Summary
Overview
Work History
Skills
Timeline
Generic

Liana Funk

Ventura,CA

Summary

Experienced and dedicated Customer Relations professional with years of experience in providing attentive, skilled customer service and problem resolution. Strengths in problem analysis, communication, and customer management. Especially adept with conflict minimization and resolution. Possesses excellent organizational skills and thorough approach to documentation and skill sharing.

Overview

9
9
years of professional experience

Work History

Automotive Service Advisor

AWS Automotive
07.2024 - Current
  • Continuing to provide excellent service and education to new and current customers with less oversight
  • Working closely with technicians and communicating effectively through a language barrier to complete repair work
  • Quickly learned shop software with minimal training
  • Took on minor bookkeeping and filing tasks to assist shop accountant
  • Maintaining front office and restroom cleanliness

Automotive Service Advisor

ABC Auto Care
03.2023 - 07.2024
  • Seamlessly adapted to an automotive role with no prior industry experience by utilizing all available resources to build relationships and my knowledge of the trade from the first day
  • Demonstrating over two decades of Customer Service skills, enhanced new and current customers’ interactions with the business while accumulating automotive knowledge
  • Proactively, and with minimal guidance, learned the software and skills needed to process repair orders and customer transactions from start to finish
  • Rapidly familiarized myself with the processes and components needed for building repair orders
  • Collaborated with automotive technicians to educate myself on vehicle issues and diagnosis, and in turn, employed that knowledge to better inform the customer
  • Assisted customers in prioritizing necessary repairs and planning maintenance for future care, offering a secure feeling in their choice to bring their vehicles to the shop

Private Home Caregiver

Family Friend
03.2021 - 11.2022
  • Provided compassionate, solo home care for elderly man experiencing cognitive decline.
  • Provided assistance with all activities of daily living
  • Managed medication schedules and ensured compliance with prescribed medications and treatments
  • Maintained highly detailed logs and reporting of patient condition, emotional status, and all tasks performed

eBusiness Help Desk Analyst

Anthem Via Contracting Agencies
09.2019 - 03.2021
  • Assisted Anthem's Brokers with internal client management portals, providing actionable steps and guidance to resolve problems.
  • Served as subject matter expert on a wide range of technical issues, providing general support and education to Brokers.
  • Managed high volume of incoming calls, handled escalations between teams with live, warm handoffs and full documentation of call details, progress, and issue resolution

Customer Service Account Manager

Jamaica Bearings Group, Via Express Pros
08.2018 - 02.2019
  • Customer facing account manager, supporting 50+ established and new accounts
  • Oversaw orders from placement to manufacturing to delivery, ensuring transparency and accuracy throughout
  • Provided specialized service to demanding clients to ensure specifications compliance at every stage of fulfillment process
  • Coordinated meetings and emails between all parties to meet scheduling deadlines
  • Exhibited high energy and professionalism when dealing with clients and staff.

EPIC Help Desk Tech

Cottage Hospital, Via TEK Systems
09.2016 - 02.2017
  • Provided front-line issue analysis, performing first call problem resolutions in medically critical situations as hospital transitioned to EPIC System
  • Collaborated with multiple back-end teams, analyzing data from caller and facilitating communication between both parties during testing and implementing of solution
  • Extremely high volume of incoming calls- 8 to 12 per hour for 12 hours
  • Escalated issues with detailed documentation to internal/external partners for resolution

Extra Help (CSR-905) IT Dept

County of Santa Barbara
03.2016 - 09.2016
  • First contact for internal IT customers (incoming calls/ticketing system/in-person) performing one-call resolution or referral to appropriate teams
  • Assisted various subsets of the IT Department with additional projects (Database and IP Mgmt./Web Design QA/Security Implementation)
  • Provided remote monitoring and information updates via phone and live chat to off site personnel during emergency status due to local wildfires

Skills

  • Customer Relationship Management
  • Automotive Service and Repair Advisor
  • Conflict Resolution
  • Active Listening
  • Account Management
  • Technical Support
  • Order Processing
  • Project Management Abilities

Timeline

Automotive Service Advisor

AWS Automotive
07.2024 - Current

Automotive Service Advisor

ABC Auto Care
03.2023 - 07.2024

Private Home Caregiver

Family Friend
03.2021 - 11.2022

eBusiness Help Desk Analyst

Anthem Via Contracting Agencies
09.2019 - 03.2021

Customer Service Account Manager

Jamaica Bearings Group, Via Express Pros
08.2018 - 02.2019

EPIC Help Desk Tech

Cottage Hospital, Via TEK Systems
09.2016 - 02.2017

Extra Help (CSR-905) IT Dept

County of Santa Barbara
03.2016 - 09.2016

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Liana Funk