James Fiden
Midlothian,USA
Summary
Goal-driven Service Advisor offering over sixteen years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
27
27
years of professional experience
Work History
Owner/Operator
Auto Rescue
Richmond, VA
10.2022 - 10.2023
- Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues. In 10 months 40% of appointments were returning customers.
- Devised and implemented marketing strategies to attract new clients reaching our predicted sales goal within 9 months.
- Observed safety protocols and driving laws to maximize road and personnel safety keeping techs safe and customer cars protected.
- Calculated net income and adjusted strategies to increase income and bottom-line profits. Found ways to maximize profits margins while keeping quality top priority. The business grew between 10 and 20% each month.
- Hired and trained service department staff to drive performance.
- Prioritized and delegated daily work tasks to meet anticipated project goals. Built a new team and pushed work through the shop as needed.
- Pitched in to complete various duties during peak periods or employee absences.
- Created written estimates and obtained customer consent to proceed.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis. Including a success map posted weekly to review and motivate each employee.
Service Advisor
Bimmer Rescue
Richmond, VA
03.2022 - 10.2022
- Handled telephone inquiries regarding appointments and work in process.
- Explained amount for expected services and provided detailed answers to customer questions.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Recommended additional, useful services to customers to increase overall sales with a 90% success rate.
- Researched coverages under warranties and determined requirements for coverage.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
Service Advisor
Crown Acura
Richmond, VA
01.2007 - Current
- Greet and support customers through their service experience.help in diagnostics manage service technicians Go over findings and future needs with each customer.Maintain up-to-date knowledge on recalls and car statistics The sole service adviser qualified to service the re-released Acura NSX
Loan Officer
Nationstar
Richmond, VA
01.2006 - 01.2007
Sales/ Manager In Training
Carmax
Richmond, VA
04.1997 - 01.2006
- Took Customers through the complete buying experience.Guided customers in car selection
- Reviewed finance options
- Sold warranty options
- Trained new Sales associates.
- Performed sales consultations and educated clients on products and services.
- Achieved company growth and brand development through market expansion and sales. Helped open Carmaxs second location.
Education
Bachelor of Arts - Business Marketing
Virginia Commonwealth University
01.1997
Skills
- Professional and trusted customer service representative
- Relationship building
- Management Team Building
- Customer support understanding needs
- Years of sales experience
- Strong organizational skills
- Active listening skills
- Mathematical Calculation and Reasoning
- Staff Scheduling
- Finance and Accounting Oversight
- Records Organization and Management
- Supplier Monitoring
- Financial Statement Review
- Customer Service Management
- Hiring and Onboarding
- Employee Motivation
Accomplishments
- Winner of the walk around competition 7 out of 10 years regionally national winner twice.
- Winner of presentation competition for all brands regionally 8 years, national winner once.
- Earned the president's award many times
Career Overview
Expert in customer service and automotive knowledge. Winner of many awards in delivery and professionalism, a true standout in the field.
Timeline
Owner/Operator
Auto Rescue
10.2022 - 10.2023
Service Advisor
Bimmer Rescue
03.2022 - 10.2022
Service Advisor
Crown Acura
01.2007 - Current
Loan Officer
Nationstar
01.2006 - 01.2007
Sales/ Manager In Training
Carmax
04.1997 - 01.2006
Bachelor of Arts - Business Marketing
Virginia Commonwealth University
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