Janorris Thompson
Dallas,GA
Summary
Honorably discharged Marine Corps Veteran. Accustomed to performing in high stress environments that demand exceptional customer support, while maintaining pertinent industry certifications and standards. Highly driven professional who researches information pertaining to innovative product launches and maintains knowledge across all categories. Technologically acclimated to monitoring live data and backlogs as it pertains to quality assurance and electrical applications.
Overview
11
11
years of professional experience
Work History
Lead Virtual Service Advisor
Tesla
Kennesaw, GA
02.2023 - Current
- Transitioned to Lead of Greater Georgia under Paul Steckel in a centralized state. Backfilled for management to lead the Atlantic Southeast Mobile team.
- Onboarded and trained new hires. Conducted 1 on 1's, coached team members and delivered constructive feedback to promote better productivity and facilitate growth.
- Directed and led team members, supervising activities to set and achieve goals. Held weekly meetings with the team that were structured to aid in enhancement of each members customer service skills and professional development.
- Maintained professional and technical knowledge by attending training calls. Developed and maintained platform-specific documentation, comprising operations manuals, engagement model documentation and training material.
- Implemented commutation channels to aid in uniting the state while building and expanding site relations.
Virtual Service Advisor
Tesla
Kennesaw, GA
06.2022 - 05.2023
- Assisted with the review and scheduling of mobile appointments for Greater Georgia while remaining flexible to support the Atlantic Southeast.
- Transitioned to service center preparation for the Kennesaw location to aid in a decentralized state. Decreased overall site backlog under John Goode while improving appointment preparation and reducing customer wait time.
- Assisted additional sites in Greater Georgia to decrease backlog when needed. Participated in pull forwards for batch days and tactical response team support.
- Accepted additional role of Front of House Lead. Onboarded new hires and implemented strategic changes to customer communication and queue management. Assisted with increasing loaner inventory and repairs while reducing uber spend and operational cost.
- Improved customer satisfaction score for the site while further developing and mentoring team to build cohesion.
- Assisted with initial Tesla Approved Collision Center standardization implementation and execution in virtual service and front of house for Greater Georgia. Set realistic expectations with customers to improve owner experience.
Mobile Service Technician
Tesla
Roswell, GA
02.2021 - 06.2022
- Provided electrical vehicle support.
- Traveled to a customer's home on pre-set appointments using company vehicle.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Performed troubleshooting on electric vehicles and diagnosed faults, identifying and replacing faulty components.
- Updated software versions with patches and new installations to close security loopholes and improve user experience.
- Observed system functionality and entered commands to calibrate and test different areas of operations.
- Reviewed configuration files and logs to locate breakdown sources.
- Conducted preventive maintenance inspections to detect potential problems before they occur.
- Tested repaired vehicles for proper performance before returning them back to customers.
- Adhered to all company policies regarding safety regulations while performing repairs or servicing vehicles.
Automotive Compliance Specialst
CarMax
Buena Park, CA
03.2018 - 12.2020
- Conducted inspections and tests to verify safety and compliance with emissions limits.
- Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
- Examined and inspected damaged vehicles, estimating repair costs prior to performing service.
- Identified hardware issues caused by component failures using approved diagnostic tools.
- Performed functionality test and assembled components, wiring and systems, locating and correcting faults to optimize efficiency.
Logistics Specialist
United States Marine Corps
Okinawa, Japan
04.2013 - 07.2016
- Managed over $100M worth of equipment vital to national security and the safety of over 2,000 personnel; resulted in zero losses and the integrity of all materials 58 vehicles
- Led, mentored, and trained Marines in operating and maintaining equipment in support of global operations while assigned to Okinawa, Japan for a period of 48 months
- Incorporated technological and strategic advances to optimize logistics for successful humanitarian operations.
Education
Associate of Applied Science - Automotive Science And Technology
Universal Technical Institute of California Inc
Rancho Cucamonga, CA03.2018
Skills
- Troubleshooting and analysis
- Project oversight
- Team management
- Data entry
- Issue resolution
- Technical support
- Software installations
- Log updates
- Quality assurance controls
- Documentation skills
- Hardware and software updates
- System diagnostics
Timeline
Lead Virtual Service Advisor
Tesla
02.2023 - Current
Virtual Service Advisor
Tesla
06.2022 - 05.2023
Mobile Service Technician
Tesla
02.2021 - 06.2022
Automotive Compliance Specialst
CarMax
03.2018 - 12.2020
Logistics Specialist
United States Marine Corps
04.2013 - 07.2016
Associate of Applied Science - Automotive Science And Technology
Universal Technical Institute of California Inc