Melissa Denewellis
Cumming,GA
Summary
A passionate and hard-working automotive service professional with more than fourteen years of experience in both retailers and the corporate setting. I have a strong focus in client satisfaction, communication, relationship building, while also understanding manufacture objectives and goals. Passionate and hardworking individual focused on continuous operational improvement.
Overview
14
14
years of professional experience
Work History
Feild Operation Specialist
INFINITI South Region
08.2022 - Current
- Developed and updated tracking spreadsheets using Excel.
- Analyzed data trends to identify opportunities for improvement in operational performance metrics.
- Optimized resource allocation, ensuring projects were completed on time.
- Enhanced team productivity with effective communication and collaboration strategies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Created and updated weekly, monthly, bi-annually presentations with power point.
- Assisted in on-boarding and training new hires.
Service Advisor
RBM Of Alpharetta
07.2016 - 08.2022
- 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.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Service Advisor
Infiniti Of South Atlanta
09.2010 - 07.2016
- Worked directly with clients to set appointments, check in cars, generate repair orders, sell service, create service action plans, finalize all paperwork, preform active deliveries, and cashier.
- Worked directly with a team of technicians to plan schedules, organize work flow, delegate repairs, and generate repair plans for clients.
- Comprehensive use of AS/400, DealerTrack, Microsoft Office, TSD, and MPI/Service Edge.
- Maintained a three month Customer Satisfaction Index average of 915
- Worked with a team of advisors to meet monthly forecasted sales goals.
- Worked with service manager to generate daily reports.
- Worked with all store managers to create and distribute dealership process guide. Assisted in create processes for service department. Worked with other store managers to finalize processes and created process guide.
- Developed a guide to navigate Infiniti Insights and increase survey count.
Education
Bachelor of Arts - Business Leadership
Ashford University
San Diego, CA07.2017
Skills
- Operational Efficiency
- Data Analysis
- Analytical Thinking
- Customer Service
- Computer Skills
- Multitasking and Organization
- Strong Work Ethic
- Listening Skills
- Excellent Communication
Accomplishments
- INFINITI Inspired Performers Award winner 11 times
- INFINITI Award of Excellence winner 3 times
- Graduated Summa Cum Laude
Timeline
Feild Operation Specialist
INFINITI South Region
08.2022 - Current
Service Advisor
RBM Of Alpharetta
07.2016 - 08.2022
Service Advisor
Infiniti Of South Atlanta
09.2010 - 07.2016
Bachelor of Arts - Business Leadership
Ashford University
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