Summary
Overview
Work History
Education
Skills
Timeline
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KATHLEEN BRESNAHAN

Waterford

Summary

Dynamic Service Advisor with a strong work ethic and exceptional customer service skills, recognized for enhancing customer satisfaction at Saybrook Ford. Expert in vehicle assessment and complaint resolution, consistently exceeding revenue targets through effective upselling and personalized service recommendations. Proven ability to foster trust-based relationships, ensuring repeat business and loyalty.

Customer service professional bringing extensive experience in automotive industryspecializing in client relations and service delivery. Proven ability to diagnose vehicle issues accurately and manage repair processes smoothly. Known for exceptional team collaboration and reliabilityadapting seamlessly to evolving customer needs and industry changes.

Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Service Advisor

Saybrook Ford
06.2020 - Current
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.

Service Advisor

Saybrook Nissan
10.2018 - 03.2020
  • Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
  • Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
  • Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
  • Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
  • Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
  • Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
  • Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
  • Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
  • Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Explained estimates and determined repair timelines to manage customer expectations.
  • Explained maintenance and repair needs to customers and offered advice on preventative maintenance.

Education

Business

George J Penney
East Hartford, CT
06-1978

Skills

  • Customer service
  • Computer skills
  • Multitasking and organization
  • Vehicle assessment
  • Strong work ethic
  • Listening skills
  • Attention to detail
  • Excellent communication
  • Service recommendations
  • Team player mentality
  • Handling customer complaints
  • Complaint resolution
  • Price quoting
  • Service scheduling
  • Goal-oriented mindset
  • Warranty claims process management

Timeline

Service Advisor

Saybrook Ford
06.2020 - Current

Service Advisor

Saybrook Nissan
10.2018 - 03.2020

Business

George J Penney

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KATHLEEN BRESNAHAN