Maranda Marie Carlton
Cheboygan,MI
Summary
Skilled Automotive Service Advisor with comprehensive knowledge in vehicle repair and maintenance services. Possess strong customer service skills, effectively addressing and resolving issues that improve client satisfaction. Proven ability to handle multiple priorities simultaneously while maintaining high standards of workmanship. Demonstrated success in recommending appropriate maintenance services, leading to increased vehicle performance and safety.
Overview
19
19
years of professional experience
Work History
Automotive Service Advisor
Mainstreet Automotive Indian River
Indian River, MI
09.2021 - Current
- Greeted customers, identified their needs and provided advice on automotive services.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
- Provided estimates of repair costs to customers and discussed options with them.
- Processed customer payments for parts and labor charges using a point-of-sale system.
- Maintained accurate records of customer transactions in the dealership database.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
- Educated customers about preventative maintenance programs available at the dealership.
- Coordinated delivery of vehicles upon completion of repairs or scheduled maintenance.
- Followed up with customers after service visits to confirm satisfaction with completed work.
- Assisted in maintaining cleanliness of the shop area including organizing tools and equipment.
- Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
- Ensured that all safety regulations were strictly followed during automotive servicing activities.
- Upsold additional products such as extended warranties, oil changes, tire rotations.
- Adhered to all applicable laws, regulations and standards related to automotive servicing operations.
- Collaborated closely with colleagues across departments such as sales, finance and accounting.
- Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Conducted customer satisfaction surveys to identify areas for service improvement.
- Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
- Estimated costs of vehicle repair.
- Reviewed work orders and discussed with supervisors.
- Trained and guided employees on correct methods for performing different repairs and maintenance services.
Automotive Service Manager
Bishop GMC Cadillac
Cheboygan , MI
08.2014 - 09.2021
- Performed daily inspections of service technicians' work to ensure quality assurance.
- Provided customers with repair estimates and advised them on additional services that may be needed.
- Developed and maintained effective relationships with vendors to ensure cost-effective repairs for customers.
- Hired, trained, and supervised a team of automotive service technicians.
- Conducted performance appraisals for staff members and provided feedback on areas of improvement.
- Ensured compliance with all applicable safety regulations while performing automotive repairs.
- Evaluated customer complaints and took corrective action when necessary.
- Implemented new methods to increase efficiency in the service department.
- Analyzed repair orders to identify trends in vehicle issues, parts usage, and labor costs.
- Resolved customer disputes by listening attentively to their concerns and finding appropriate solutions.
- Maintained accurate records of all inventory levels, including ordering parts when necessary.
- Monitored shop productivity reports to determine if goals were being met or exceeded.
- Identified opportunities for process improvement within the service department.
- Designed training programs for new hires based on their skill level and experience.
- Prepared monthly financial statements for review by upper management.
- Assisted in resolving warranty claims between customers and manufacturers.
- Organized special events to promote the company's automotive services.
- Created marketing plans for the service department to attract more customers.
- Implemented processes to improve customer satisfaction and retention.
- Reviewed invoices from suppliers to ensure accuracy before payment was made.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Hired and trained team to maintain and repair vehicles.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Proposed or approved modifications to project plans.
Home Daycare Provider
Myself Belts
Cheboygan, MI
01.2006 - 08.2014
- Managed daily activities and routines for up to 10 children in a home daycare setting.
- Planned and implemented age-appropriate activities such as arts, crafts, music, games, outdoor play and educational lessons.
- Maintained a safe environment for all children by adhering to safety regulations and procedures.
- Observed children's behavior and development, reported any concerns to parents or guardians.
- Kept detailed records of attendance, meals served, naps taken and other pertinent information related to each child's care.
- Established positive relationships with families through regular communication regarding their child's progress.
- Enforced rules of conduct during indoor and outdoor activities in order to ensure the safety of all participants.
- Provided first aid or CPR when appropriate.
- Read stories to children, facilitated discussions and tied books into learning opportunities.
- Maintained safe play environment.
- Maintained organized and clean classroom and play areas.
Education
High School Diploma -
Cheboygan Area High School
Cheboygan, MI05-1997
Skills
- Documentation
- Work Order Management
- Follow-up skills
- Building Relationships
- Vehicle Inspection
- Diagnostic Tools
- Estimating costs
- Appointment Scheduling
- Service Estimates
- Customer Service
- Data Entry
- Service Recommendations
- Computer Skills
- Handling Customer Complaints
Timeline
Automotive Service Advisor
Mainstreet Automotive Indian River
09.2021 - Current
Automotive Service Manager
Bishop GMC Cadillac
08.2014 - 09.2021
Home Daycare Provider
Myself Belts
01.2006 - 08.2014
High School Diploma -
Cheboygan Area High School
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