Kate Terrones
Myrtle Beach,SC
Summary
Dynamic Service Advisor with a strong work ethic and exceptional customer service skills, recognized for enhancing client satisfaction at Beach Buick GMC. Proven ability to exceed performance goals through effective communication and detailed service recommendations, while maintaining meticulous documentation and fostering long-term client relationships.
Overview
21
21
years of professional experience
Work History
Service Advisor
Beach Buick GMC
03.2023 - Current
- Assisted customers in identifying service needs and scheduling appointments.
- Provided detailed explanations of repairs and services to enhance customer understanding.
- Collaborated with technicians to ensure accurate diagnostics and timely service delivery.
- Managed customer inquiries and resolved concerns efficiently to improve satisfaction levels.
- Maintained service records and documentation for accurate tracking of repairs
- Trained new staff on service processes and customer interaction best practices.
- 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.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- 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.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
Service Advisor
Maplecrest Ford Lincoln Service Center
Vauxhall NJ 07088
05.2005 - 02.2023
- Provided exceptional customer service and support throughout service process.
- Coordinated communication between clients and service technicians to ensure clarity.
- Managed appointment scheduling and follow-ups to optimize workflow efficiency.
- Diagnosed customer concerns through active listening and detailed inquiries.
- Utilized dealership software for tracking service history and managing orders.
- Developed strong relationships with customers, enhancing loyalty and satisfaction.
- Trained junior staff on best practices in customer interaction and service protocols.
- Implemented process improvements that streamlined operations and reduced wait times.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed timely and effective replacement of damaged or missing products.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Created and maintained detailed database to develop promotional sales.
- Identified and resolved discrepancies and errors in customer accounts.
- 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.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
Education
Ultrasound - Ultrasound
Sanford Brown
Iselin, NJ12.2010
Associate of Science - Health Sciences
Union County College
Cranford, NJ05.2005
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
- Price quoting
- Performance goals
- Workflow management
- Client rapport
- Documentation and reporting
- Data entry
Accomplishments
Service Lane of Excellence Award 2024/2025
Ford Service Master Certified
Timeline
Service Advisor
Beach Buick GMC
03.2023 - Current
Service Advisor
Maplecrest Ford Lincoln Service Center
05.2005 - 02.2023
Ultrasound - Ultrasound
Sanford Brown
Associate of Science - Health Sciences
Union County College