Joel Mugisha
Rockville,MD
Summary
Talented Insurance Sales Agent with in-depth policy and regulations knowledge. Experienced in providing tailored solutions to clients. Outgoing individual with great task prioritization skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Life Insurance Sales Agent
National Life Group
04.2021 - Current
- Establish working relationship with the customer by determining and verifying the customer's service needs
- Providing life and health solutions and or mortgage protection.
Service Advisor
BMW of Rockville
08.2014 - Current
- Identified potential issues during initial vehicle assessments; recommended preventive maintenance measures to reduce future repair costs.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Provided customers with advice pertaining to the maintenance and care of their cars
- Recommended optional services and accessories to clients to best weigh out their payment options
- Implemented a quality control process to eliminate comebacks
- Maintained a 98% or greater customer satisfaction survey rating
- Documented repairs in the company ticketing software: Automobile Data Processing (ADP) and Dealer Management System (DMS)
- Collaborated with service advisors to effectively address customer concerns and provide appropriate solutions.
- Developed and maintained relationships with community organizations and agencies.
- Facilitated communication between clients and other service providers.
- Trained all supports staff.
- Assisted supervisors in analyzing monthly performance metrics; suggested process improvements leading to enhanced operational efficiency.
- Retained loyal clientele by consistently following up after services were completed to ensure complete satisfaction.
Assistant Service Manager
Hollywood Kia
03.2022 - 10.2022
- Established working relationship with the customer by determining and verifying the customer's service needs and recording them along with current vehicle and customer information
- Addressed customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
- Served as the liaison between the customers and the technicians
- Monitored repair work to ensure deadlines are met and contacting customers in case of expected delays
- Maintained an exceptional expertise of knowledge on the latest Audi vehicles and their common issues
- Documented repairs in the company ticketing software: Automobile Data Processing (ADP) and Dealer Management System (DMS)
- Maintained a 96.5% or greater customer satisfaction survey rating
- Training all supports staff.
Assistant Service Manager Alfa Romeo and Maserati
The Collection
08.2021 - 03.2022
- Promoted the sales of appropriate services, parts, and accessories by accurately identifying the customer's service needs and by thoroughly understanding the Lexus product and service lines
- Coordinated with the Service Manager, Shop Dispatcher or other service personnel and communicate with customers and technicians regarding repair work
- Determined time of completion
- Delivered or sent vehicle to technician and indicated time promised for delivery
- Addressed customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
- Trained all supports staff
- Maintained a 95.5% or greater customer satisfaction survey rating.
Service Advisor
Lexus of Rockville
03.2010 - 04.2021
- Promoted the sales of appropriate services, parts, and accessories by accurately identifying the customer's service needs and by thoroughly understanding the Lexus product and service lines
- Coordinated with the Service Manager, Shop Dispatcher or other service personnel and communicate with customers and technicians regarding repair work
- Determined time of completion
- Delivered or sent vehicle to technician and indicated time promised for delivery
- Addressed customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
- Trained supports staff
- Maintained a 98% or greater customer satisfaction survey rating.
Service Advisor
Audi of Rockville
09.2015 - 04.2019
- Established working relationship with the customer by determining and verifying the customer's service needs and recording them along with current vehicle and customer information
- Addressed customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
- Served as the liaison between the customers and the technicians
- Monitoring repair work to ensure deadlines are met and contacting customers in case of expected delays
- Maintained an exceptional expertise of knowledge on the latest Audi vehicles and their common issues
- Documented repairs in the company ticketing software: Automobile Data Processing (ADP) and Dealer Management System (DMS)
- Maintained a 96.5% or greater customer satisfaction survey rating
- Trained support staff.
Service Advisor
BMW of Fairfax
03.2014 - 08.2014
- Provided customers with advice pertaining to the maintenance and care of their cars
- Answered incoming calls and scheduled service appointments in advance
- Contacted customers to notify them of costs related to their vehicle's work in search for approval to proceed with repairs
- Maintaining an exceptional expertise of knowledge on the latest BMW vehicles
- Ensured new and used car warranty repairs by understanding warranty guidelines as outlined in the Dealerships in-house warranty policy and in BMW's Warranty Policies and Procedures Manual and Approving adjustments within standard warranty periods
- Maintained a 95.5% or greater customer satisfaction survey rating.
Internal Service Consultant/Supports Staff
Lexus of Rockville
03.2009 - 01.2010
- Documented all new vehicles for pre-delivery inspection and maintained loaner vehicle inventory
- Scheduled weekly appointments
- Inspected and monitored new cars and inventory for sales department
- Loaded and unloaded all pick up and deliveries and trade in for Pre-owned sales and New Car Sales Departments
- Programmed car keys and serial numbers into the Lexus database for New Car Sales Department
- Delivered new cars to customers' homes and processed customer payments
- Responsible for opening and closing the entire dealership every morning and night.
Education
High school or equivalent - Communications
University of Maryland University College
College Park, MD11.2008
Communication Studies -
Towson University
Baltimore, MD08.2007
Communication Arts -
Johnson C. Smith University
Charlotte, NC07.2006
Skills
- ADP (10 years)
- DMS (10 years)
- Excel (7 years)
- Microsoft Excel (7 years)
- Outlook (7 years)
- Sales (10 years)
- Salesforce
- Management (2 years)
- Communications (10 years)
- Retail sales (10 years)
- Vehicle Maintenance (10 years)
- French (10 years)
- Auto Service Management
- Auto Estimating (10 years)
- Automotive Repair (10 years)
- Oil Change (10 years)
- Marketing
- English
- Mechanic Experience
- Dealership experience (10 years)
- Service technician experience
- Dispatching
- Delivery driver experience
- Presentation skills
- Policy customization
- Risk Analysis
- Cold-calling
- Prospecting clients
- Needs Assessment
- Upselling policies
- Customer Service
- Insurance sales
- Licensed Insurance Agent
- Appointment management
- Product Knowledge
- Customer Retention
- Large account management
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Multitasking
- Multitasking Abilities
- Reliability
- Quotes and sales
Certification
- Life Insurance Agent, 04/01/21, Present, Establish working relationship with the customer by determining and verifying the customer's service needs. providing life and health solutions and or mortgage protection.
- Motorcycle License, 05/01/12, Present
Workauthorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Languages
French
Limited Working
Timeline
Assistant Service Manager
Hollywood Kia
03.2022 - 10.2022
Assistant Service Manager Alfa Romeo and Maserati
The Collection
08.2021 - 03.2022
Life Insurance Sales Agent
National Life Group
04.2021 - Current
Service Advisor
Audi of Rockville
09.2015 - 04.2019
Service Advisor
BMW of Rockville
08.2014 - Current
Service Advisor
BMW of Fairfax
03.2014 - 08.2014
Service Advisor
Lexus of Rockville
03.2010 - 04.2021
Internal Service Consultant/Supports Staff
Lexus of Rockville
03.2009 - 01.2010
High school or equivalent - Communications
University of Maryland University College
Communication Studies -
Towson University
Communication Arts -
Johnson C. Smith University
- Life Insurance Agent, 04/01/21, Present, Establish working relationship with the customer by determining and verifying the customer's service needs. providing life and health solutions and or mortgage protection.
- Motorcycle License, 05/01/12, Present
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