Lynette Knox
Wilton Manors
Summary
Proven leader in optimizing operations and elevating customer service standards at Margate CDJR/Morgan Automotive Group, adept in cross-functional coordination and organizational expertise. Spearheaded inventory management and service department enhancements, achieving significant improvements in efficiency and customer satisfaction. Recognized for troubleshooting prowess and exceptional policy enforcement, my tenure is marked by prestigious awards and commendable asset management skills.
Overview
7
7
years of professional experience
Work History
Service Administrator/New Inventory Manager
Margate CDJR/Morgan Automotive Group
Margate
10.2024 - Current
- Manage daily administrative operations of the service department, ensuring smooth and efficient workflow
- Maintain accurate and up-to-date records for repair orders, and service history
- Assist with inventory management, including ordering, receiving, and tracking parts and supplies required for service jobs
- Prepare and process invoices, ensuring accuracy of charges for parts, labor, and services rendered
- Monitor and track warranty claims, ensuring proper documentation and adherence to manufacturer guidelines
- Collaborate with service managers, technicians, and other departments to ensure the efficient operation of the service department
- Implement and uphold department policies and procedures to ensure compliance with company standards and industry regulations
- Oversee all aspects of vehicle and parts inventory management, ensuring accurate stock levels and timely replenishment of vehicles, parts, and accessories
- Supervise and manage a team of porters, providing direction, training, and performance feedback to ensure efficient inventory handling and organization
- Coordinate the daily movement of vehicles within the dealership lot, ensuring proper placement for sales, servicing, and deliveries
- Conduct regular inventory audits of both new and used vehicles, parts, and accessories, reconciling discrepancies to maintain accurate records
- Collaborate with sales, service, and parts departments to ensure timely and accurate vehicle deliveries, transfers, and availability of necessary parts
- Monitor vehicle condition, ensuring they are well-maintained, cleaned, and ready for customer display or delivery
- Implement efficient systems for tracking inventory movement, sales, and deliveries to optimize dealership operations
- Ensure compliance with dealership policies and procedures, as well as local regulations regarding vehicle handling, storage, and documentation
- Optimize inventory turnover, ensure timely stock rotation, and maintain appropriate stock levels to meet customer demand and dealership goals
- Assist with the preparation of the showroom, including vehicle presentation and organization, for customer viewing and promotional events
Service Advisor/Writer
Margate CDJR/Morgan Automotive Group
Margate
04.2024 - 10.2024
- Respond to customer service inquiries, address concerns, and schedule appointments in a timely manner
- Document and communicate a clear, detailed description of customer issues on repair orders to assist technicians in diagnosing and resolving concerns
- Greet customers upon arrival at the service department, addressing repair inquiries and service-related questions
- Create accurate and comprehensive repair estimates, including parts, labor, and sublet costs
- Perform visual inspections, conduct road tests, review vehicle service history, and verify customer warranty coverage
- Build strong customer relationships by delivering exceptional service, maintaining clear communication, prioritizing necessary services, offering solutions, and arranging transportation as needed
- Enhance the customer experience to foster loyalty and long-term clientele
- Collaborate with technicians and parts team members to ensure timely and efficient completion of services
Business Development Center Coordinator/Manager
Margate CDJR/Morgan Automotive Group
Margate
08.2023 - 04.2024
- Manage the daily operations of the BDC for the service department, focused on generating and nurturing service appointments and customer inquiries
- Develop and implement strategies to increase service appointment bookings, drive customer retention, and promote service specials to maximize service department revenue
- Monitor and respond to incoming service-related calls, emails, and online inquiries, ensuring timely and accurate scheduling of service appointments
- Coordinate follow-up communication with customers regarding service reminders, recalls, and routine maintenance to ensure high customer retention and satisfaction
- Supervise, train, and motivate the team, ensuring they effectively handle customer inquiries, promote service offerings, and meet appointment-setting goals
