Melissa Goodson

• Actively listen to customer's issues, arrange appropriate service levels, based on service delivery standards
• Describe automotive issues and systems to customers to help them understand their vehicle problems.
• Performed in liaison role between customer and service technician.
• Presented sales quotes, collected payments and filed warranty claims.
• Review service history with clients and make recommendations based on needs, requests & concerns.
• Follow-up with customers via phone or e-mail regarding service experience for customer retention reporting.
• Earned highest marks for customer satisfaction by providing exceptional care and service.
• Examined critical vehicle systems and parts to determine appropriate repairs and costs.

• Recommended additional, useful services to customers, which helped to increase overall sales.
• Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
• Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
• Immediately escalated incidents to remain compliant with company's standard procedures and processes.
• Welcomed incoming individuals and ascertained needs by asking open-ended questions.
• Explained amount for expected services and provided detailed answers to customer questions.
• Contributed to business growth by confirming customer satisfaction with service and quality.
• Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
• Expressed appreciation for patronage, inviting and encouraging customer return visits.

• Resolved all customer issues to maintain high standards of customer satisfaction.
• Completed day-to-day tasks by leveraging knowledge of CDK.
• Upsold recommended service items based on age and mileage.
• Advised customers on condition of vehicle.
• Answered customers' questions and addressed problems and complaints in person and via phone.
• Maintained cleanliness, neatness and organization of all areas.
• Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.

I started at Toyota as an automotive technician. I worked as a technician and completed schooling for certificates specific to Toyota and was a Toyota Certified Technician. Since February of 2018 I have moved to a Service Advisor position. I was sent for more training and have multiple certifications for Parts and Customer Service. In the customer service advisor position I have communicated with customers to explain estimates and provide expected delivery and repair timelines; addressed customer questions or concerns to enhance customer satisfaction.

• Served each guest with a sincere, positive, pleasant and enthusiastic attitude.
• Performed closing duties including cleaning, sanitizing and replenishing.
• Processed payment transactions and made proper change.
• Made engaging connections with guests to create loyalty.
• Followed save serving safety requirements and kept a list of available ride services for inebriated customers.
• Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.