Summary
Overview
Work History
Education
Affiliations
Languages
Accomplishments
Certification
References
Timeline
Generic

Michael Gresola

London,ON

Summary

Driven by a passion for customer satisfaction and a knack for organization, I excelled at MDL Door Systems, enhancing product quality and streamlining operations. My expertise in Automotive especially handling premium brands ans luxury vehicles terminology and preventative maintenance, coupled with a proven track record in building strong customer relationships, led to surpassing sales goals and achieving high satisfaction ratings.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Service Advisor

Finch Nissan
London, Ontario
08.2023 - Current
  • Delivered courteous resolutions to address client concerns promptly.
  • Ensured all work on completed service orders adhered to dealership guidelines.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Upsold additional products or services when appropriate.
  • Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
  • Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
  • Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
  • Managed scheduling of service work appointments on vehicles.
  • Provided accurate estimates of repair costs, labor times and parts prices to customers.
  • Participated in ongoing training activities related to automotive technology advancements.
  • Demonstrated knowledge of advanced diagnostic equipment used in the shop.
  • Maintained records of customer interactions and transactions.
  • Greeted customers and addressed their needs in a professional manner.
  • Explained the features and benefits of products or services offered by the dealership to customers.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Conducted customer satisfaction surveys to identify areas for service improvement.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Excelled in exceeding daily credit card application goals.
  • Promoted available products and services to customers during service, account management and order calls.
  • Led on- and off-site customer support teams across multiple time zones.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Supported sales team members to drive growth and development.
  • Collected deposits or payments and arranged for billing.
  • Ensured system updates for comprehensive tracking of orders and client information.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Strengthened customer retention by offering discount options.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Oversaw warranty counseling process to manage expense controls.
  • Updated databases with new and modified customer data.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Service Advisor

Abdulaziz Abdolmohsen Al Babtain (Nissan-Kuwait)
Kuwait, Kuwait City
01.2018 - 01.2023
  • Upsold additional products or services when appropriate.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Strengthened customer retention by offering discount options.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided accurate estimates of repair costs, labor times and parts prices to customers.
  • Resolved customer complaints in an efficient and courteous manner.
  • Participated in ongoing training activities related to automotive technology advancements.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Explained the features and benefits of products or services offered by the dealership to customers.
  • Assisted with scheduling appointments for service work to be performed on vehicles.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Maintained records of customer interactions and transactions.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Excelled in exceeding daily credit card application goals.
  • Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Developed and maintained strong relationships with customers to ensure repeat business.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
  • Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
  • Updated databases with new and modified customer data.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Collected deposits or payments and arranged for billing.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Supported sales team members to drive growth and development.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Greeted customers and addressed their needs in a professional manner.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Conducted customer satisfaction surveys to identify areas for service improvement.
  • Prepared invoices for services rendered and collected payments from customers.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Service Advisor

Al Wallan Trading Company (Hyundai-Saudi Arabia)
Riyadh, Saudi Arabia
02.2016 - 05.2017
  • Greet customers, answer questions, and document vehicle problems.
  • Work with technicians to identify repairs and maintenance, and provide repair estimates.
  • Prepare repair orders, enter them into the system, and close them out.
  • Sell and manage extended warranties, and ensure that all required documentation is completed.
  • Ensure that repairs meet customer expectations, vehicle requirements, and Hyundai specifications.
  • Follow up on repairs, and keep customers informed of progress.
  • Schedule service appointments, and organize the shop schedule.
  • Sell merchandise, and explain the work performed and associated costs to customers.

Service Advisor

Alfardan Premier Motors (BMW, JLR - Qatar)
Doha, Qatar
12.2011 - 12.2015
  • Handled elite client services for BMW, Mini Cooper, Jaguar & Land Rover cars.
  • Administered scheduling of repairs, handled quotes and completed invoice processing.
  • Facilitated dealership's customer support via telephone and direct communication.
  • Streamlined the process of recording customer concerns for tech teams.
  • Obtaining approval from customers before performing any corrective work.
  • Marketed extensive line of automotive components.
  • Coordinated internal service tasks to ensure alignment with customer commitments.
  • Ensured timely and cost-effective completion of work by monitoring progress.

Service Advisor

Arabian Gulf Mechanical Centre (BMW-Dubai)
Sheikh Zayed Road, Dubai, United Arab Emirates
07.2008 - 11.2011
  • Addressed various customer inquiries.
  • Achieved higher sales through strategic marketing efforts.
  • Complied consistently with industry regulations and standards in automotive servicing.
  • Managed timing for requested automotive repairs.
  • Managed vehicle delivery post-repair and maintenance completion.
  • Assessed repair costs and presented estimates to customers.
  • Conducted feedback assessments aimed at improving overall customer experience.
  • Informed customers on preventative maintenance programs offered at dealership.
  • Communicated with customers about vehicle issues and planned required repairs.
  • Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
  • Monitored work progress to ensure timely completion of services within specified timeframes.

  • Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.

Service Advisor

Ford Motors Philippines
EDSA-Quezon City, Philippines
07.2007 - 07.2008
  • Welcomed arriving customers, gathered vehicle information.
  • Clearly explain any repair order information to the customer and readily take in the requests of the customer for specific services desired
  • Verified completed repairs by conducting test drives.
  • Estimating both time for repair and cost, while doing this they should also consider the schedule of the customer
  • Maintaining high standards through the handling of customer complaints.
  • Ensure the maintenance of all files required to meet and/or exceed government and factory requirements.
  • Handled customer inquiries efficiently.
  • Documented client feedback, problems, and resolutions in system records.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

Some College (No Degree) - Marine Maintenance And Ship Repair

PMI Colleges
Quezon City

Affiliations

  • Playing Basketball
  • Mountain/Trail Biking
  • Playing Video Games

Languages

English
Professional
Arabic
Limited

Accomplishments

  • 2019 Best Service Advisor / Highest Sales for Parts & Labor (Nissan-Kuwait)
  • 2022 Dealers 1st Place on CSI (Nissan-Kuwait)
  • 2022 Overall Performance 1st Place (Nissan-Kuwait)
  • 2022 Best in Upselling (Nissan-Kuwait)
  • Certified JLR Service Advisor Level 2
  • Certified Nissan Service Advisor

Certification

  • JLR Certified Service Advisor Level 2
  • Certified Nissan Service Advisor
  • Certified BMW Service Advisor

References

References available upon request.

Timeline

Service Advisor

Finch Nissan
08.2023 - Current

Service Advisor

Abdulaziz Abdolmohsen Al Babtain (Nissan-Kuwait)
01.2018 - 01.2023

Service Advisor

Al Wallan Trading Company (Hyundai-Saudi Arabia)
02.2016 - 05.2017

Service Advisor

Alfardan Premier Motors (BMW, JLR - Qatar)
12.2011 - 12.2015

Service Advisor

Arabian Gulf Mechanical Centre (BMW-Dubai)
07.2008 - 11.2011

Service Advisor

Ford Motors Philippines
07.2007 - 07.2008

Some College (No Degree) - Marine Maintenance And Ship Repair

PMI Colleges

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Michael Gresola