- Develop and track key performance indicators related to service appointments, customer satisfaction, and conversion rates to measure team success and implement improvements
- Collaborate with service advisors, technicians, and parts departments to ensure smooth coordination of service appointments, customer needs, and timely completion of repairs
- Utilize CRM systems to maintain accurate customer records, document service history, and ensure follow-up reminders for future service needs
- Resolve customer concerns and service issues promptly, escalating when necessary to maintain a positive customer experience
- Provide regular reports on service department BDC performance, customer satisfaction metrics, and appointment trends to dealership management for strategic decision-making
- Identify opportunities to upsell additional services and special promotions, to enhance the overall customer experience, and increase service revenue
- Stay updated on automotive service trends, customer needs, and new technologies to enhance BDC performance and improve service department operations
Business Development Center Coordinator
Mercedes Benz of Fort Lauderdale
Fort Lauderdale
08.2022 - 08.2023
- Initiate first point of contact for customers, handling inbound phone calls or online
- Coordinate and schedule service appointments, ensuring efficient use of the service department’s time and resources
- Follow up on leads generated through various channels, including internet inquiries, and convert them into service appointments
- Liaison between the service department and customers, providing updates on service status and addressing any concerns
- Utilize Customer Relationship Management systems to log and track customer interactions and service appointments
Customer Support Specialist/Supervisor
THESCORE BET, Penn National Gaming, Inc
Hoboken
02.2022 - 08.2022
- Provided effective customer support for all patrons by using excellent and effective, in-depth knowledge of mobile applications, as well as communicating effectively with team members across the organization
- Engaged with patrons through many support channels and provided front-line support via voice, email, and chat
- Supported large volume of customers every day with a cheerful outlook and focused on customer satisfaction
- Evaluated customer issues and caller trends to determine areas in need of improvement and implemented proactive corrections
- Multitasked to manage diverse customer needs in high-volume online sports betting and casino settings, prioritizing tasks to keep up with challenging deadlines
- Maintained a high success rate on first-call resolutions.
- Audited customer account information to identify issues and develop solutions.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
Sportsbook Teller/Supervisor
MEADOWLANDS RACING AND ENTERTAINMENT/FANDUEL
East Rutherford
07.2018 - 02.2022
- Managed customer inquiries and complaints on a day-to-day basis while maintaining outstanding customer service
- Ensured that all administrative paperwork was completed within an appropriate timeframe
- Ensure customer compliance with all Federal, local, and DGE regulations
- Ensure smooth communication of key issues and initiatives with management
- Accurately and quickly placed wagers for patrons
- Oversaw monetary transactions with accuracy and efficiency
- Gained knowledge and familiarity with sports wagering
- Processed accurate cash transactions and maintained error-free records
- Tracked odds and payoffs to correctly manage wagers
- Entered betting information into the system and generated tickets for customers
- Peer Choice Award (2019) Honored with the highest number of votes from colleagues for outstanding performance and exceptional contributions to the team
- Most Valuable Player Award (2018) Awarded by upper management to an employee who exemplifies leadership, consistently exceeds expectations, and serves as a role model for colleagues
Education
Accounting -
Montclair State University
Montclair, NJInterior Design -
Union County College
Cranford, NJSkills
- Organizational expertise
- Cross-functional coordination
- Policy enforcement
- Meeting deadlines
- Asset management
- Telephone etiquette
- Data management
- Troubleshooting
- Escalation management
Timeline
Service Administrator/New Inventory Manager
Margate CDJR/Morgan Automotive Group
10.2024 - Current
Service Advisor/Writer
Margate CDJR/Morgan Automotive Group
04.2024 - 10.2024
Business Development Center Coordinator/Manager
Margate CDJR/Morgan Automotive Group
08.2023 - 04.2024
Business Development Center Coordinator
Mercedes Benz of Fort Lauderdale
08.2022 - 08.2023
Customer Support Specialist/Supervisor
THESCORE BET, Penn National Gaming, Inc
02.2022 - 08.2022
Sportsbook Teller/Supervisor
MEADOWLANDS RACING AND ENTERTAINMENT/FANDUEL
07.2018 - 02.2022
Accounting -
Montclair State University
Interior Design -
Union County College
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