Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Nicholas White

Louisville,KY

Summary

Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in safety regulations and procedures.

Motivated individual promoting well-rounded skill set including Mechanics and Technology. Always ready and willing to pitch in and perform above expectations.

Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.

Overview

16
16
years of professional experience

Work History

Service Advisor

Oxmoor Toyota
Louisville, KY
11.2017 - Current
  • Greeted customers and addressed their needs in a professional manner.
  • Provided accurate estimates of repair costs, labor times and parts prices to customers.
  • Maintained records of customer interactions and transactions.
  • Assisted with scheduling appointments for service work to be performed on vehicles.
  • Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
  • Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
  • Explained the features and benefits of products or services offered by the dealership to customers.
  • Prepared invoices for services rendered and collected payments from customers.
  • Resolved customer complaints in an efficient and courteous manner.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Upsold additional products or services when appropriate.
  • Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Participated in ongoing training activities related to automotive technology advancements.
  • Demonstrated knowledge of advanced diagnostic equipment used in the shop.
  • Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Handled telephone inquiries regarding appointments and work in process.
  • Answered phone calls and responded to questions and concerns.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
  • Used knowledge of services to recommend additional products and offerings to customers.
  • Recommended additional, useful services to customers to increase overall sales.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Researched coverages under warranties and determined requirements for coverage.
  • Examined records and papers to verify warranty and service contract coverage.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Utilized in-house systems and software to drive customer interaction and communication through service process.
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Collected deposits or payments and arranged for billing.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Supported sales team members to drive growth and development.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • 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.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Promoted available products and services to customers during service, account management and order calls.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Excelled in exceeding daily credit card application goals.
  • Prevented key account losses by researching discrepancies and correcting problems.

Service Manager

Pepboys Parts And Auto
Louisville, KY
11.2014 - 11.2017
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Monitored service performance metrics to identify areas of improvement.
  • Resolved customer complaints in a timely manner.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Created detailed reports on service activities for senior management review.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Trained new employees on the use of customer relationship management software systems.
  • Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
  • Analyzed existing processes for potential cost savings initiatives.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Provided technical support for hardware and software issues experienced by customers.
  • Ensured compliance with applicable laws and regulations related to services provided.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Created standard operating procedures for all service functions.
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Reviewed customer billing statements for accuracy prior to release.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Hired and trained service department staff to drive performance.
  • Created employee work schedules to keep shifts properly staffed.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Motivated and supported employees to maintain low turnover.
  • Created written estimates and obtained customer consent to proceed.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Monitored employee performance through key metrics analysis.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Recruited and trained new employees to meet job requirements.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Assigned work and monitored performance of project personnel.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Analyzed business performance data and forecasted business results for upper management.
  • Produced thorough, accurate and timely reports of project activities.

Service Advisor

Pepboys Parts And Auto
Louisville, KY
05.2011 - 11.2014
  • Greeted customers and addressed their needs in a professional manner.
  • Provided accurate estimates of repair costs, labor times and parts prices to customers.
  • Maintained records of customer interactions and transactions.
  • Assisted with scheduling appointments for service work to be performed on vehicles.
  • Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
  • Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
  • Explained the features and benefits of products or services offered by the dealership to customers.
  • Prepared invoices for services rendered and collected payments from customers.
  • Resolved customer complaints in an efficient and courteous manner.
  • Ensured that all customer inquiries were handled promptly and accurately.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Upsold additional products or services when appropriate.
  • Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
  • Promptly responded to customer inquiries via phone, email or in person.
  • Participated in ongoing training activities related to automotive technology advancements.
  • Demonstrated knowledge of advanced diagnostic equipment used in the shop.
  • Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
  • Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
  • Followed up with existing customers regarding past services performed on their vehicles.
  • Handled telephone inquiries regarding appointments and work in process.
  • Answered phone calls and responded to questions and concerns.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
  • Used knowledge of services to recommend additional products and offerings to customers.
  • Recommended additional, useful services to customers to increase overall sales.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Researched coverages under warranties and determined requirements for coverage.
  • Examined records and papers to verify warranty and service contract coverage.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Utilized in-house systems and software to drive customer interaction and communication through service process.
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Collected deposits or payments and arranged for billing.
  • Updated databases with new and modified customer data.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Supported sales team members to drive growth and development.
  • 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.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.

