Kristian Cerasoli
Ostrander,OH
Summary
Adept at fostering client relationships and resolving complaints, I elevated customer satisfaction at Casey's Automotive & Performance by seamlessly integrating service standards and technical knowledge. My expertise in computer skills and exceptional communication propelled team success, achieving notable service excellence with a strong work ethic and attention to detail.
Overview
13
13
years of professional experience
Work History
Service Advisor
Casey's Automotive & Performance
01.2024 - Current
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained high customer satisfaction standards to meet or exceed targets.
Senior Customer Service Representative
Specialty Brokerage Services, LLC
06.2013 - 01.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Customer Service Representative
Westfield Services
10.2011 - 06.2013
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained up-to-date knowledge of product and service changes.
Education
Certificate of Phlebotomy - Phlebotomy
Ohio School of Phlebotomy
Columbus, OH10-2024
High School Diploma -
Martins Ferry High School
Martins Ferry, OH05-2008
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Strong Work Ethic
- Listening Skills
- Attention to Detail
- Excellent Communication
- Team player mentality
- Handling Customer Complaints
Timeline
Service Advisor
Casey's Automotive & Performance
01.2024 - Current
Senior Customer Service Representative
Specialty Brokerage Services, LLC
06.2013 - 01.2024
Customer Service Representative
Westfield Services
10.2011 - 06.2013
Certificate of Phlebotomy - Phlebotomy
Ohio School of Phlebotomy
High School Diploma -
Martins Ferry High School
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