Dynamic automotive service professional with extensive experience in managing customer interactions, diagnosing vehicle issues, and coordinating repairs. Emphasizing teamwork and results-driven approaches fosters reliability and adaptability in fast-paced environments. Exceptional communication and problem-solving skills complement a solid technical understanding of automotive systems, enhancing the ability to drive customer satisfaction and build collaborative relationships. Committed to continuous learning and growth, consistently eager to contribute to team success while maintaining a positive attitude.
Hi, I’m
Julianna Phelps
Meridian,ID
Summary
Overview
22
years of professional experience
Work History
Caliber Collision
Service Advisor/Collision Estimator
11.2022 - Current
Job overview
- Provided expert product knowledge to customers, enhancing service experience and ensuring informed purchasing decisions.
- Coordinated service appointments, optimizing workflow and reducing customer wait times through effective scheduling.
- Developed strong relationships with clients, fostering trust and loyalty while addressing their automotive needs.
- Diagnosed customer concerns accurately, ensuring timely resolution and maintaining high satisfaction levels.
- Collaborated with technicians to communicate repair status, facilitating transparency between service team and clients.
- 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.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
Perfect Plumbing Heating & Air
CSR
02.2018 - 04.2021
Job overview
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Assisted in training new staff on operational procedures and customer service best practices.
- Streamlined communication processes between departments to enhance customer experience.
- Managed customer complaints with empathy, providing effective solutions to enhance satisfaction.
- Developed and maintained comprehensive knowledge of products and services to assist customers effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
AT&T
Customer loyalty agent
06.2014 - 05.2017
Job overview
- Answer customer service calls. Assist in billing support, technical support, programming needs, upsell cell phones packages, upsell internet services, combined current services as well cell phone, internet and Directv.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Developed strategies for customer retention by analyzing feedback and identifying improvement areas.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Consistently met or exceeded performance targets by diligently managing time, prioritizing tasks, and multitasking effectively.
- Boosted customer retention rates by building strong relationships through personalized interactions and followups.
Lithia Ford Lincoln of Boise
Quick Lane Advisor
04.2013 - 09.2013
Job overview
- Cashier, upsell vehicle repairs and maintenance, answer phones/set appointments, data entry, write estimates for Insurance claims, bill out repair orders.
Lithia Chevrolet of Redding
Service Advisor
10.2012 - 01.2013
Job overview
- Cashier, upsell repairs and maintenance, answer phones/ set appointments, data entry, write estimates for Insurance claims and warranty companies, bill out repair orders, cover survey information with customers.
Larry H. Miller Liberty Toyota Colorado Springs
Booker/ Cashier
12.2010 - 07.2012
Job overview
- Cashier, pay all technicians on worked repair orders, answer phones/ set appointments, data entry, assistant to warranty clerk, collecting money for warranty work covered by various after market and manufacturing warranty companies.
Colorado Springs Dodge
Internal Service Advisor
08.2010 - 12.2010
Job overview
- Process all "We Owe" orders, schedule appointments with vendors for repairs and accessories, work with Sales Manager/ Service Manager to stay under budget on vehicle repairs and accessories, generate purchase orders to pay vendors, customer service.
Daniels Long Chevrolet
Service Advisor
09.2004 - 05.2008
Job overview
- Customer service, cashier, upsell repairs and vehicle maintenance, write repair orders, pay technicians for hours worked, answer phones/ set appointments, data entry, write estimates for Insurance claims and warranty companies, submit paperwork to collect money owed on claims.
Phil Long Ford at Chapel Hills
Delivery Assistant
08.2003 - 09.2004
Job overview
- Check in all new cars for lot, file owners manuals and check in vehicle keys into key track, delivery of new and used vehicles, issue fuel slips and wash slips for sold vehicles, organize New Owners Clinic breakfasts for new vehicle owners, schedule catering, design and send out invitations, schedule managers to speak at events, assistant in company news letter for all employee's.
Education
West Valley High SchoolCottonwood, CA
High School Diploma from General
06.1996
University Overview
Shasta CollegeRedding, CA
High School Diploma from Early Childhood Education
01.1997
University Overview
- Attended for a year 1996-1997
- Volunteer teachers aide from 1994-1997
- Kindergarten, first grade and third grade
- 3.5 GPA
Skills
- Expertise in Microsoft Excel and Word
- Two decades of customer service and sales experience
- Optimistic demeanor
- Relationship building
- Consistent commitment to quality work
- Focused on achieving objectives
- Ability to be a team
- Various Volunteer work in the community: Idaho food bank, Ronald MacDonald house, city lights, homeless shelter also volunteer at Foothills community church children's center
Accomplishments
Accomplishments
- Achieved Service Advisor of the month through effectively hitting all job performance metrics
- Awarded a Performance Coin with USAA for being the Top Service Advisor in the Idaho Region
Timeline
Service Advisor/Collision Estimator
Caliber Collision
11.2022 - Current
CSR
Perfect Plumbing Heating & Air
02.2018 - 04.2021
Customer loyalty agent
AT&T
06.2014 - 05.2017
Quick Lane Advisor
Lithia Ford Lincoln of Boise
04.2013 - 09.2013
Service Advisor
Lithia Chevrolet of Redding
10.2012 - 01.2013
Booker/ Cashier
Larry H. Miller Liberty Toyota Colorado Springs
12.2010 - 07.2012
Internal Service Advisor
Colorado Springs Dodge
08.2010 - 12.2010
Service Advisor
Daniels Long Chevrolet
09.2004 - 05.2008
Delivery Assistant
Phil Long Ford at Chapel Hills
08.2003 - 09.2004
West Valley High School
High School Diploma from General
Shasta College
High School Diploma from Early Childhood Education