Lukabram Francois
Summary
Committed and experienced Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
7
7
years of professional experience
Work History
Service Advisor
Mercedes-Benz Of Nanuet
01.2022 - Current
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Interpreted diagnostic results to provide accurate repair recommendations.
Business Development Representative
Mercedes-Benz Of Nanuet
08.2020 - 01.2022
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Developed business pipeline using cold and warm techniques.
- Utilized knowledge of industry trends to develop value-added solutions and approaches for target audiences.
- Spearheaded employee lease program at dealership for MBUSA employees. Managed vehicle preparation and paperwork with dmv, customer, and Mercedes-Benz financial services.
- Networked among local business and community organizations to develop leads and generate business.
- Reviewed client concerns and recommended appropriate changes to supervisors.
Customer Care Representative
Mercedes-Benz USA LLC
05.2016 - 12.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Education
Bachelor of Arts - Psychology
Ramapo College of New Jersey
Mahwah, NJ05.2020
Skills
- Sales Experience
- Account Management
- Client Rapport-Building
- Handling Customer Complaints
- Records Management
- Work Order Interpretation
- Performance Goals
- Excellent Communication
- Customer Relationship Management
- Revenue Generation
- Conflict Resolution
Timeline
Service Advisor
Mercedes-Benz Of Nanuet
01.2022 - Current
Business Development Representative
Mercedes-Benz Of Nanuet
08.2020 - 01.2022
Customer Care Representative
Mercedes-Benz USA LLC
05.2016 - 12.2019
Bachelor of Arts - Psychology
Ramapo College of New Jersey
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