Summary
Overview
Work History
Education
Timeline
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Ivory Leyva

San Francisco,United States

Summary

Lead Sr. Service Advisor with 4+ years of service experience delivering outstanding customer service (95%+ satisfaction rating) and finding creative solutions to unique problems to ensure customer satisfaction and success. Developed colleague into a #1 Advisor Q2 2024. A high performer and a new leader, always prioritizing the development of the team to promote growth for both individual colleagues, and the team as a collective.

Overview

4
4
years of professional experience

Work History

Lead Sr. Service Advisor

Tesla
04.2023 - Current
  • Lead a customer-focused team of service advisors in the pursuit of establishing and maintaining the standard of excellence our customers expect and deserve (recognized as the #1 Service Advisor in Bay Area Q1 2024).
  • Work with customers (10-15 daily) to identify and confirm issues with their vehicles, and collaborate with technicians to resolve said issues to meet customer and service center expectations.
  • Drive customer satisfaction through remote diagnoses, proactive appointment preparation (85%+ accuracy pre-arrival), and diverting non-service concerns with customer education to ensure seamless service experiences.
  • Foster team success by identifying and actioning KPI improvement opportunities, guiding colleagues' professional development, and leading my team to achieve company-wide metric-driven initiatives geared towards customer satisfaction.
  • Reduce backlog by capitalizing on rescheduling opportunities (transferring to mobile service, inviting customers for earlier appointments, etc.), further enhancing the customer experience by minimizing Days Until Next Available Appointment (with contributions leading to a ~2 day backlog reduction in recent days).
  • Exemplary deescalation skills, mitigating customer dissatisfaction, and maintaining customer relationships for continued future customer success within the service center.

Service Advisor

Big Joe Handling
06.2021 - 04.2023
  • Prepare material handling repair estimates for customers.
  • Drove revenue growth through strategic follow-ups on open quotes and creation of targeted special offers, consistently meeting and exceeding sales targets (contributing to a growth from ~$600,000 per quarter to $1,000,000+ per quarter within 2 months).
  • Fostered strong customer relationships by maintaining clear communication throughout repair processes, ensuring client needs were met promptly.
  • Researched parts, pricing, and availability to provide accurate quotes that best met the customers' needs, minimizing errors and expediting repair timelines.
  • Implemented new approaches to supplemental repair quotations, identifying additional revenue opportunities while addressing customer pain points.

Lead Dispatcher

Big Joe Handling
02.2021 - 06.2021
  • Processed service requests from customers, gathering all pertinent information to ensure alignment in expectations and successful repair.
  • Implemented efficient scheduling systems for technicians. Optimized dispatch processes, reducing response times from4 days to 2 days, enhancing customer satisfaction.
  • Cultivated strong relationships with technicians and customers, facilitating smooth communication and coordinated problem-solving efforts.

Education

Bachelor of Arts - Psychology

California State University-Northridge
Northridge, CA
01.2016

Timeline

Lead Sr. Service Advisor

Tesla
04.2023 - Current

Service Advisor

Big Joe Handling
06.2021 - 04.2023

Lead Dispatcher

Big Joe Handling
02.2021 - 06.2021

Bachelor of Arts - Psychology

California State University-Northridge

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