Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

JOHN SMITH

Las Vegas

Summary

Dynamic professional with extensive experience at Tesla, excelling in conflict de-escalation and team collaboration. Proven ability to enhance operational efficiency and customer satisfaction through effective communication and problem-solving skills. Adept at training and managing teams, ensuring compliance with procedures while maintaining high standards of service delivery.

Overview

19
19
years of professional experience

Work History

Roadside Support Agent

Tesla
01.2025 - Current
  • Verify all customers calling into Roadside via verification process
  • Advise customers on options available – tow, mobile tire, 12v battery service, urgent mobile service, vehicle unlocks, resetting of system vis the scroll wheels
  • Ensure all customers are taken care of promptly either through sms cases or phones
  • Help other agents with questions pertaining to vehicle info and support either through autodiag or garage
  • Updating of agents QA’S, CSTATS, Stats via OneNote
  • Ensure all training is up to date
  • Ensure all customer info is kept confidential
  • Deescalate customer with listening and acknowledging concerns and showing empathy
  • Follow wires set forth by Tesla to ensure procedures are followed
  • Conduct follow ups with supervisors with concerns or issues
  • Help other employees with questions via teams chat or in person

Support Sales Associate

AAA Auto Care
Las Vegas
03.2022 - 12.2024
  • Support Service Advisors and help manager in all aspects of day-to-day operations
  • Answer phones for appointments or questions regarding services offered
  • Shuttle members to and from their homes, picking up parts from parts stores or dealerships
  • Familiar with Protractor with setting appointments, cashing members out using connect suit, ordering parts, looking up parts
  • Use of protractor to input members info for service from start to finish with their work orders
  • Contacting members with what the technician found upon their inspection and relaying what it will take to repair their vehicle. Sending member inspection report and emailing them detail invoice with pricing and parts
  • Calling parts stores or dealerships to inquire about parts availability, sourcing parts
  • Keeping all daily paperwork updated, members work orders, invoices from parts stores, credits from all suppliers
  • Keep the mechanic shop cleaned and organized, keeping all items labeled per aaa and state and local authorities
  • Keeping Manager updated on inventory such as oil, filters, coolant, and other miscellaneous items
  • Help technicians move members vehicles in and out of shop and test drive vehicles once techs are completed with work
  • Help manager with monthly inventory, inputting inventory into protractor when inventory arrives
  • Closing out nightly paperwork in protractor and connect suit
  • Know how to post nightly paperwork and upload into google drive

Night Manager

Global Emergency Road Service
Palmdale
11.2016 - 07.2021
  • Closely monitored dispatch board to triage and prioritize over 250 daily calls. The call volume is for 3 stations
  • Kept detailed track of all available field personnel and all in-progress and completed calls.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch of correct truck.
  • Documented all changes in computer tracking system. Maintained updated and detailed records of calls in physical and electronic database.
  • Maintained cash, credit card, and checks according to cash management system using QuickBooks.
  • Maintained timesheets and payroll on a daily basis using payroll computer system.
  • Knowledgeable in flat beds and battery service trucks, kept detail records for maintenance on each truck to ensure compliance with AAA and state laws.
  • Scheduling of drivers and dispatchers.
  • Trained new drivers and dispatchers in accordance with company and aaa standards, ensured drivers completed the online training as required.

Manager

Special Response Services
Palmdale
01.2007 - 10.2016
  • Directed efforts to mitigate threats to personnel and infrastructure, reduce risks and optimize access to critical information.
  • Developed improved training methods with focus on public safety and officer awareness.
  • Assessed ongoing risk factors and suggested improvements to senior management. Served as liaison with public official’s company negotiators and other departments to maintain big picture understanding of security needs covering all corporate assets.
  • Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
  • Implemented surveillance cameras to investigate loss, fraud, theft and abuse by employees or visitors.
  • Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies and plans.
  • Supervised grounds, employee entrances and exits and security officers on duty.
  • Recorded incident reports with detailed accounts of occurrences.
  • Kept team compliant with security protocols and appearance standards. Oversaw team of up to 100 security officers and managed administrative duties, including scheduling and performance evaluation

Education

No Degree - Business Administration and Management

Los Angeles Mission College
Sylmar, CA

Skills

  • Capital improvement planning
  • Team Building
  • Ability to schedule employees
  • Training experience
  • Scheduling and calendar management
  • Problem-solving skills
  • Time management
  • File management
  • Cash Handling
  • MS Office
  • Problem resolution
  • Supervision
  • Business operations
  • Team management
  • Effective communication
  • Team collaboration
  • Conflict de-escalation
  • Live chat support

Awards

  • AAA Station of the year for California 2017, 2018, 2019, & 2020
  • AAA top 5% Station of the Year US for 2019
  • AAA Safety Station Award

Timeline

Roadside Support Agent

Tesla
01.2025 - Current

Support Sales Associate

AAA Auto Care
03.2022 - 12.2024

Night Manager

Global Emergency Road Service
11.2016 - 07.2021

Manager

Special Response Services
01.2007 - 10.2016

No Degree - Business Administration and Management

Los Angeles Mission College

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