Laralyn Ogilvie
San Diego ,CA
Summary
Embarking on a new career path while utilizing 15 years of customer service, problem solving, and managerial skills obtained through my previous positions to bring further success and customer satisfaction to the ever growing EV industry.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Enel X Way North America
03.2021 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
Service Advisor
BMW of El Cajon
10.2017 - 11.2020
- Managed the immediate needs of customers in addition to providing service to identify timelines for their future car needs
- Ensured customers understood the services to be provided and agreed with the technicians assessment of their vehicle
- Delivered outstanding customer service within customer centered and need based sales
- Supported both customers and other staff members in an extremely fast paced environment in an organized and friendly manner
- Responsible for maintaining open lines of communication between the dealership and the customer
- Maintained up-to-date training on the technical aspects of my position, as well as high-line customer service and sales
- Liaised between customer, dealership, and technician to ensure that all work was performed properly and to the customer's expectation.
Service Administration/Booker
Lexus El Cajon
05.2015 - 10.2017
- Managed repair orders from technicians and delivered them to the appropriate service advisors
- Received all repair orders from technicians
- Booked, printed, and assembled all repair orders and delivered to service advisors
- Worked closely with used car reconditioning manager to book all internal repair orders
- Prepared all daily fixed operations reports and presented them to the service staff and all upper management
- Prepared all fixed operations reports monthly and quarterly, and submitted them to the upper management and business office for financial statement meetings
- Collected all appropriate information and prepared service payroll for the human resources department
- Contacted all lost and conquest customers to gain service business for the dealership
- Worked closely with the service manager and implemented policies and procedures throughout the write up and service process
- Trained other employees and raised standards of proper process and procedures within the company
- Maintained open lines of communication between the dealership and the customer.
Service Advisor
Subaru Mazda El Cajon
11.2012 - 02.2015
- Managed Customer needs and expectations in a realistic, customer focused, and satisfying manner
- Greeted Customers promptly upon arrival
- Delivered outstanding customer service focused on customer centered sales
- Developed and maintained customer relationships through needs based selling
- Coordinated with technicians and shop foreman to verify customer's concerns.
Education
High School Diploma -
El Capitan High School
Lakeside, CASkills
- Customer Service
- Problem-Solving
- Data Processing
- ADP
- Multitasking and Organization
- Office Suite
- Time Management
- Administration and Operations
- Standard Operating Procedures
- Documentation
Websites
Timeline
Customer Service Supervisor
Enel X Way North America
03.2021 - Current
Service Advisor
BMW of El Cajon
10.2017 - 11.2020
Service Administration/Booker
Lexus El Cajon
05.2015 - 10.2017
Service Advisor
Subaru Mazda El Cajon
11.2012 - 02.2015
High School Diploma -
El Capitan High School
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