding of vehicle operations in order to increase sales.
Auto Warranty Claims Adjuster
Assurant
01.2020 - 05.2023
- Analyzed technical documentation and reports to determine coverage eligibility and appropriate settlements.
- Negotiated favorable settlements with claimants, attorneys, and other carriers to minimize financial risk for the company.
- Prepared summaries of damage, payments, and policy coverage.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Worked with Dealers and Technicians all over the country to determine coverage, cause of failure, and appropriate repairs on all makes and models
- Handled high case loads with ease.
- Experienced on de-escalation methods with irate customers.
Service Writer
Pro Motors Auto
06.2017 - 12.2019
- Coordinated service requests and updates between clients and technicians to ensure timely resolution.
- Assessed customer needs and provided accurate estimates for repairs and maintenance services.
- Developed and maintained detailed service records to enhance operational efficiency and customer satisfaction.
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Assisted in inventory management, helping maintain appropriate stock levels for parts department.
- Stayed up-to-date on technical knowledge through continuous education courses and manufacturer-provided training materials.
Customer Service Representative
Uhaul Moving And Storage
10.2015 - 05.2017
- Responded to customer requests for products, services, and company information.
- Trained on Customer Service and sales
- Inspected & Maintained vehicles/trailers on lot
- Assisted with trailer hitch installations
- Forklift certified
- Propane Handling Certified
- Assisted high stress customer with easy solutions while boosting sales and customer retention.
- Trained on how to read and understand P&L Sheets
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
High School Diploma -
Glendora High School
Glendora, CASkills
- MACS R134a & R1234yf Certification
- Multitasking and organization
- Problem-solving
- Team collaboration and leadership
- Work Planning and Prioritization
- Estimating and quoting
- Extended Warranty Claims Experience
- Proficient in Mitchell & Alldata
- Schedule management
- Data management
Timeline
Service Manager
Pro Motors Auto
07.2023 - Current
Auto Warranty Claims Adjuster
Assurant
01.2020 - 05.2023
Service Writer
Pro Motors Auto
06.2017 - 12.2019
Customer Service Representative
Uhaul Moving And Storage
10.2015 - 05.2017
High School Diploma -
Glendora High School