NICOLA DOUGHER
Scranton,PA
Summary
Patient and empathetic service advisor with extensive background in conflict resolution and customer care. Friendly Service Associate adept at working in diverse retail and customer service environments.
Reliable Attendant highly effective at managing multiple simultaneous tasks in busy environments.
Enthusiastic Assistant service manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
Overview
15
15
years of professional experience
Work History
Assistant Service Manager
Tom Hesser Chevrolet, Inc
Scranton, PA
01.2011 - Current
- Answered an average of 75+ calls per day by addressing customer inquiries, solving problems and providing new product information
- Politely assisted customers in person and via telephone
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Learned, referenced and applied product knowledge information
- Asked open-ended questions to assess customer needs
- Dedicated to continuously improving sales abilities and product knowledge
- Directed calls to appropriate individuals and departments
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Opening and closing repair orders, advising customer on vehicle service needs /upcoming service needs
- Necessary repairs,
- Providing customers with recall and warranty information
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems as soon as possible.
- Team management- manage 25 employees on a daily basis, managing busy automotive shop and productivity
- Offer friendly and efficient service to customers, handled challenging situations with ease.
- Coordinated between billing department and customers to resolve problems.
- Share best practices for sales and customer service with other team members to help improve store's efficiency.
- Drove operational improvements which resulted in savings and improved profit margins.
- Carried out day-day-day duties accurately and efficiently.
- Maintained excellent attendance record, consistently arriving to work on time.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Improved operations through consistent hard work and dedication.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
Automotive Service Consultant
Tom Hesser Nissan
Dunmore, PA
01.2005 - 11.2008
- Answered an average of 35+ calls per day by addressing customer inquiries, solving problems and providing new product information
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Education
High School Diploma -
West Scranton High School
No Degree - Automotive Service Consultant
General Motors Center of Learning
OnlineSkills
- Proficient in MS Word, Excel, PowerPoint & CDK Drive
- Vehicle maintenance reports
- Parts sales
- Strong motivator of employees
- Inventory management
- Team building/Management
- Attention to Detail
- Active Listening
- Training and Development
- Google Workspace
- Analytical and Critical Thinking
- Flexible and Adaptable
- Team Collaboration
- Materials and Labor Costing
Timeline
Assistant Service Manager
Tom Hesser Chevrolet, Inc
01.2011 - Current
Automotive Service Consultant
Tom Hesser Nissan
01.2005 - 11.2008
High School Diploma -
West Scranton High School
No Degree - Automotive Service Consultant
General Motors Center of Learning
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