Ingrid E. Rivera

• Coordinated service appointments to ensure efficient scheduling, workflow optimization, and high customer satisfaction.
• Prepared detailed repair orders, effectively communicating customer concerns, and service requirements to technicians.
• Processed service orders and invoices with accuracy, supporting smooth and efficient billing procedures.
• Addressed customer inquiries and resolved issues promptly to enhance the overall service experience.
• Prepared precise cost estimates for repairs and maintenance, securing customer approval prior to performing work.
• Collaborated with the Parts Department to ensure the timely availability and delivery of required components for service jobs.
• Assisted customers in understanding service options and vehicle maintenance needs, promoting informed decision-making.
• Monitored the progress of vehicle repairs and maintenance, providing customers with timely status updates, and notifications of any changes.
• Recommended additional services and repairs to customers, increasing sales opportunities, while ensuring comprehensive vehicle care.
• Maintained accurate and detailed service records for each customer, ensuring a complete and reliable service history.

• Supervised and guided team members to achieve performance targets and maintain high service standards.
• Coordinated daily operations and delegated tasks to ensure efficient workflow and productivity.
• Conducted training sessions and provided ongoing support to develop team skills and knowledge.
• Monitored team performance, provided feedback, and implemented improvement plans to enhance efficiency.
• Analyzed performance metrics and prepared reports for management review.
• Collaborated with other departments to streamline processes and improve service delivery.
• Led team meetings to discuss goals, progress, and areas for improvement.

• Provided training, mentoring, and performance feedback for agents.
• Handled complex customer inquiries and escalations, achieving a 95% resolution rate.
• Developed and delivered training programs, enhancing staff knowledge and service capabilities.
• Identified areas for process improvement, collaborating with management to implement effective changes.
• Assisted agents with technical issues related to call center software and tools.
• Maintained strong relationships with key customers, addressing their needs and concerns promptly.

• Conducted on-site training sessions for employees at multiple locations, ensuring adherence to company policies and service standards.
• Assisted in the implementation of new processes and procedures, contributing to a 20% increase in operational efficiency.
• Provided on-site support to improve customer service practices, addressing issues, and maintaining high levels of customer satisfaction.
• Facilitated the sharing of best practices between locations, promoting consistency and excellence across the organization.
• Identified and resolved operational challenges, working closely with site managers to develop effective solutions.
• Compiled detailed reports on training sessions, performance evaluations, and operational improvements, presenting findings to senior management.

Automotive Service Advisor (March 2021 - September 2022)

• Greeted customers and assessed their vehicle service needs, providing excellent customer service and building strong relationships.

• Conducted detailed consultations with customers to understand their concerns and explain necessary services and repairs.
• Created and managed work orders, ensuring accurate documentation and communication to the service team.
• Prepared and provided accurate cost estimates for repairs and maintenance, obtaining customer approval before proceeding with work.
• Coordinated with the parts department to ensure timely availability and delivery of required parts for service jobs.
• Monitored the progress of vehicle repairs and maintenance, keeping customers informed of status updates and any changes.
• Recommended additional services and repairs to customers, enhancing sales and ensuring comprehensive vehicle care.
• Maintained detailed and accurate service records for each customer, ensuring a comprehensive service history.
• Collaborated with technicians, service managers, and other team members to ensure efficient workflow and high service standards.
• Conducted follow-up calls with customers to ensure satisfaction and address any post-service concerns.

Automotive Service Advisor (June 2018 - June 2020)

• Collaborated with the service team to ensure timely and efficient service delivery, achieving a 95% on-time service completion rate.
• Improved First Contact Resolution (FCR) rate by 10% by accurately diagnosing customer issues and coordinating efficient service solutions.
• Achieved a Repeat Customer Rate of 80% by fostering strong customer relationships and trust.

• Accurately entered customer service information into data entry programs, utilizing CDK and Xtime systems.
• Assisted in coordinating pre- and post-appointment processes for customers, ensuring parts availability and facilitating rescheduling as needed.
• Contributed to positive customer experiences, resulting in favorable Google reviews.
• Increased service revenue growth by 25% over a one-year period through strategic upselling and customer retention efforts.

• Supervised and supported service staff to ensure efficient and effective service delivery.
• Assisted in the management of daily operations within the service department.
• Coordinated service schedules and managed workflow to optimize productivity and customer satisfaction.
• Conducted training sessions for new employees and provided ongoing coaching to existing staff.
• Monitored service performance metrics, and implemented strategies for improvement.
• Assisted in the development and implementation of service policies and procedures.
• Ensured compliance with company policies, safety standards, and regulatory requirements.
• Collaborated with other departments to enhance overall service quality and efficiency.

• Supervised and supported service staff to ensure efficient and effective service delivery.
• Assisted in the management of daily operations within the service department.
• Coordinated service schedules and managed workflow to optimize productivity and customer satisfaction.
• Conducted training sessions for new employees and provided ongoing coaching to existing staff.
• Monitored service performance metrics, and implemented strategies for improvement.
• Assisted in the development and implementation of service policies and procedures.
• Ensured compliance with company policies, safety standards, and regulatory requirements.
• Collaborated with other departments to enhance overall service quality and efficiency

• Adapted classroom activities, assignments, and/or materials under the direction of the supervising teacher for the purpose of supporting and reinforcing classroom objectives.
• Administered immediate first aid and medical assistance as instructed by a health care professional for the purpose of meeting immediate health care needs and/or developing children's daily living activities and behavioral skills.
• Monitored students during assigned periods within a variety of school environments (e.g., lunch, car loop, playground, classroom, restroom, field trips, assemblies, kitchen, etc.) for the purpose of maintaining a safe and positive learning environment.
• Performed clerical tasks (e.g., making copies, filing, etc.) for the purpose of helping the teacher get instructional materials ready. Assisted in initial technology orientation for new teachers and education staff.
• Serve as a resource for team members in all technology. Collaborate with the education team in composing effective, technology-infused, content-based lessons, and support the team as they implement the lessons in their classrooms. Assist in identifying and resolving campus issues related to technology.
• Gathers and disseminates information relevant to instructional technology.