Kathleen Spalliero
Simi Valley,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience. 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 passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Advisor
Tesla Motors
Agoura Hills, CA
02.2014 - 05.2024
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Customer Relations Manager
Sierra Toyota
Lancaster, CA
09.2009 - 12.2014
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Created customer support strategies to increase customer retention.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Designed targeted campaigns to address specific pain points identified through customer surveys, leading to increased satisfaction levels.
- Created structured follow-up processes with clients post-issue resolution, ensuring satisfaction and gathering valuable feedback for continuous service improvement.
Receptionist
Robertson Palmdale Honda
Palmdale
05.2007 - 08.2009
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Education
Diploma -
Littlerock High School
Littlerock, CA2006
Skills
- Customer Service
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Attention to Detail
- Technical knowledge
- Complaint resolution
- Goal-oriented mindset
- Staff education and training
- Workflow Management
- Data Processing
- Documentation And Reporting
- Team Collaboration
- Quality Control
- Customer Retention
- De-Escalation Techniques
- Database Management
- Microsoft Office
- Product Recommendations
- Strategic sales knowledge
Certification
ASE Certified Service Consultant
Toyota Certified Customer Relations Manager
Timeline
Service Advisor
Tesla Motors
02.2014 - 05.2024
Customer Relations Manager
Sierra Toyota
09.2009 - 12.2014
Receptionist
Robertson Palmdale Honda
05.2007 - 08.2009
Diploma -
Littlerock High School