Jackelyne Martinez
La Puente,CA
Summary
With a proven track record at Longo Lexus, I excel in enhancing customer satisfaction and team efficiency. Leveraging technical troubleshooting and leadership development skills, I've significantly improved service quality management, fostering customer loyalty and driving business growth. My approach combines analytical thinking with a focus on achieving and exceeding targets, embodying reliability and a goal-oriented mindset.
Overview
12
12
years of professional experience
Work History
Assistant Service Manager
Longo Lexus
06.2021 - Current
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Developed written plans and obtained customer consent to proceed.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
- Analyzed trends in customer feedback data to identify areas for improvement in service offerings or internal processes.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored budgetary constraints closely to ensure cost-effective management of labor, parts inventory, and other resources.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Increased overall efficiency within the department by optimizing workflow processes and eliminating bottlenecks in service delivery.
- Ensured compliance with industry regulations by staying informed about changes in legislation or standards related to automotive repair services.
Client Service Advisor
Toyota Pasadena
07.2020 - 07.2021
- Resolved complex issues by conducting thorough research and collaborating with team members to find innovative solutions.
- Conducted regular follow-up with clients to ensure ongoing satisfaction with products and services, addressing any concerns or needs in a timely manner.
- Managed a high volume of phone calls, emails, and in-person interactions to provide exceptional customer service for diverse clientele.
- Streamlined internal processes for increased efficiency in handling client inquiries and requests.
Automotive Service Advisor
Downey Honda
07.2018 - 07.2020
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
Assistant Service Manager
Honda Pasadena
07.2017 - 07.2018
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Developed written plans and obtained customer consent to proceed.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
- Analyzed trends in customer feedback data to identify areas for improvement in service offerings or internal processes.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored budgetary constraints closely to ensure cost-effective management of labor, parts inventory, and other resources.
- Ensured compliance with industry regulations by staying informed about changes in legislation or standards related to automotive repair services.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
Service Advisor
Goudy Honda
07.2016 - 07.2017
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
Customer Service Advisor
Acura Alhambra
07.2016 - 07.2016
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
Client Service Administrator
Carmax
07.2014 - 07.2016
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Kept management informed about potential risks or concerns regarding specific client situations.
- Facilitated clear communication between clients and internal teams, resulting in successful project completion.
- Reduced response times by creating an organized system for prioritizing incoming requests from clients based on urgency level.
- Contributed to the development of training materials for new hires, promoting consistency in service standards across the team.
Retail Sales Associate
Casinos Tuxedo
07.2012 - 07.2014
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
Education
Bassett High School
La Puente, CA05.2011
Skills
- Customer service focus
- Staff Training and Development
- Technical knowledge
- Service planning
- Schedule Coordination
- Team building expertise
- Database Administration
- Operation Monitoring
- Sales Support
- Positive Attitude
- Customer Service
- Problem-Solving
- Time Management
- Reliable and Responsible
- Multitasking and Organization
- Goal-Oriented
- Workplace Safety
- Critical Thinking
- Team Leadership
- Trustworthy and Honest
- Employee Training and Development
- Customer Service Management
- Office Administration
- Flexible Schedule
- Employee Supervision
- Leadership Development
- Service Quality Management
- Estimating and Quoting
- Coaching and Mentoring
- Analytical Thinking
- Technical Troubleshooting
- Conflict Resolution
- Service and Parts Teams Management
- Task Delegation
- Quality Control
Languages
Spanish
Native or Bilingual
Timeline
Assistant Service Manager
Longo Lexus
06.2021 - Current
Client Service Advisor
Toyota Pasadena
07.2020 - 07.2021
Automotive Service Advisor
Downey Honda
07.2018 - 07.2020
Assistant Service Manager
Honda Pasadena
07.2017 - 07.2018
Service Advisor
Goudy Honda
07.2016 - 07.2017
Customer Service Advisor
Acura Alhambra
07.2016 - 07.2016
Client Service Administrator
Carmax
07.2014 - 07.2016
Retail Sales Associate
Casinos Tuxedo
07.2012 - 07.2014
Bassett High School