Kimberly Smith
Melbourne,FL
Summary
Expert Warranty Administrator, Service Advisor, and Internal Service Writer with 22 years in the Recreational Vehicle Industry. Adaptable, flexible, self-motivating. Problem-solver, with strong leadership skills, emotional intelligence with excellent customer service. Have the necessary skills to be a valuable member of the team.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Internal Service Advisor
Giant Recreation World
07.2011 - 01.2024
- Built a loyal clientele and maintained good employee relationships. Maintained a documented system of policies and procedures for the service department. Oversaw operations of the service department. Ensured that work orders were closed and payments collected in a timely fashion. Ensured department had adequate tools and parts to complete work. Assisted with warranty and manufacturers problems. Welcome customers to the service department and preform walk around inspection of all vehicles entering the service department. Obtain customer information and schedule appointments. Create work orders for technicians. Assign work to technicians. Obtain parts prices for any work needed. Create accurate estimates based on prices of parts and Spader times for labor rates. Communicate with customers to inform status of work and sell new work needed. Cash out completed work orders. Assist with numerous other departments including body shop and upholstery. Communicated operational issues and changes to supervisor on regular basis.
- Maintained high customer satisfaction standards to meet or exceed targets
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service
- Developed estimates by costing materials, supplies, and labor
- Pleasantly greeted customers and asked open-ended questions to better determine needs
- Documented problems and corrective actions to maintain records
- Suggested add-on services that would be helpful to customers and improve bottom line
- Followed up with customers to offer additional support and check resolution satisfaction
- Educated customers regarding regular maintenance protocols to preserve vehicle condition
- Examined service history and provided initial inspection of vehicle to identify issues
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction
- Suggested additional services to customers in order to meet upsell goals
- Developed process improvements to enhance overall delivery of service
- Interpreted diagnostic results to provide accurate repair recommendations
- Maintained awareness of vehicle market trends to assess customer demands and budgets
- Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles
- Repaired and replaced worn and damaged components
- Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies
- Inspected damaged vehicles to estimate repair labor cost and required parts expense
- Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages
- Performed emissions tests according to standard procedures
- Coordinated with parts department to determine availability of necessary components
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands
- Delegated and supervised vehicle bodywork to body team for restoration and remediation
- Analyzed vehicle data using advanced diagnostic equipment
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections
- Read and followed technical documentation to complete accurate repairs
RV Service Technician Assistant
Rolling RV Repair
08.2008 - 01.2009
- Communicated with customers, manufacturer representatives and company superiors to resolve recreational vehicle system and equipment problems.
- Provided customers with telephone-based recreational vehicle repair and replacement recommendations.
- Notified supervisor of factors that could delay work completion.
- Interpreted equipment installation and electrical wiring diagrams and obtained materials necessary for project completion.
Detailer Manager
Camping World RV Sales
04.2006 - 08.2008
- Oversaw inventory, equipment maintenance and bay cleaning.
- Instructed staff on proper techniques for washing, waxing, cleaning, vacuuming and other tasks.
- Managed team of 10 personnel focused on providing expert detailing services to Recreational Vehicle customers.
- Inspected finished work to verify employee compliance with detailing standards.
- Coordinated exterior and interior washing of vehicles according to customer wishes.
- Set procedures for protecting vehicle interiors through use of dyes, paints and waxes.
- Built reputation for comprehensive detail work covering bodies, interiors and engine compartments.
- Maintained documentation for areas such as orders, activities, schedules and employee performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Detailer
Giant Recreation World Rv
08.2005 - 04.2006
- Vacuumed interiors of vehicles to remove dirt and debris.
- Applied wax to vehicle exteriors and buffed to brilliant shine.
- Cleaned upholstery, rugs and other surfaces by using cleaning agents, applicators and cleaning devices.
- Cleaned engine and engine compartment with steam cleaning equipment and various cleaning agents to remove grease and grime.
Detail Manager /Parts Runner
Meyers RV Super Stores
01.2001 - 06.2005
- Instructed staff on proper techniques for washing, waxing, cleaning, vacuuming and other tasks.
- Oversaw inventory, equipment maintenance and bay cleaning.
- Built reputation for comprehensive detail work covering bodies, interiors and engine compartments.
- Maintained documentation for areas such as orders, activities, schedules and employee performance.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Kept detailed records of deliveries and money received from customers.
- Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
- Fostered positive working relationships with regular customers.
- Completed on-time deliveries by choosing best and most efficient routes.
- Inspected load security and checked for damages.
Education
Some College (No Degree) - Business Management/Psychology/Photography '99-'01
Onondaga Community College
Syracuse, NYHigh School Diploma -
Marcellus High School
Marcellus, NY06.1999
Skills
- Proficient in IDS and G2
- Expert in Accounts Receivable
- Technical RV service knowledge
- Team leader
- Maintains positive atmosphere and image
- Stable under pressure
- Pleasant personality
- Creative Knowledge and technical expertise
- Administrative skills
- Able to display leadership and manage others
- Results oriented
- Can enforce routine procedures
- Service Recommendations
Certification
Available Upon Request
Timeline
Internal Service Advisor
Giant Recreation World
07.2011 - 01.2024
RV Service Technician Assistant
Rolling RV Repair
08.2008 - 01.2009
Detailer Manager
Camping World RV Sales
04.2006 - 08.2008
Detailer
Giant Recreation World Rv
08.2005 - 04.2006
Detail Manager /Parts Runner
Meyers RV Super Stores
01.2001 - 06.2005
Some College (No Degree) - Business Management/Psychology/Photography '99-'01
Onondaga Community College
High School Diploma -
Marcellus High School
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