Laura Tomlinson
Crawfordville,FL
Summary
I began my way into the Automotive industry by learning to work on my own vehicles and then working at All American Ford as a maintenance tech at the age of 18. I worked my way up to lean into more electrical systems, wiring and computers. I began writing service when moving to south Florida in 2013. It was great transition and it led me to really enjoy it.
From technician to advisor, I was successful in getting a large number and variety of certifications, Including Master Service Advisor for Ford, Isuzu, Mack and Volvo.
I pride myself in gaining relationships and trust with fleet managers, taking all training that is available.
With heavy and medium duty trucks- mechanical knowledge on engines, operation, aftertreatment, etc had to be on point to explain to whomever was in charge why/what.
Gained large insight and became very involved with the Isuzu trucks.
Advising on programming, maintenance requirements, based solely on factory recommendations, memorizing service schedules for a large amount of vehicles, by mileage and hours. Educated drivers and/or owners to utilize efficiently.
It is not a time to say "I don't know" - It requires, "I will find out" as any and all information that helps with my job performance and knowledge is not only going to benefit the customers in the long run, but myself in the long run.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Uptime Service Advisor
Nextran Truck Center
02.2019 - 08.2024
- Performed triage on the drive on Mack, Volvo and Isuzu trucks. Medium and heavy duty.
- Pulled codes, accessing via J-PRO and sending to the right technician for further diag and/or repairs,
- Determined if the truck was there and fell under the 2-6 hour diagnoses and repair was applicable.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Service Advisor
Steele Truck Center
08.2016 - 02.2019
- I accepted an offer to work at a medium and heavy duty shop, known as Steele Truck Center at the time- a Mack Truck and Isuzu dealer. Also, operated in the body shop.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
Shop/Customer Service Manager
AJ's Auto and Fleet
05.2013 - 07.2016
- Writing service, keeping up with inventory and store growth was a small part of the introduction to Isuzu and other medium duty trucks.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Learned how to "farm" work for a location that was not very active, and where I gained the original fleet mentality to keep them coming back and trusting multiple units to the shop.
- Learned Management skills- P&L sheets, inventory and providing services to the customers, pick up and delivery, prioritizing services and repairs. Going in early and staying late. Working any time, regardless of holidays or time to ensure the vehicles were getting back on the road safely.
Automotive Service Advisor
Coconut Point Ford
03.2012 - 04.2013
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
Industrial Painter
Lennar Contractors
01.2012 - 03.2013
- Assisted in the training of new team members, sharing knowledge about best practices for industrial painting applications.
- Prepared surfaces for painting by cleaning, sanding, and masking to achieve optimal results.
- Demonstrated attention to detail in every aspect of the painting process, resulting in consistent high-quality workmanship.
- Painted surfaces using brushes, spray guns, and paint rollers.
Technician
All American Ford
06.2007 - 05.2009
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased equipment lifespan, performing preventive maintenance and timely repairs.
- Basic Maintenance from PM services (oil changes, fuel filters, brakes, tires, tune ups, fluid services, etc)
- Electrical system, installing remote start (pre-factory installed), electrical system diagnostics.
- Interior work - from radios to seats, sunroofs, windows and mirrors.
- Apprenticed under Diesel Master techs, on 7.3L , 6.0 and 6.4 Engines. (parts changer mostly)
- Apprenticed with the automatic Master Transmission specialist, pulling and rebuilding transmissions from external valve body swaps, to internal torque converter and clutches.
- Performing online training to further advance when possible.
Cashier, Cook, Drive Through
Hardee's
01.2004 - 04.2006
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Yard Worker
N/A - Stepfather
02.2000 - 02.2004
- Maintained grounds by trimming, weeding, and general clean-up.
- Removed weeds, hazards, and debris from common pathways to improve usability.
- Improved yard efficiency by organizing tools and equipment for easy access and optimal workflow.
- Mowed lawns using self-propelled and riding mowers.
- Drive to various cow/dairy farms to pickup manure and distribute in gardens, flower beds, etc.
- Helped feed catfish / bass ponds.
- Various chores and minor repairs to gas powered engines: weed eaters to small cars.
- ***it is the start of my enjoyment of working on engines and the satisfaction of getting anything running
Education
Certification - Medical Records Transcription
Lively Technical
Tallahassee04-2010
High School Diploma -
Chipley High School
Chipley FL05-2004
Skills
- Customer service
- Computer skills
- Multitasking and organization
- Vehicle assessment
- Attention to detail
- Listening skills
- Strong work ethic
- Excellent communication
- Service estimates
- Service recommendations
- Handling customer complaints
- Team player mentality
- Price quoting
- Goal-oriented mindset
- Service scheduling
- Workflow management
- Repairs scheduling
- Client rapport
- Quality control
- Records management
- Customer retention
- Warranty claims process management
- Quality inspection
- Records maintenance
- Account management
- Product training
- Mechanical aptitude
- Conflict resolution
- Preventive maintenance coordination
- Relationship building
- Customer relations
- Teamwork and collaboration
- Understanding customer needs
- Work prioritization
- Calm and professional under pressure
- Service upselling
- MS office
- Inbound call management
- Professional telephone demeanor
- De-escalation techniques
- Training development aptitude
- Service standard compliance
- Product knowledge
- Microsoft office
- Calm under pressure
- Customer account management
- Product recommendations
Accomplishments
- Supervised team of 2-35 staff members.
Certification
I have Master Service Advisor certificates in Ford, Mack, Volvo and Isuzu.
Languages
English
Full Professional
Interests
- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Experimenting with different creative mediums, like airbrushing, etching glass and woodworking, and equipment for vinyl/glass and woodworking with various equipment, to expand skills and techniques
- Music of all kinds
- Crafting and DIY Projects
- Drawing and Painting
- Photography
- I have a passion for photography and editing photos
Timeline
Uptime Service Advisor
Nextran Truck Center
02.2019 - 08.2024
Service Advisor
Steele Truck Center
08.2016 - 02.2019
Shop/Customer Service Manager
AJ's Auto and Fleet
05.2013 - 07.2016
Automotive Service Advisor
Coconut Point Ford
03.2012 - 04.2013
Industrial Painter
Lennar Contractors
01.2012 - 03.2013
Technician
All American Ford
06.2007 - 05.2009
Cashier, Cook, Drive Through
Hardee's
01.2004 - 04.2006
Yard Worker
N/A - Stepfather
02.2000 - 02.2004
Certification - Medical Records Transcription
Lively Technical
High School Diploma -
Chipley High School
Section name
- Isuzu Trucks was where I found my footing and medium duty Mack MD and newer Isuzu FTR – equipped with Cummins Engine backed by Allison transmissions.
- I’ve competed in walk around challenges and work with measurements. I was trained by a fantastic group. Even when STC was bought out by Nextran- the knowledge kept flowing. I understand intricacies and I do not agree with “bad brakes.” Measurements, or proof of heat cracks etc. I’m comfortable from passenger cars to concrete pumpers.
- My family and I recently relocated back to North Florida area to be closer to family.
- Thank you
Master Service Advisor Ford, Mack, Isuzu and Volvo Trucks
Performed all requirements to pass courses, applying gained knowledge to have a certification reflecting.
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