MICHAEL CATO
56 Martha Ann Avenue, Winder,GA
Summary
Senior Information Systems student with over five years of professional experience in client-facing and technical service environments. Possesses a basic to working knowledge of SQL, Excel, and Python, complimented by hands-on and classroom exposure to data management, data visualization, process analysis, and business analytics. Well-versed in requirements gathering, stakeholder communication, and meeting or exceeding business needs. Seeking an opportunity to apply these skills to drive data-informed business solutions through cross-functional collaboration.
Overview
4
4
years of professional experience
Work History
Service Concierge
Mercedes-Benz Of Athens
Watkinsville, GA
04.2023 - Current
- Providing customer service support to ensure a positive experience for all clients.
- Resolving customer complaints in a timely manner to maintain customer loyalty.
Service Advisor (Customer-facing)
Mercedes-Benz Of Athens
Watkinsville, GA
11.2021 - 04.2023
- Performed client-facing service operations, consistently meeting and exceeding service KPIs.
- Achieved an overall customer satisfaction rating of 4.7 out of 5 during tenure, exceeding the average across dealers for the said period.
- Provided $2.9M in revenue and $1.92M in profit during tenure, achieving a 58% profit margin.
- Implemented service workflow improvements that enhanced customer satisfaction and reduced wait time.
- Served as a liaison between technical staff and customers for accurate diagnostics and expectations.
- Developed technical expertise and became a trusted information provider to customers.
Internal Service Advisor
Mercedes-Benz Of Atlanta Northeast
Duluth, Georgia
03.2021 - 11.2021
- Oversaw the reconditioning process of used vehicles to meet stringent certification standards.
- Coordinated across departments to ensure vehicle readiness within strict deadlines.
- Gathered stakeholder (management) requirements for reconditioning processes and expectations.
- Utilized dealership systems to track, budget, and report service orders, and organized vehicle repairs into the appropriate process step for user tracking.
Education
Bachelor of Business Administration - Information Systems
Kennesaw State University
Kennesaw, GA12.2025
Associate of Applied Science - Automotive Technology, Mercedes-Benz Program
Gwinnett Technical College
Lawrenceville, GA05.2021
Skills
- Business Analysis
- Requirements Gathering
- Communication
- Sales
- Problem Solving
- Excel (working knowledge)
- SQL (working knowledge)
- Python (basic)
References
References available upon request.
Timeline
Service Concierge
Mercedes-Benz Of Athens
04.2023 - Current
Service Advisor (Customer-facing)
Mercedes-Benz Of Athens
11.2021 - 04.2023
Internal Service Advisor
Mercedes-Benz Of Atlanta Northeast
03.2021 - 11.2021
Bachelor of Business Administration - Information Systems
Kennesaw State University
Associate of Applied Science - Automotive Technology, Mercedes-Benz Program
Gwinnett Technical College
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