Kevin Risley
Colbert,WA
Summary
Motivated Goal-driven sales advisor with extensive management experience offering over 20 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Flexible hard worker ready to learn and contribute to Individual and team success. Dedicated Employee known for attention to detail and being extremely self motivated striving to be the best at his position.
Over the past 7 years I have been the top Service Sales Advisor w/ BMW of Spokane. Due to my success as an advisor, I was promoted as the Assistant Service Manager for the last 5+ years. Prior to my previous service position, I was consistently one of the top 2 sales/parts associates on a monthly basis.
I aim to maintain the high standards of the service industry and maintain a punctilious and meticulous continuous effort in all my professional endeavors. I strive to advance educationally at every opportunity presented and to continue to achieve premier performance and consistent leading sales in the workplace.
Overview
27
27
years of professional experience
Work History
After Sales Advisor
Autonation Chevrolet
Spokane Valley, WA
03.2023 - Current
- Provided experienced product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
- Increased sales by establishing rapport with customers and identifying their needs.
- Increased sales by offering advice on repairs and promoting additional products.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels, preserving long-term relationships.
Assistant Service Manager
BMW of Spokane
08.2014 - 02.2023
- Resolved customer inquiries and complaints requiring management-level escalation.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Collaborated with customers to offer solutions to service needs.
- Created written estimates and obtained customer consent to proceed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Used knowledge of services to recommend additional products and offerings to customers.
- Handled telephone inquiries regarding appointments and work in process.
- Utilized in-house systems and software to drive customer interaction and communication through service process.
- Answered phone calls and responded to questions and concerns.
- Recommended additional, useful services to customers to increase overall sales.
Automotive Service Advisor
Barton Chrysler Jeep Dodge Ram
05.2014 - 07.2014
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Answer incoming calls to book scheduling appointments.
- Provide clear communication with clients about repair needs, cost of repairs and needed future service as well as providing a clear expectation on overall time of repairs.
- Work with provided dealer programs to ensure factory warranty coverages & create estimates/invoices for customer pay repair orders.
Automotive Service Advisor
Tom Addis Lake City Ford
08.2013 - 04.2014
- Used knowledge of services to recommend additional products and offerings to customers.
- Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
- Recommended additional, useful services to customers to increase overall sales.
- Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
- Handled telephone inquiries regarding appointments and work in process.
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Rental Coordinator
Western States Equipment Company
03.2010 - 07.2013
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Collected payment by processing credit card transactions.
- Collected and recorded rental payments and late fees for entry into various financial reports related to forecasting, budgeting, expenditure scheduling and bill paying.
- Assessed customer needs to provide assistance and information on product features.
- Coordinated equipment pick up and delivery dates and locations by communicating with drivers and clients.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Updated and maintained rental agreement files and documents.
- Created delivery routes based on destinations and timelines to maintain efficiency.
- Answered incoming telephone calls to provide store, products and services information.
Parts Advisor
Gus Johnson Ford
07.2002 - 03.2010
- Reviewed catalogs and computer databases to search and locate correct parts for customer vehicles according to make, model and year.
- Reviewed body shop estimates, verified correctly identified parts and confirmed that pricing matched estimates supplied to customers.
- Advised retail, wholesale and internal automotive parts customers in parts selection, immediately expedited out-of-stock parts and supplied parts to requestors promptly.
- Communicated product expertise and department process improvements to meet organizational goals.
- Checked in ordered parts systematically upon arrival, immediately contacted ordering party and accounted for parts in physical space and computerized database.
- Answered inquiries, resolved problems and finalized parts sales at counter and by telephone.
- Received and stocked incoming merchandise, arranging items in correct locations.
- Managed inventory, ordered parts and recorded parts transactions through dealer management system software and trained other team members to use software proficiently.
Document Scanner
Pathology Associates Medical Laboratory
01.1999 - 06.2002
- Classified documents into correct groups to avoid lost files or filing errors.
- Prepared, scanned and quality-checked documents and images converted into electronic and digital format in high-volume environment.
- Managed document processes through scanning, filing and transmitting while following all standard procedures.
- Prepared files for scanning by removing physical barriers and preparing destination locations.
- Calibrated and cleaned scanners, replaced parts and troubleshoot operational issues.
- Filed Physical Documents in secure offsite location
Product Merchandiser
Pepsi Cola of Spokane
09.1997 - 12.1998
- Restocked shelves at retail locations with products to match planned demonstrations.
- Displayed appropriate signage for products and sales promotions.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Consolidated merchandise stock to conserve storage space and ensure fresh product rotated into supply daily.
- Worked remotely at several retail locations working with retail staff to coordinate locations and product to be displayed.
- Self motivated having to perform duties unsupervised to complete daily tasks.
Merchandise Associate
Tidymans
09.1997 - 12.1998
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Constructed aisle displays and arranged end caps to promote specific products.
- Stocked shelves with product on a daily basis
- Cashiered customers grocery orders.
Education
Special Products Marketing Operations
BMW TMSI
08.2019
Selling Skills And Sales Operations
BMW TMSI
04.2019
Customer Service Management
BMW TMSI
01.2018
High School Diploma -
West Valley High School
Spokane, WA06.1997
Skills
- Self Sufficient and Motivated
- Teamwork and Collaboration
- Calm Under Pressure with Ability to Resolve Conflict
- Scheduling and Coordinating
- Excellent Verbal and Written Communication
- Customer Service and Relationship Management
- Good Judgment and Decision Making
- Sales Performance Goal Driven
- Meticulous, Efficient and Detail-Oriented
- Multitasking and Organization
- Upselling Products and Services
- Data Entry
- Transaction Processing
- Leadership
Accomplishments
- Recently awarded recognition as one of the top two service advisors in regional BMW maintenance service plan contracts sold for the entire West Coast.
- Top Service Sales Associate for 6+ straight years, averaging over 3 million dollars in total sales yearly.
Timeline
After Sales Advisor
Autonation Chevrolet
03.2023 - Current
Assistant Service Manager
BMW of Spokane
08.2014 - 02.2023
Automotive Service Advisor
Barton Chrysler Jeep Dodge Ram
05.2014 - 07.2014
Automotive Service Advisor
Tom Addis Lake City Ford
08.2013 - 04.2014
Rental Coordinator
Western States Equipment Company
03.2010 - 07.2013
Parts Advisor
Gus Johnson Ford
07.2002 - 03.2010
Document Scanner
Pathology Associates Medical Laboratory
01.1999 - 06.2002
Product Merchandiser
Pepsi Cola of Spokane
09.1997 - 12.1998
Merchandise Associate
Tidymans
09.1997 - 12.1998
Special Products Marketing Operations
BMW TMSI
Selling Skills And Sales Operations
BMW TMSI
Customer Service Management
BMW TMSI
High School Diploma -
West Valley High School