Josh Ortega
Ben Lomond
Summary
Goal-oriented Service Advisor with a proven track record in enhancing customer satisfaction through effective communication and streamlined processes. Dedicated to fostering strong relationships and delivering exceptional service.
Dynamic Service Manager with expertise in optimizing service operations and driving team performance. Skilled in process improvement and complaint resolution, leading to increased customer loyalty and streamlined workflows.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Advisor
Stevens Creek Cadillac
Santa Clara, CA
01.2018 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Coordinated service appointments, ensuring optimal scheduling and resource allocation.
- Assisted technicians by clearly communicating customer concerns and repair needs.
- Streamlined service processes, enhancing workflow efficiency and reducing wait times.
- Developed strong relationships with customers to foster loyalty and repeat business.
- Trained new staff on operational procedures and customer interaction protocols.
- Implemented feedback mechanisms to continually improve service quality and client satisfaction.
- Led initiatives to enhance team collaboration, resulting in improved service delivery outcomes.
- 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.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
Service Manager
South Bay Honda
Milpitas, CA
01.2016 - 01.2018
- Led service team to achieve high customer satisfaction ratings through effective communication and training.
- Implemented process improvements to enhance workflow efficiency and reduce service turnaround times.
- Developed strategic service initiatives that increased operational effectiveness and team productivity.
- Mentored junior staff, fostering skill development and promoting a collaborative work environment.
- Analyzed service metrics to identify trends and inform decision-making for enhanced service delivery.
- Coordinated with sales department to ensure seamless integration of services with customer needs.
- Oversaw scheduling and resource allocation to optimize service operations and meet demand fluctuations.
- Ensured compliance with industry standards, enhancing safety protocols within the service department.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Education
High School Diploma -
San Lorenzo Vally
Felton, CA06-1996
Skills
- Customer service
- Computer skills
- Multitasking and organization
- Vehicle assessment
- Strong work ethic
- Attention to detail
- Excellent communication
- Service estimates
- Service recommendations
- Team player mentality
- Handling customer complaints
- Complaint resolution
- Goal-oriented mindset
- Staff education and training
- Performance goals
- Workflow management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Supervised team of 25 staff members.
Certification
- Certified Service manager, Cadillac and Chevrolet - since 2018
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Service Advisor
Stevens Creek Cadillac
01.2018 - Current
Service Manager
South Bay Honda
01.2016 - 01.2018
High School Diploma -
San Lorenzo Vally