Jacobe Brown
Mooresville,NC
Summary
Dedicated automotive professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Assistant Service Manager
Dutch Miller Kia Of Charlotte
01.2024 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Met with customers to discuss service needs and offer available solutions.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed trends in customer feedback data to identify areas for improvement in service offerings or internal processes.
Guest Relations Captain
BEST Crowd Management
08.2013 - Current
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Enforced strict building access protocols by allowing entrance only to authorized personnel
- Enforce NFL Code of Conduct and all Bank of America Stadium policies.
Senior Service Advisor
JT's Kia of Rock Hill
12.2021 - 12.2023
- Recommended additional, useful services to customers, which helped to increase overall sales
- Contributed to business growth by confirming customer satisfaction with service and quality
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Led a team of advisors to consistently achieve monthly performance targets and objectives.
- Managed warranty claims, ensuring proper documentation and communication with manufacturers.
- Collaborated with technicians to ensure accurate diagnoses and timely completion of repairs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Consulted with customers to determine best methods to resolve service and billing issues.
Express Lane Manager
Lake Norman Chrysler Dodge Jeep Ram
10.2021 - 12.2021
- Hire and train new express technicians
- Worked effectively in fast-paced environments.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Service Attendant Manager
Lake Norman Chrysler Dodge Jeep Ram
08.2020 - 12.2021
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations
- Coordinates with customer for pick up and delivery of loaner vehicles and their personal vehicle.
- Documented all work performed on vehicles and added to company system for reference.
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and coached newly hired team members in delivering good service to customers.
- Test-drove vehicles to confirm proper operation before delivering to customers.
- Created attractive merchandise displays to entice customers to make purchases.
- Conducted regular equipment maintenance checks to ensure proper functionality and safety standards were met.
- Streamlined facility cleanliness, ensuring a welcoming environment for all patrons.
Service Advisor
Lake Norman Infiniti
01.2019 - 01.2020
- Recommended additional, useful services to customers, which helped to increase overall sales
- Contributed to business growth by confirming customer satisfaction with service and quality
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Explained amount for expected services and provided detailed answers to customer questions
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Maintained high customer satisfaction standards to meet or exceed targets.
Lead Service Attendant
Lake Norman Infiniti
09.2017 - 01.2019
- Oversees the service lane, included but not limited a team of service attendants, a team of car attendants.
- Maintain and manage fleet of loaner vehicles included but not limited to maintenance, tags and registration, state inspection, vehicle tracking, and cleanliness
- Ushered guests and enthusiastically provided directional guidance throughout facility
- Assisted maintaining cleanliness of facility by reducing waste and cleaning tasks
- Provided exceptional customer service and enthusiasm when assisting guests and responding to inquiries
- Managed wide variety of customer service and administrative tasks to resolve customer issues
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations
- Assist and support Service Director and Service Advisors.
- Acts as an Express Service Advisor, providing support to the Express Service Department.
- Refilled automobiles with appropriate levels of fluids and lubricants.
- Oversaw facility maintenance activities, ensuring a clean and safe environment for both guests and staff members alike.
- Test-drove vehicles to confirm proper operation before delivering to customers.
Education
Associate of Arts - Business Administration
Central Piedmont Community College
Charlotte, NCHigh School Diploma -
Mallard Creek High School
Charlotte, NC06.2012
Skills
- Customer Service
- Administrative Support
- Fleet management
- Team motivation
- Team Supervision
- Daily workflow improvement
- Mentoring
- Issue Resolution
- Shift Scheduling
- Customer Relationship Management
- Tech-Savvy
- Quality Control
- Technical Support
- Building Relationships
- Work Order Management
- Training and Development
Timeline
Assistant Service Manager
Dutch Miller Kia Of Charlotte
01.2024 - Current
Senior Service Advisor
JT's Kia of Rock Hill
12.2021 - 12.2023
Express Lane Manager
Lake Norman Chrysler Dodge Jeep Ram
10.2021 - 12.2021
Service Attendant Manager
Lake Norman Chrysler Dodge Jeep Ram
08.2020 - 12.2021
Service Advisor
Lake Norman Infiniti
01.2019 - 01.2020
Lead Service Attendant
Lake Norman Infiniti
09.2017 - 01.2019
Guest Relations Captain
BEST Crowd Management
08.2013 - Current
Associate of Arts - Business Administration
Central Piedmont Community College
High School Diploma -
Mallard Creek High School
Similar Profiles
Lamon DavisLamon Davis
General Sales Manager at Dutch Miller KiaGeneral Sales Manager at Dutch Miller Kia
Mazen FelfelMazen Felfel
Vehicle Sales Consultant at Planet Kia CharlotteVehicle Sales Consultant at Planet Kia Charlotte
Kyle FinneyKyle Finney
General Sales Manager / Finance Director at Kia of Port CharlotteGeneral Sales Manager / Finance Director at Kia of Port Charlotte
Elizabeth AndersonElizabeth Anderson
Teacher at Iredell-Statesville SchoolsTeacher at Iredell-Statesville Schools
Tyler ThrallTyler Thrall
Compounding Pharmacy Technician at Lakeside Specialty PharmacyCompounding Pharmacy Technician at Lakeside Specialty Pharmacy