Jessica Augustine
New Salem,PA
Summary
Motivated individual with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Skilled in building customer relationships and understanding customer needs. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
14
14
years of professional experience
Work History
Operations Manager
Bobcat Of Pittsburgh, RECO Equipment
07.2022 - Current
- Merged two locations and successfully increased sales by over 20% for 5 consecutive months.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Negotiated with vendors to secure best prices for parts and supplies.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained records of service transactions and customer feedback for future reference.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Monitored inventory levels and placed orders to replenish stock.
- Managed team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Facilitated communication between customers, technicians, and other dealership departments to ensure seamless service experience for all parties involved.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- Analyzed warranty data and provided regular reports to management, highlighting trends and identifying areas for improvement in service delivery.
- Monitored factory recalls and announcements to stay on top of changes.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
- Stayed up-to-date on changes in manufacturer warranties and communicated updates to service department staff as necessary.
- Managed warranty parts inventory, ensuring prompt return to vendors for reimbursement purposes.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
Client Advocate
CemSites
02.2021 - 07.2022
- On boarded and maintained 430 accounts
- Developed training scripts
- Acts as liaison between Software Development team and new Clients
- To carry New Clients from Sales process to Production process and then live in their software
- Provides clarity to production team on client needs
- Through strong communication and investigative techniques uncovers clients needs
- Resolved complex issues, ensuring positive customer experience and fostering long-term relationships.
- Served as trusted advisor to both new and existing clients by staying up-to-date on industry news and best practices.
- Delivered informative presentations to prospective clients on services offered, resulting in increased business opportunities.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Works alongside production manager on scheduling each step of production process
- Organized events such as webinars or training sessions that provided valuable information about products or services offered.
- Conducted 1-3 hour virtual training for corporate clients
Office Manager
Redstone Candy
08.2020 - 01.2021
- Managed incoming orders for seasonal candy sales exceeding 2500.
- Managed shipping and packaging orders
- Works daily in Quickbooks, creating customer accounts, invoices and statements
- Handles accounts receivables
- Provides customer service solutions
- Performs data entry
- Takes and fulfills orders
- Engages in inbound/outbound sales.
Service Advisor/Writer
Premier Nissan of Morgantown
11.2019 - 07.2020
- Assisted in opening of new location
- Maintained KPI scores for Dealer brand over 70%
- Acts as liaison between service technicians and customers
- Provides preventative maintenance recommendations
- Follows up with customers on vehicle repairs and needs
- Provides exceptional customer service before, during, and after vehicle repairs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Trained new personnel regarding company operations, policies and services.
- Interpreted diagnostic results to provide accurate repair recommendations.
Assistant Manager
Eat n Park Hospitality Group
05.2018 - 05.2019
- Supervises operations and systems in restaurant
- Assures company standards of quality, service, and sanitation are consistently met
- Monitors daily/weekly/monthly labor and food cost averages.
- Maintained food cost goals
- Maintained Labor cost goals
- Increased sales year over year by 20% for 2 consecutive quarters
Audio Visual Convention Services Concierge
Royal Productions
08.2017 - 01.2018
- Acts as liaison between A/V Department and Convention Services, Catering, and Banquets departments
- Manages meeting planner/guest experience by making sure needs are met and expectations are exceeded
- Attends planning meetings including site visits, daily BEO, pre-cons, and in-house events
- Makes initial contact for upcoming groups and meets with groups multiple times during event to ensure satisfaction.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Catering Sales and Services Manager
Elegant Catering
05.2017 - 08.2017
- Engages in B2B sales with local vendors and venues
- Creates catering documents including BEO's, contracts, invoices, proposals, and menus
- Handles wedding planning.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
Assistant Store Manager
Mr. Tire
10.2015 - 05.2017
- Creates relationships with local warehouses for fleet business
- Assists in fixing inventory issues,
- Adds WOW factor for customers through waiting area renovations, coffee and water station, and ensuring daily cleanliness.
- Increased average repair profit by 10% year over year
Customer Services Manager
Giant Eagle
03.2015 - 10.2015
- Assists store managers in training cashiers
- Handles cash auditing, deposits, and making change
- Manages Pennsylvania Lottery sales, inventory, and auditing
- Assists customers and resolves customer concerns
- Aided in loss prevention and decreasing waste
Branch Manager
Hertz
06.2010 - 10.2014
- Opens 3 new Local Edition locations
- Trains and develops employees into management roles
- Maintains above 40% sales penetration over 1 year
- Creates and maintains business accounts for replacement rentals
- Ensures customer satisfaction
- Manages store's budget and finances, inventory, and fleet maintenance
Education
Bachelor's of Science in Hospitality and Event Management - Hospitality Management
University of Central Florida
Orlando, FL05.2008
Skills
- Inventory Management
- Operations Management
- Outside Sales
- Inside Sales
- B2B Sales
- Contract Negotiation
- Sales Tracking
- Client Relationships
- Conflict Management
- Account Management
- Software Troubleshooting
- Event Planning
- Salesforce
- Project management software
- CRM software
- ERP systems
- Microsoft Office, 365
- Google Suite
- Staff Development
- Hiring and Onboarding
- P&L Management
Timeline
Operations Manager
Bobcat Of Pittsburgh, RECO Equipment
07.2022 - Current
Client Advocate
CemSites
02.2021 - 07.2022
Office Manager
Redstone Candy
08.2020 - 01.2021
Service Advisor/Writer
Premier Nissan of Morgantown
11.2019 - 07.2020
Assistant Manager
Eat n Park Hospitality Group
05.2018 - 05.2019
Audio Visual Convention Services Concierge
Royal Productions
08.2017 - 01.2018
Catering Sales and Services Manager
Elegant Catering
05.2017 - 08.2017
Assistant Store Manager
Mr. Tire
10.2015 - 05.2017
Customer Services Manager
Giant Eagle
03.2015 - 10.2015
Branch Manager
Hertz
06.2010 - 10.2014
Bachelor's of Science in Hospitality and Event Management - Hospitality Management
University of Central Florida
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