Leticia De Luna
Milwaukee,WI
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
22
22
years of professional experience
Work History
Service Advisor
Umansky Toyota
Glendale, WI
11.2023 - Current
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- 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.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
Technical Support Representative
Cree Lighting
Racine, WI
11.2022 - 07.2023
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assist in processing warranty of products through Salesforce, Oracle and Historical Oracle programs.
Assistant Service Manager
Russ Darrow Mazda Of Greenfield
Greenfield, WI
08.2013 - 10.2022
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed written plans and obtained customer consent to proceed.
- 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.
- Guided techs on automotive repair, tool usage, and equipment operation.
- Trained multiple less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
- Followed up with customers during and after installations to verify satisfaction.
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Coordinated with other departments to maintain streamlined and productive workflow.
Auto Service Manager as Well as Technician
Tuffy Auto Service
Greenfield, WI
01.2003 - 03.2008
- Completed customer orders and warranty services according to manufacturer specifications.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Tested newly installed equipment to determine proper functionality and compliance with regulations.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Maintained accurate records of time and materials required to perform repairs and service.
- Changed, rotated, and balanced tires on different types of vehicles.
Education
Associate of Applied Science - Automotive Technology
Milwaukee Area Technical College
Oak Creek12.2002
Skills
- Team Player
- Technical Support
- Customer Complaint Resolution
- Dependable
- Complaint resolution
- Worked with CDK/Dealer Daily/Xtime
- Technical documents comprehension
Timeline
Service Advisor
Umansky Toyota
11.2023 - Current
Technical Support Representative
Cree Lighting
11.2022 - 07.2023
Assistant Service Manager
Russ Darrow Mazda Of Greenfield
08.2013 - 10.2022
Auto Service Manager as Well as Technician
Tuffy Auto Service
01.2003 - 03.2008
Associate of Applied Science - Automotive Technology
Milwaukee Area Technical College