Jose Aldana
Bell,CA
Summary
Compassionate Case Manager experienced in warranty and automotive environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
21
21
years of professional experience
Work History
Senior Case Manager/Care Review Supervisor
Cali Lemon Lawyers By Prestige Legal Solutions
08.2022 - Current
- Counseled clients on legal matters such as automotive lemon law.
- Drafted and negotiated settlement agreements and transactions on behalf of company.
- Revised and finalized letters, briefs, and memos.
- Contacted clients to schedule appointments and discuss progress of cases.
- Collaborated with attorneys to develop strategies for each case.
- Communicated pertinent information to clients via phone, email, and mail.
- Interviewed clients to obtain information relevant to cases.
- Researched statutes, decisions, legal articles, and codes.
- Produced legal documents such as briefs, pleadings and appeals.
- Attended court hearings and depositions to take notes and document proceedings.
- Supervised team of 4 legal personnel in conduct of corporate legal and administrative business.
- Analyzed cases to verify qualifications, needs and or advise what future steps would be for client.
- Review repair orders, to determine in warranty presentations
Inside Sales Representative
Transamerican Auto Parts
07.2021 - 08.2022
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Set up new accounts, established customer credit and set up payment methods.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
- Developed and implemented sales strategies to increase customer loyalty and retention.
- Quoted prices, credit terms and other bid specifications.
- Built relationships with customers and community to promote long term business growth.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
Service Advisor
TK Service Inc.
02.2020 - 03.2021
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Addressed customer account discrepancies and concerns.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Answered phone calls and responded to customer emails.
- Coordinated with drivers to facilitate efficient service routes and timely maintenance calls.
Case Manager Supervisor
Mazda North American Operations
04.2019 - 02.2020
- Partnered with dealers, DPSM's, and service managers to develop and implement individualized warranty plans and document customer interactions accurately to provide solutions for existing customer concerns.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Developed detailed plans based on broad guidance and direction.
Automotive Service Advisor
George Chevrolet
05.2018 - 02.2019
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered questions and provided information about service and maintenance.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Processed claim paperwork and followed up on missing information to complete processing.
- Monitored factory recalls and announcements to stay on top of changes.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
Parts Advisor
Mercedes Benz Of Beverly Hills
11.2017 - 05.2018
- Stocked and managed stock of parts.
- Organized parts storage and stocked inventory according to established guidelines.
- Ordered parts for customers, repair shops and parts department for use in shops and vehicle equipment.
- Ordered parts from various distributors to fulfill demands.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Maintained clean and neat parts counter and sales floor.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Adhered to company guidelines for performance and compliance.
- Inspected parts for defects, removing damaged parts, and replacing with new ones.
- Assisted customers in finding appropriate parts promptly.
- Processed and reshelved return orders, checking for discrepancies, potential usage and damage issue.
- Researched vehicles and parts via physical catalogs and electronic means.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Case Manager/Call Center Team Lead
American Honda Motor Co
02.2014 - 10.2017
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of 10 agents focused on automotive and warranty related calls.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Processed claim paperwork and followed up on missing information to complete processing.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Maintained detailed service and customer records.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Gathered paperwork and contacted customers to book appointments.
- Processed and recorded new policies and claims.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed systems to produce high quality customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Launched quality assurance practices for each phase of development
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Assistant Service Center Manager
Felix Chevrolet
09.2012 - 10.2013
- Trained new staff members on company policies and center expectations.
- Scheduled daily service center employees and monitored performances.
- Implemented training systems for new employees on maintenance and warranty issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in recruitment, interviewing and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Prepared monthly budgets for overall staff and center.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
Automotive Service Advisor
George Chevrolet
05.2002 - 12.2011
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered questions and provided information about warranties and maintenance.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Developed process improvements to enhance overall delivery of service.
- Read and followed technical documentation to complete accurate repairs.
- Investigated customer complaints to identify cause of malfunctions.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Analyzed vehicle data using advanced diagnostic equipment.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Processed orders, service requests and applied information to customers.
- Researched client requests to create best possible solutions for diverse needs.
- Called on existing accounts to drive sales through proactive and relationship-driven contact strategies.
Education
Associate of Science - Business Administration And Management
Rio Hondo College
Whittier, CA06.2004
High School Diploma -
Bell Senior High School
Bell, CA06.2001
Skills
- Interview Preparation
- Case Coordination
- Telephone Etiquette
- Resource Management
- Enforcement of Policies and Procedures
- Case Planning and Management
- Reading Comprehension
- Quality Assurance Controls
- Verbal and Written Communication
- Data Entry and Analysis
- Automation Leadership
- Accounts Payable and Accounts Receivable
Youth Soccer Coach
I enjoy teaching and watching kids flourish and learn. Teaching them the importance or training and team work, and how you can implement this in to their daily lifestyles is extremely fulfilling.
Languages
Spanish
Full Professional
Timeline
Senior Case Manager/Care Review Supervisor
Cali Lemon Lawyers By Prestige Legal Solutions
08.2022 - Current
Inside Sales Representative
Transamerican Auto Parts
07.2021 - 08.2022
Service Advisor
TK Service Inc.
02.2020 - 03.2021
Case Manager Supervisor
Mazda North American Operations
04.2019 - 02.2020
Automotive Service Advisor
George Chevrolet
05.2018 - 02.2019
Parts Advisor
Mercedes Benz Of Beverly Hills
11.2017 - 05.2018
Case Manager/Call Center Team Lead
American Honda Motor Co
02.2014 - 10.2017
Assistant Service Center Manager
Felix Chevrolet
09.2012 - 10.2013
Automotive Service Advisor
George Chevrolet
05.2002 - 12.2011
Associate of Science - Business Administration And Management
Rio Hondo College
High School Diploma -
Bell Senior High School
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