Mathew Ross
Draper
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
6
6
years of professional experience
Work History
Service Advisor
Ken Garff West Valley Ford
2023.10 - 2024.03
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
Gap Claims
Total Care Auto
2023.06 - 2023.10
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Notified insurance agents and accounting departments of policy cancellations and changes.
Automotive Service Writer
Larry H Miller Super Ford
2021.03 - 2023.02
- Greeted and registered customers requiring service and directed automobiles to service garage.
- Accurately diagnosed and recorded service needs on work orders and provided details to technicians.
- Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Implemented routine scheduled maintenance programs for established customers.
- Logged work orders and change orders into CDK database to track job status.
Service Advisor
South Town Vw
2020.06 - 2021.03
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Service Advisor
Larry H Miller Super Ford
2018.03 - 2020.06
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Maintained up-to-date knowledge of product and service changes.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Education
No Degree - Automotive Mechanics
Universal Technical Institute of Arizona Inc
Avondale, AZHigh School Diploma -
Hamilton High School
Chandler, AZ06.2010
Skills
- Customer Retention Strategies
- De-escalation Techniques
- Calm and Professional Under Pressure
- Computer Proficiency
Eagle Scout
Received award 2009
Timeline
Service Advisor
Ken Garff West Valley Ford
2023.10 - 2024.03
Gap Claims
Total Care Auto
2023.06 - 2023.10
Automotive Service Writer
Larry H Miller Super Ford
2021.03 - 2023.02
Service Advisor
South Town Vw
2020.06 - 2021.03
Service Advisor
Larry H Miller Super Ford
2018.03 - 2020.06
No Degree - Automotive Mechanics
Universal Technical Institute of Arizona Inc
High School Diploma -
Hamilton High School
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