Lane Thornhill
Plattsburg,MO
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Hardworking employee enthusiastic about growing within the Nextran Family. Pursues opportunities to learn new skills and contribute to group success. Offers strong relationship-building and problem-solving abilities. Proficient in all systems and processes under the Nextran Umbrella with the ability to retain information and remember lessons taught at an exceptional rate.
Overview
7
7
years of professional experience
Work History
Lead Service Advisor
Nextran Truck Center
01.2019 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Streamlined service processes for increased efficiency and improved customer experience.
- Developed strong relationships with clients, fostering trust and loyalty to the business.
- Mentored junior service advisors, enhancing their skills and knowledge for career growth.
- Managed scheduling of appointments, ensuring optimal utilization of resources and timely services.
- Monitored service quality, implementing improvements based on client feedback and industry best practices.
- Collaborated with technicians to diagnose vehicle issues accurately, resulting in reduced repair times.
- Coordinated with other departments to ensure seamless delivery of services and enhance overall customer satisfaction levels.
- Resolved complex customer complaints, restoring client confidence in the company''s ability to provide exceptional service.
- Reviewed work orders for accuracy and completeness before submitting them to technicians, minimizing errors during repairs or maintenance tasks.
- Ensured accurate documentation of all service transactions in compliance with company policies and legal regulations.
- Promoted additional services or products to customers when appropriate, contributing to increased revenue generation.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Developed estimates by costing materials, supplies, and labor.
- Assisted with getting parts, booking repair orders and splitting technician time appropriately
Sales Associate
Matt Ford
03.2018 - 12.2018
- Enhanced vehicle appearance by meticulously detailing interior and exterior surfaces.
- Increased customer satisfaction by providing high-quality, timely detailing services.
- Maintained a clean and organized workspace to ensure efficient completion of tasks.
- Applied protective treatments on upholstery, leather, and vinyl for long-lasting results.
- Collaborated with team members to complete large-scale projects within tight deadlines.
- Delivered outstanding results under pressure; consistently meeting tight deadlines without compromising quality.
Sales Associate
Dick's Sporting Goods, Inc
04.2017 - 12.2017
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Education
High School Diploma -
Bennington High School
Bennington, KS05.2013
Skills
- Problem-solving abilities
- Upselling strategies
- Effective communication
- Continuous learning
- Conflict resolution
- Customer relationship management
- Time management
- Adaptability
- Software proficiency
- Customer retention
Timeline
Lead Service Advisor
Nextran Truck Center
01.2019 - Current
Sales Associate
Matt Ford
03.2018 - 12.2018
Sales Associate
Dick's Sporting Goods, Inc
04.2017 - 12.2017
High School Diploma -
Bennington High School