Summary
Overview
Work History
Education
Skills
Timeline
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Monica Ellis

Virginia Beach,VA

Summary

Committed and professional Service & Sales Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service experience. Self Motivated and hardworking individual while enabling the ability to thrive in team based roles. Able to handle multiple ongoing projects with a high level of accuracy.

Overview

4
4
years of professional experience

Work History

Lead Service Advisor // Sales Advisor

Bayside Harley-Davidson
01.2022 - 10.2023
  • Obtained and ranked Highest Net Sales Employee for a consecutive 21 months
  • Increased service department profits by 121%, which set a company & regional record in the Harley-Davidson industry.
  • Tracked and analyzed service department labor costs and technician labor goals
  • Forecasted service department business and created relative goals to exceed prior fiscal year activity
  • Distributed repair orders amongst technicians and scheduled appointments
  • Influenced upgraded builds to vehicles and created plans for clients to obtain their desired vehicle upgrade results
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Established clear communication channels between team members, promoting collaboration and information sharing across departments.
  • Promoted additional services or products to customers when appropriate, contributing to increased revenue generation.
  • Organized team meetings to discuss ongoing projects, address challenges, and celebrate successes together as a team
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Suggested additional services to customers in order to meet upsell goals.
  • Documented problems and corrective actions to maintain records.
  • Explained estimates and determined repair timelines to manage customer expectations.
  • Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.
  • Delegated and supervised vehicle bodywork to body team for restoration and remediation.
  • Developed strong relationships with clients, fostering trust and loyalty to the business.
  • Coordinated with other departments to ensure seamless delivery of services and enhance overall customer satisfaction levels.

Retail Associate & Skill Trainer

Cracker Barrel Old Country Store
10.2019 - 05.2022
  • Executed sales through guest engagement, product knowledge, and assisting with product selection
  • Addressed guest concerns using active communication methods and problem-solving skills
  • Administered financial transactions, calculated sale event discounts, and balanced registers
  • Analyzed prior fiscal year sales and rates
  • Forecasted fiscal year sales and rates
  • Developed team plans to achieve goals
  • Coached, assessed, and guided associates with job duties, tasks, and training courses.
  • Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Collaborated with team members to achieve daily sales goals and exceed performance targets.
  • Contributed to visual merchandising efforts, creating eye-catching displays that showcased featured products effectively.
  • Utilized point-of-sale system for efficient transaction processing as well as tracking customer purchase history when applicable.
  • Supported store promotional events by setting up signage, distributing flyers, and engaging with customers about current offers.
  • Participated in regular inventory audits, identifying discrepancies and ensuring accurate record-keeping practices were followed.
  • Increased sales revenue by offering targeted promotions and upselling related items.

Parts Stock Clerk

Checkered Flag Hyundai World
07.2020 - 11.2021
  • Developed reports on aspects of tangible and intangible gain, loss, and modifications to inventory
  • Organized and received parts for inventory control
  • Prepared, processed, and packaged parts sent for quality control checks, returns, and third-party order requests
  • Answered customer questions and provided detailed product information.
  • Ensured accurate pricing information by routinely updating shelf labels based on company promotions or price changes from suppliers.
  • Collaborated with team members to maintain a clean, organized, and safe work environment for all staff.
  • Handled merchandise returns with care, ensuring proper documentation and placement back into inventory.
  • Facilitated smooth communication between stockroom staff and sales associates to ensure seamless operations on the sales floor.
  • Assisted colleagues with preparation of parts based on internal service department needs.
  • Demonstrated adaptability and flexibility by tackling various tasks as needed, contributing to the overall success of the stockroom team.
  • Assisted customers in locating desired items, providing exceptional service and promoting customer satisfaction.

Education

Degree Candidate

Tidewater Community College
Virginia Beach, VA
05.2025

High School Diploma -

Oscar F. Smith High School
06.2016

Skills

  • Team Building
  • Customer Service
  • Financial Transactions
  • Account Management
  • Report Analysis
  • Direct Sales
  • Conflict Resolution
  • Critical Thinking
  • Active Listening

Timeline

Lead Service Advisor // Sales Advisor

Bayside Harley-Davidson
01.2022 - 10.2023

Parts Stock Clerk

Checkered Flag Hyundai World
07.2020 - 11.2021

Retail Associate & Skill Trainer

Cracker Barrel Old Country Store
10.2019 - 05.2022

Degree Candidate

Tidewater Community College

High School Diploma -

Oscar F. Smith High School

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Monica Ellis