Kevin Alvarado
Alexandria,VA
Summary
Dynamic, results-driven professional with over 12 years of experience in the automotive and customer service industries, specializing in leading customer service operations, managing warranty processes, and fostering client loyalty. Expertise in resolving escalated issues and mentoring technicians to enhance team performance and drive customer satisfaction. Proven ability to build and lead high-performance teams, complemented by excellent communication skills that facilitate effective collaboration across all organizational levels. Additional expertise in insurance sales enriches a well-rounded skill set in negotiation, customer retention, and business development. Bilingual proficiency in English and Spanish further enhances the ability to connect with diverse clientele.
Overview
5
5
years of professional experience
Work History
Assistant Service Manager
Woodbridge Volkswagen
08.2024 - 09.2025
- Oversee daily service operations, including documentation, scheduling, and warranty approvals.
- Handle escalated client issues with focus on satisfaction and loyalty.
- Support technicians to ensure quality, efficiency, and compliance with safety standards.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered prompt service to prioritize customer needs.
- Utilized consultative sales and closing techniques to meet sales objectives.
Insurance Producer
State Farm
03.2023 - 08.2024
- Adhered to all regulations for insurance sales.
- Provided coverage option information to assist clients in protecting assets.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Utilized CRM software to manage client relationships.
Assistant Service Manager
Volkswagen
10.2020 - 02.2023
- Accurately diagnosed and recorded service needs on work orders and provided details to technicians.
- Greeted and registered customers requiring service
- Answered service department phone and responded promptly to questions and messages.
- Provided customers with estimation of repair costs and reasonable timeline for completion of service.
- Verified warranty plans and coverage and uncovered hidden warranties.
- Assigned jobs to technicians according to experience and knowledge of handling specific repairs.
- Presented different repair options to customers to help each person make appropriate choices.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
Education
Associate of Applied Science (A.A.S.) - Psychology
Northern Virginia Community College
Alexandria, VA05.2013
Skills
- Customer relationship management
- Documentation of warranty processes
- Employee coaching
- Crisis resolution skills
- Effective client engagement strategies
- Fluent in English and Spanish communication
- Timely appointment organization
- Profit maximization techniques
- Analytical reasoning
- Workforce encouragement
- Maintenance scheduling
- Organizational time strategies
- Reliable and ethical
- Mechanical system analysis
- Strong written communication skills
- Revenue growth techniques
- Financial projections
- Strategies for maintaining client loyalty
Languages
- English (Fluent)
- Spanish (Fluent)
Timeline
Assistant Service Manager
Woodbridge Volkswagen
08.2024 - 09.2025
Insurance Producer
State Farm
03.2023 - 08.2024
Assistant Service Manager
Volkswagen
10.2020 - 02.2023
Associate of Applied Science (A.A.S.) - Psychology
Northern Virginia Community College