Lori Krall
Customer Service
Lawrence,KS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
21
21
years of professional experience
Work History
Service Advisor
Lawrence Automotive Diagnostics
10.2021 - 05.2024
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Examined service history and provided initial inspection of vehicle to identify issues.
- 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.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
Service Advisor
Ed Bozarth Chevrolet
09.2019 - 10.2021
- Evaluated technician performance reports to identify areas for improvement and provide constructive feedback for ongoing professional development.
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
Service Advisor
Dale Willey Automotive
12.2018 - 09.2019
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- 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.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
Education
High School Diploma -
Moulton-Udell High School
Moulton, IAIndian Hills Community College
Ottumwa, IASkills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Listening Skills
- Attention to Detail
- Excellent Communication
- Service Estimates
- Technical knowledge
- Handling Customer Complaints
- Goal-oriented mindset
- Service Scheduling
Certification
Service Advisor ASE
Accomplishments
GM Mark of Excellence Award
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteOn-SiteImportant To Me
Work-life balanceCompany CultureWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Advisor
Lawrence Automotive Diagnostics
10.2021 - 05.2024
Service Advisor
Ed Bozarth Chevrolet
09.2019 - 10.2021
Service Advisor
Dale Willey Automotive
12.2018 - 09.2019
High School Diploma -
Moulton-Udell High School
Indian Hills Community College
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