Katie Mateo

• Maintained a keen awareness of service excellence, starting with a warm and engaging welcome for customers at the service drive.
• Conducted a thorough vehicle inspection, meticulously noting all concerns raised by the customer.
• Crafted detailed repair orders, providing transparent breakdowns of diagnostic reports, including parts and labor costs.
• Negotiation skills to handle pricing discussions and ensure a fair resolution for both the customer and the dealership.
• Assist customers in understanding service options, explaining recommended repairs, and addressing any concerns they may have about their vehicles.
• Proactively educated customers on enhancements for their driving pleasure, seamlessly coordinating third-party services.
• Effective organizational skills to manage service appointments, prioritize tasks, and maintain a smooth workflow in a busy service department
• Efficiently communicated with technicians and the parts department, optimizing each repair order.
• Kept customers informed at every step of the process, facilitating convenient vehicle pick-up or drop-off.
• Facilitated seamless third-party payments by creating sublets for necessary repair orders.
• Closed repair orders with precision, meeting Key Performance Indicators (KPIs).
  Conducted follow-up calls to ensure customer satisfaction after service visits were completed.
• Diligently emphasized the importance of routine dealership service, fostering a positive and authentic service encounter resulting in consistently high Customer Satisfaction Index (CSI) scores.
• Conduct follow-ups with customers to ensure satisfaction, gather feedback, and address any additional needs or concerns.

• Prior to my promotion as a service advisor, underwent training under the guidance of the top Service Advisor at JLR Manhattan.
• Immersive experience involved working side by side, handling customer interactions, documenting concerns, and drafting repair orders..
• Verified vehicle warranty status and liaised with third-party warranty providers for claims closure.
• Firsthand exposure to the fast pace and energy maintained by the seasoned advisor provided valuable insights into maximizing both customer experience and revenue per transaction.

• Collaborated directly with the sales manager, orchestrating the flawless reception of new vehicles.
• As the designated driver, chauffeured the arrivals upstairs for the crucial Pre-Delivery Inspection (PDI).
• Impeccably managed an inventory of all new vehicles, tracking their specific locations within the dealership.
• Maintained a seamless line of communication with sales associates to guarantee timely vehicle delivery.
• Ensured the showroom dazzled with detailed, customer-ready vehicles.
  Conducted a meticulous inspection covering everything from license plate holders (front and rear) to state inspection and additional accessories.
• As one of the privileged two authorized to navigate the gleaming new arrivals within the premises, took pride in my role.
• Dedicated effort to ensure every vehicle made its debut with unmatched style and precision.
• Cultivated strong connections with both technicians and the detail team.
  Enhanced the overall workflow, making the job even more seamless.

• Warmly welcome customers at the service drive, creating a delightful kickoff to their dealership experience.
• Meticulously check in vehicles for service, skillfully capturing their essence with photos while documenting any visible quirks or customer concerns.
• Elevate customer comfort by escorting them to the waiting area, extending offers of complimentary rides or refreshing beverages.
• Awaiting customers' vehicles upstairs, ready to embark on their next journey after dispatch.
• Assisting advisors when called upon.
• During the 2022 Range Rover Sport exhibition in-store, took the helm in greeting customers, ensuring an unforgettable dealership experience that scored high on both service and excitement meters.
• Transcend mere customer service crafting a positive and enjoyable experience for customers.
• Harmonize communication and collaboration with diverse dealership teams to ensure fluidity.

• Develop and maintain employee schedules for cashiers, produce, meat, grocery, and dairy departments.
• Ensure timely placement of orders for all departments to maintain inventory and product availability.
• Set up weekly sales strategies to maximize customer engagement and boost overall profit.
• Perform payroll duties, ensuring accurate and timely compensation for all front-end employees.
• Coordinate promotions, discounts, and special programs to enhance customer satisfaction and loyalty.
• Develop and maintain employee schedules to ensure adequate staffing levels during peak business hours.
• Provide excellent customer service by addressing inquiries, resolving issues, and ensuring a positive shopping experience.
• Supervise and support cashiers, ensuring accurate cash handling, efficient checkout processes, and adherence to company policies.
• Monitor and manage checkout lanes, ensuring proper staffing, minimizing wait times, and addressing technical issues with cash registers or payment systems.
• Implement and enforce loss prevention measures to minimize theft and maintain front-end security.

Professional Support and Administration:

• Provide comprehensive support to the Director of Operations in overseeing day-to-day activities for four stores.
• Assist in all aspects of administration, including payroll, scheduling, and coordinating security badges for airport clearance.
• Inventory and order supplies to maintain optimal store operations.
• Keep track of meetings and itineraries to ensure effective time management.
• Ensure the daily deposit of all cash to the appropriate banks in a timely manner.
• Perform daily updates on QuickBooks and Excel for accurate financial records across all four stores.
• Conduct all interviews to screen candidates before they meet with the manager of the respective store.
• Assist in various operational functions to contribute to the overall efficiency and effectiveness of the stores.

• Performed comprehensive full-body waxing services for women and excluded Brazilian waxing for men.
• Educated clients on effective skincare practices and provided guidance on post-waxing care, utilizing the company's skincare product line.
• Maintained 100% customer rebook rate through a combination of exceptional service and personalized care.
• Applied a strategic approach to maximize both service and product sales by imparting knowledge to customers, fostering genuine connections, and tailoring recommendations to individual needs.
• Consistently serviced a clientele of over 300 guests on a monthly basis, showcasing efficiency and quality in every session.
• Took on a leadership role as the lead specialist during the launch of six new stores, conducting trainings and ensuring a seamless integration of service standards.
• Upheld stringent hygiene standards by meticulously sanitizing and maintaining cleanliness in the service suite, prioritizing the well-being and satisfaction of clients.

• Coordinated appointments to show homes to prospective buyers.
• Developed and presented purchase offers to sellers for consideration.
• Networked with industry contacts to expand knowledge of real estate markets and best practices.
• Increased personal revenue by completing multiple home and property sales.
  Explained financial requirements and analytical data to potential buyers and sellers.
• Provided client guidance regarding market conditions, mortgage options, and legal requirements.
• Managed real estate transactions from initiation to closing.

• Diagnose and troubleshoot printer issues reported by customers over the phone or through online channels.
• Guide customers through step-by-step solutions to resolve printer problems and malfunctions.
• Document and maintain detailed records of customer interactions, issues, and resolutions in the support database.
• Remote access computers both PC and Mac when necessary to thoroughly assist with the concern.
• Stay updated on the latest Brother printer products, features, and technical specifications.