Laura Johnson
Clio
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the automotive industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Parts Specialist
Simms Chevrolet
12.2022 - Current
- Inventory and stock part shipments.
- Work with vendors to sell and order parts.
- Assist customers in obtaining parts over the counter and over the phone.
- Utilize programs to determine the correct parts that are needed for a particular customer.
- Cut keys for customers.
- Build key cylinders for technician's/customers.
- Issue parts to technicians to complete customers' repairs.
- Provided exceptional customer service by promptly responding to inquiries, resolving issues, and consistently going above and beyond to exceed expectations.
- Complete core returns for GM
- Utilize Collision Link to complete body shop quotes/estimates.
Service Advisor
LaFontaine Ford
10.2022 - 11.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
Service Advisor
Vic Canever
08.2022 - 10.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
Service Manager
Young Buick GMC
10.2019 - 07.2022
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Management, analysis & execution for the purpose of improving automotive service department
- Profitability, increasing customer retention, growing or creating new business segments to sustain long term profitability and growth.
Warranty Administrator / Service Manager
Suski Chevrolet Buick
09.2009 - 09.2019
- Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
- Creating goals and objectives for the department
- Keeping up-to-date on General Motors policies and procedures
- Interacting with customers to maintain good relationships for retention. Handling customer complaints immediately according to dealership policy.
- Submitting and following up on warranty claims to insure proper documentation required by General Motors policies and procedures
- Creating work orders for sales, service, parts, new car prep
- Completing payroll biweekly (technician vacation, training, holiday)
- Courtesy Transportation (On Trac) inventory and rental process
- CEM (customer experience manager) follow up with customer surveys negative and positive
Sales Associate
Polo Ralph Lauren
11.2004 - 09.2010
- Inventory shipping and receiving stock organization
- Overnight staging crew, prop maintenance and promotional signage, brand standards
- Sales floor knowledge of products and promotions.
Education
High School Diploma -
Clio Area High School
Clio, MI06.2005
Skills
- Customer Retention Strategies
- Order and Refund Processing
- Estimating Accuracy
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Customer Service
- Upselling Products and Services
- Understanding Customer Needs
- Attention to Detail
- Handling Customer Complaints
- Upbeat and Positive Personality
Timeline
Parts Specialist
Simms Chevrolet
12.2022 - Current
Service Advisor
LaFontaine Ford
10.2022 - 11.2022
Service Advisor
Vic Canever
08.2022 - 10.2022
Service Manager
Young Buick GMC
10.2019 - 07.2022
Warranty Administrator / Service Manager
Suski Chevrolet Buick
09.2009 - 09.2019
Sales Associate
Polo Ralph Lauren
11.2004 - 09.2010
High School Diploma -
Clio Area High School
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