Nicholas Ferrara
East Brunswick
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Knowledgeable and dedicated customer service professional with extensive experience in a customer service and a sales type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Automotive Service Advisor
Sansone's Route One Auto Mall
01.2024 - Current
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
Service Advisor
Global Automall
07.2021 - 06.2023
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Delivered prompt service to prioritize customer needs.
- Documented problems and corrective actions to maintain records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Advisor
Acura
05.2019 - 05.2021
- Developed estimates by costing materials, supplies, and labor.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Express Service Advisor
Global Automall
06.2016 - 06.2019
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
Parts Advisor
Volvo Cars
04.2014 - 05.2016
- Stocked and managed stock of parts.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Organized parts storage and stocked inventory according to established guidelines.
- Maintained clean and neat parts counter and sales floor.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Assisted customers in finding appropriate parts promptly.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
Education
High School Diploma -
Old Bridge High School
Old Bridge, NJ06.2008
Skills
- Trained in Salesforce
- Sales and Upselling
- POS Systems and Ordering Platforms
- Conflict Resolution
- Employee Relationships
- Understanding Customer Needs
- Warranty Claims Process Management
- Consultative Selling Techniques
- Customer Retention Strategies
References
David Karlstein- 732-547-9188
Josh Treskunov- 732-470-7626
Lindsay Oliveira- 908-217-4338
Timeline
Automotive Service Advisor
Sansone's Route One Auto Mall
01.2024 - Current
Service Advisor
Global Automall
07.2021 - 06.2023
Service Advisor
Acura
05.2019 - 05.2021
Express Service Advisor
Global Automall
06.2016 - 06.2019
Parts Advisor
Volvo Cars
04.2014 - 05.2016
High School Diploma -
Old Bridge High School
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