Karen Burch
Virginia Beach,VA
Summary
Dynamic Customer Service Advisor with extensive experience at NEXCOM, excelling in work order management and vehicle diagnostics. Proven track record in upselling services and enhancing customer satisfaction. Skilled in bookkeeping and payroll, while fostering strong relationships with clients to drive repeat business. Passionate about delivering exceptional support and solutions.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Patient professional offers several-year track record establishing rapport with clients and exceeding company expectations. Focused on meeting monthly scorecard expectations and resolving customer inquiries and complaints. Versatile and diplomatic individual recognized for reacting positively to ongoing, changing environment.
Overview
45
45
years of professional experience
Work History
Customer Service Advisor
NEXCOM - LITTLE CREEK AMPHIBIOUS BASE
Virginia Beach, VA
07.2016 - Current
- Greet customers, listen to their vehicle complaints, compile work orders, assign to technicians, work with technician to come up with an advised list of repairs and upsell routine maintenance.
- Assisted other advisors with questions about services and labor fees.
- Kept up with new technology of vehicles and equipment for diagnostics.
- Ordered parts and kept up with special orders.
- Coordinate completion time with techs and contacted customers.
- Collected payment as well as over the counter sales.
- Performed inventory yearly.
Service and Parts Manager
Larry's Import Center Inc
Virginia Beach, Virginia
09.1992 - 08.2015
- Besides coordinating repair orders and contacting customers, i managed a $100,000 parts inventory.
- Payroll, accounting through detailed trial balance, wrote letters etc. for Mr. Woodhouse.
Automotive Service Advisor
Automotive Alternative
Virginia Beach, Virginia
10.1989 - 08.1992
- Greet customers, compile work orders, coordinate with technician, compiled estimates and sold repairs.
- Ordered parts as needed and followed up on delivery.
- Complete repair order, call customer and upsell " future needs", collect payment.
Service Advisor and Conversion Van Deliveries
Larry's Imports/ Conversion Specialties
Virginia Beach, VA
09.1980 - 09.1989
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Excelled in exceeding daily credit card application goals.
- Prepared invoices for services rendered, compiled estimates, sold service repairs and collected payments from customers.
- Sales with regard to aftermarket vehicle sunroof and van interiors.
- Pickup and delivery of a multitude of vehicle types.
- Bookkeeping and payroll.
- Followed up with existing customers regarding past services performed on their vehicles.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management and order calls.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints in an efficient and courteous manner.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Contacted customers about potential service upgrades, new services and account changes.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Provided top quality control and eliminated downtime to maximize revenue.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated in ongoing training activities related to automotive technology advancements.
- Promptly responded to customer inquiries via phone, email or in person.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Upsold additional products or services when appropriate.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Pick up and delivery of Conversion Vans
Education
High School Diploma -
First Colonial High
Virginia Beach, VA06-1975
Skills
- Customer service
- Work order management
- Parts ordering
- Vehicle diagnostics
- Bookkeeping through detailed trial balance
- Payroll clerk
- Sales with regard to Automotive Service and aftermarket products
- Excellent driver Plus driving points
- Love being around all people
Websites
Affiliations
- Bowler.
- Cat person.
- Love kids and have much respect for our elders.
References
References available upon request.
Timeline
Customer Service Advisor
NEXCOM - LITTLE CREEK AMPHIBIOUS BASE
07.2016 - Current
Service and Parts Manager
Larry's Import Center Inc
09.1992 - 08.2015
Automotive Service Advisor
Automotive Alternative
10.1989 - 08.1992
Service Advisor and Conversion Van Deliveries
Larry's Imports/ Conversion Specialties
09.1980 - 09.1989
High School Diploma -
First Colonial High