Mechanic

Ken Towerys Tire & AutoCare
Louisville, Ken
04.2009 - 05.2011
  • Diagnosed mechanical problems on a wide variety of vehicles using specialized tools and equipment.
  • Performed preventive maintenance services such as oil changes and tune-ups on cars and trucks.
  • Inspected, serviced, and repaired brakes, exhaust systems, transmissions, engines, suspension systems, drive trains, fuel systems and other vehicle components as required.
  • Utilized computer diagnostic equipment to troubleshoot electrical issues in vehicles.
  • Repaired or replaced worn parts such as brake pads and wheel bearings using hand tools and power tools.
  • Tested components with appropriate instruments to ensure proper operation.
  • Identified additional needed repairs by conducting visual inspections of the vehicle's interior and exterior.
  • Maintained accurate records of work performed in accordance with company standards.
  • Provided estimates for labor costs associated with repair projects prior to commencement of work.
  • Ensured safety protocols were followed while working on vehicles.
  • Assisted fellow mechanics when necessary during complex repairs.
  • Adhered strictly to safety requirements when operating machinery or handling hazardous materials.
  • Organized tools and supplies neatly within the workspace for easy access during maintenance tasks.
  • Monitored shop equipment to maintain safe working condition.
  • Kept detailed records of repairs, labor involved and parts used.
  • Maintained garage safety protocols to meet regulatory and company expectations.
  • Executed preventive and corrective maintenance on work trucks and other vehicles.
  • Examined loose bolts and specified safety devices on vehicles and made adjustments.
  • Connected electrical wiring to control panels and electric motors.
  • Attended safety and training meetings to learn techniques to avoid injuries and mishaps.
  • Completed required paperwork and delivered to customer.
  • Interpreted drawings and schematics to pinpoint sources of mechanical issues.
  • Performed maintenance inspections, tune-ups, oil changes and other key services.
  • Repaired, replaced and adjusted brakes.
  • Conducted test drives before and after repair services.
  • Removed old oil, replace filters and added correct amount of new [Type] oil.
  • Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
  • Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
  • Reviewed brakes and assessed whether pads needed replacement, discs should be turned or other service requirements.
  • Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
  • Reviewed work orders and discussed with supervisors.
  • Aligned wheels using special alignment equipment and wheel-balancing machines.
  • Tested components and systems using infrared engine analyzers, compression gauges and computerized diagnostic devices.

Package Loader

UPS
Louisville, KY
08.2008 - 07.2009
  • Loaded packages onto delivery trucks in an efficient and timely manner.
  • Inspected packages for any visible damage before loading.
  • Organized packages according to their size and weight.
  • Ensured that all packages were loaded safely and securely.
  • Reported any discrepancies between shipment documents and actual items received.
  • Followed all safety protocols while loading and unloading packages.
  • Cleaned up work area after completion of tasks assigned by supervisors.
  • Used a scanner gun to scan barcodes on parcels for tracking purposes.
  • Scanned, pushed and loaded items on conveyor line for loading into trailers.
  • Communicated load, product or pallet issues to supervisor.

Education

High School Diploma -

Butler Traditional High School
Louisville, KY
05-2008

Bachelor of Science - Environment Science

Southern New Hampshire University
Hooksett, NH

Skills

  • Service Recommendations
  • CRM Software
  • Customer Service
  • Documentation And Reporting
  • Customer Retention
  • Price Quoting
  • Quality Control
  • Repairs Scheduling
  • Cost Estimation
  • Data Entry
  • Computer Skills
  • Service Estimates
  • Service Order Flow
  • Data Processing
  • Client rapport
  • Sales expertise
  • Workflow Management
  • Repair Quality Inspections
  • Records Management
  • Strong Work Ethic
  • Customer Relationship Management
  • Attention to Detail
  • Complaint resolution
  • Handling Customer Complaints
  • Conflict Resolution
  • Warranty Claims Process Management
  • Tech-Savvy
  • Call Center Operations
  • Listening Skills
  • Performance Goals
  • Multitasking and Organization
  • Product Training
  • Mechanical Aptitude
  • Technical knowledge
  • Work Order Interpretation

Affiliations

  • I enjoy being outdoors, I like to play sports such as golf and fish.

Timeline

Service Advisor

Oxmoor Toyota
11.2017 - Current

Service Manager

Pepboys Parts And Auto
11.2014 - 11.2017

Service Advisor

Pepboys Parts And Auto
05.2011 - 11.2014

Mechanic

Ken Towerys Tire & AutoCare
04.2009 - 05.2011

Package Loader

UPS
08.2008 - 07.2009

High School Diploma -

Butler Traditional High School

Bachelor of Science - Environment Science

Southern New Hampshire University

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Nicholas White