Kelsey Ritland
Bellingham,WA
Summary
Automotive Service Advisor and Service Manager with over 20 years in dealership and independent repair settings. Demonstrated success in enhancing customer retention and service department efficiency, consistently achieving high CSI scores. Proven expertise in technician workflow management and warranty administration, recognized for leadership and conflict resolution.
Overview
20
20
years of professional experience
Work History
Service Advisor
Currently Employed
Everett, Washington
03.2026 - Current
- Welcomed customers and provided professional service consultations to address their needs.
- Document customer concerns accurately and prepare detailed repair orders.
- Develop repair estimates and explain recommended services.
- Maintained consistent communication with customers throughout repair process to ensure clarity and satisfaction.
- Delivered exceptional customer satisfaction by addressing concerns and following up on service outcomes.
- Coordinate daily workflow and shop scheduling.
Auto Body Estimator
No. 1 Collision
01.2025 - 06.2025
- Prepared accurate estimates using CCC ONE software.
- Prepared supplements and negotiated with insurance companies to secure necessary funding for repairs.
- Conducted damage assessments and developed comprehensive repair plans to ensure accurate restorations.
- Ensured compliance with OEM repair procedures and DRP requirements.
- Sourced parts and coordinated repair timelines to optimize workflow and minimize vehicle downtime.
- Completed Tesla certification training to enhance vehicle repair skills.
Service Advisor
Mercedes-Benz of Bellingham
Bellingham, USA
08.2022 - 12.2024
- Ranked among top-performing advisors in a 55-dealership group by delivering exceptional customer service.
- Achieved 'Green' CSI performance each month through effective service management.
- Enhanced customer retention by implementing proactive communication and consistent follow-up strategies.
- Resolved customer concerns quickly and professionally.
- Dispatched and managed workflow for 6–8 technicians.
- Processed warranty claims while maintaining manufacturer compliance.
- Performed all Service Advisor responsibilities in a luxury dealership environment.
Service Advisor
Toyota of Bellingham
Bellingham, USA
03.2022 - 08.2022
- Delivered exceptional customer service, achieving and maintaining Green CSI scores.
- Promoted to Mercedes-Benz dealership due to proven experience and high performance.
- Completed certification program for Toyota Automotive Service Consultant, enhancing knowledge and skills.
Fleet Service Account Manager
Freightliner Northwest
01.2016 - 03.2022
- Served as primary customer contact during repair process, ensuring timely updates and resolution of issues.
- Acted as main point of contact for client concerns, facilitating swift resolutions and fostering strong client relationships.
- Kept customers informed on repair status and completion timelines to enhance satisfaction and trust.
- Ensured customer concerns were accurately documented and resolved.
- Reviewed invoices and prepared warranty claims. Daimler Warranty Trained.
- Reviewed and verified technician timecards for accuracy and compliance.
- Assisted service, parts, and administrative departments.
Service Manager
Dr. John’s Auto Clinic
01.2007 - 12.2016
- Began as an Automotive Technician and was promoted to Service Manager based on customer service and leadership abilities.
- Oversaw daily operations of six-bay repair facility, ensuring smooth workflow and high service quality.
- Supervised team of automotive technicians and Ignition Interlock Technician, enhancing collaboration and performance.
- Developed estimates and repair orders, coordinating parts procurement to support timely service delivery.
- Opened and closed the business daily.
- Obtained State Patrol certification as an Ignition Interlock Technician.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT01-2021
Associate of Arts and Science -
Whatcom Community College
01-2017
Associate of Applied Science - Automotive Technology
Bellingham Technical College
01-2005
Skills
- Repair Estimate Preparation
- Warranty Processing
- Claims processing
- Shop Workflow Management
- Team Coordination
- Customer Service Excellence
- Customer Retention
- Communication
- Decision making
- Problem Solving
- Multitasking
- Time Management
- Conflict Resolution
Personal Information
Title: Service Advisor
Timeline
Service Advisor
Currently Employed
03.2026 - Current
Auto Body Estimator
No. 1 Collision
01.2025 - 06.2025
Service Advisor
Mercedes-Benz of Bellingham
08.2022 - 12.2024
Service Advisor
Toyota of Bellingham
03.2022 - 08.2022
Fleet Service Account Manager
Freightliner Northwest
01.2016 - 03.2022
Service Manager
Dr. John’s Auto Clinic
01.2007 - 12.2016
Bachelor of Science - Business Management
Western Governors University
Associate of Arts and Science -
Whatcom Community College
Associate of Applied Science - Automotive Technology
Bellingham Technical College