JENNIFER BRITTON
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Lead Corporate Advisor Trainer
Diehl Automotive Group
Pennsylvania And Ohio
05.2022 - Current
- Authored the training manual for all Diehl Service Advisor employees; Diehl Automotive Service Advisor Policies & Procedures Guide.
- Proficient in Tekion since 2021. Fixed Operations Tekion experience; performing updates for 14 Diehl Automotive rooftops.
- Training team member for Tekion within dealership when new stores are purchased and Tekion is implemented.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Assisted in the development of training materials for new advisors, improving overall team performance.
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
- Produced detailed reports outlining key issues and proposed solutions.
- Contributed insights during team meetings aimed at optimizing firm-wide processes and procedures for increased efficiency.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Improved processes by recommending operational changes.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
Service Advisor
Taylor Kia Of Boardman
Boardman, OH
03.2013 - 05.2022
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- 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.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Service Manager
Taylor Kia Of Boardman
Boardman, OH
02.2018 - 03.2020
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Monitored service staff performance and provided feedback for improvement.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
Service Advisor
Sweeney Buick Pontiac GMC
Boardman, OH
01.2004 - 05.2009
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- 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.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Master of Science - Criminal Justice
Youngstown State University
Youngstown, OHBachelor of Science - Criminal Justice
Youngstown State University
Youngstown, OH05.2009
Skills
- Relationship Building
- Strategic Planning
- Training and mentoring
- Presentations and public speaking
- Research abilities
- Compliance requirements
- Critical Thinking
- Attention to Detail
- Problem-Solving
- Decision-Making
- Progress Reporting
Timeline
Lead Corporate Advisor Trainer
Diehl Automotive Group
05.2022 - Current
Service Manager
Taylor Kia Of Boardman
02.2018 - 03.2020
Service Advisor
Taylor Kia Of Boardman
03.2013 - 05.2022
Service Advisor
Sweeney Buick Pontiac GMC
01.2004 - 05.2009
Master of Science - Criminal Justice
Youngstown State University
Bachelor of Science - Criminal Justice
Youngstown State University