Monica Dickinson
Queensbury,NY
Summary
Customer service driven, with 15+ years. Professional in automotive service industry with proven expertise in managing customer interactions, diagnosing vehicle issues, and coordinating repairs. Strong focus on teamwork and delivering results ensures reliability and adaptability in dynamic environments. Skilled in communication, problem-solving, and technical understanding of automotive systems. Known for fostering collaborative relationships and driving customer satisfaction.
Overview
13
13
years of professional experience
Work History
Service Advisor
Brown Brother's Automotive
02.2024 - Current
- Provided exceptional customer service by addressing numerous inquiries and concerns efficiently.
- Coordinated service appointments, ensuring optimal scheduling and resource allocation.
- Facilitated communication between customers and technicians to clarify service needs.
- Developed rapport with clients, enhancing loyalty and repeat business opportunities.
- Oversaw daily operations of service department, ensuring adherence to quality standards and protocols.
- 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.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Sought ways to improve processes and services provided.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Service Writer
Leonard Bus Sales INC.
08.2020 - 08.2023
- Answer any incoming phone calls, direct customer as needed
- Set up any service requests needed
- Schedule drivers to pick up and return customer buses
- Check in all vehicles upon arrival
- Create work orders for technicians
- Help Lead Tech manage shop flow
- Call customers with updates
- Prepare any estimates for non warranty work needed
- Aid department wherever there was a lack of personnel
- Help customers determine if repairs needed are under warranty
- Close out any internal/customer pay invoices
- Managed service requests and coordinated technician schedules for efficient workflow.
- Developed comprehensive service estimates, ensuring accurate pricing and clear communication with customers.
- Implemented process improvements that reduced turnaround time for service orders.
- Trained new staff on company procedures and best practices in customer service and documentation.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
Service Advisor
D'Ella Buick, GMC, Cadillac
09.2018 - 08.2020
- Answered any incoming calls and directed customer as needed
- Made appointments for future service for customers
- Prepared estimates and sold any needed repairs
- Write work orders for technician
- Write any warranty work for customer
- Close out work orders to bill customer or warranty
- Worked closely with sales department to get new vehicles ready for delivery
Various Positions
Kmart Corporation
08.2012 - 11.2018
- Cashier then moved within a week to Customer Service Desk
- Trained new cashier hires
- Counted money tills before and after shifts
- Answered any customer phone calls
- Handled all customer returns
- Switched to MC&C position
- Handled all hazardous material waste, spills, etc.
- Shipped any damaged or defective product back to manufacturer
- Switched to Hardlines Associate
- Helped unload new goods off shipping truck
- Put all new merchandise onto sales floor
- Help set up in-store displays
- Kept inventory of back stock room
Various Positions
Garvey Auto Group
08.2015 - 09.2018
- Started as Title Clerk
- Put together deal jackets for salesmen
- Processed all final sales paperwork
- Processed all DMV paperwork
- Issued temporary registration/plates
- Issued metal license plates
- Cashed out any sales/parts/service customers
- Reconciled cash/credit/checks at end of day
- Moved to Service Appointment Coordinator
- Answered all customer calls
- Scheduled customers for service
- Greeted all customers coming into service department
- Aided warranty admin and Service Manager with any task needed
- Moved to Express Service Writer
- Checked in any walk-in customers for quick service
- Up-sold any necessary maintenance needed on customer vehicles
- Created estimate for repair on used cars for sales to assess
- Answered phones and made appointments
Education
Associate of Arts - Psychology
SUNY Adirondack
Queensbury06-2026
Regents Diploma - High Honors
Glens Falls City High School
Glens Falls06.2009
Skills
- Customer service
- Computer literacy
- Microsoft word
- Microsoft excel
- Multitasking and organization
- Excellent communication
- Complaint resolution
- Workflow management
- Process improvements
- Conflict resolution
- Customer consulting
- Work prioritization
Languages
French
Timeline
Service Advisor
Brown Brother's Automotive
02.2024 - Current
Service Writer
Leonard Bus Sales INC.
08.2020 - 08.2023
Service Advisor
D'Ella Buick, GMC, Cadillac
09.2018 - 08.2020
Various Positions
Garvey Auto Group
08.2015 - 09.2018
Various Positions
Kmart Corporation
08.2012 - 11.2018
Associate of Arts - Psychology
SUNY Adirondack
Regents Diploma - High Honors
Glens Falls City High School