Nicole Melton
Glen Burnie,MD
Summary
Dynamic Auto Service Advisor with a proven track record at Caliber Collision, excelling in customer relationship management and conflict resolution. Enhanced customer satisfaction through effective communication and meticulous vehicle inspections, leading to increased repeat business. Strong multitasking abilities and attention to detail ensured seamless service operations and high-quality repair outcomes.
Overview
12
12
years of professional experience
Work History
Auto Service Advisor
Caliber Collision
09.2023 - Current
- Participated in regular staff meetings for ongoing communication within the team about departmental goals and progress toward targets achievement.
- Coordinated with sales team for smooth transition during vehicle trade-ins or purchases involving service needs.
- Reduced errors in repair orders by implementing a thorough review process before submission to technicians.
- Prioritized daily tasks effectively, maintaining excellent time management skills under pressure to meet deadlines consistently.
- Provided clear explanations of complex technical issues to customers, resulting in increased understanding and trust.
- .Established strong relationships with local suppliers, negotiating favorable pricing terms for parts procurement.
- Implemented customer follow-up procedures, enhancing satisfaction levels and generating positive feedback.
- Ensured proper documentation of all repairs performed by technicians for warranty compliance purposes.
- Handled high-volume phone calls professionally while managing multiple priorities simultaneously.
- Collaborated with technicians to ensure accurate diagnosis and timely repairs, resulting in reduced wait times for customers.
- Developed strong rapport with clients, leading to repeat business and referrals.
- Conducted thorough vehicle inspections, identifying necessary maintenance and repair work to prevent future issues.
- Utilized strong organizational skills to maintain a clean and efficient service department workspace, promoting a professional image.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated customer complaints to identify cause of malfunctions.
- Explained estimates and determined repair timelines to manage customer expectations.
- Coordinated with parts department to determine availability of necessary components.
Customer Service Representative
Automotive Collision Technologies
10.2013 - 11.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Service Advisor
King Kia Autobody
02.2016 - 09.2016
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Worked directly with Geico ARX program in overseeing repairs and negotiating with insurance to complete the most cost effective repair.
Education
No Degree - Nursing
Anne Arundel Community College
Arnold, MDSkills
- Strong customer service
- Service writing
- Parts ordering
- Vehicle inspection
- Upselling services
- Appointment scheduling
- Strong work ethic
- Customer service
- Attention to detail
- Listening skills
- Multitasking and organization
- Computer skills
- Handling customer complaints
- Team collaboration
- Quality inspection
- Customer relationship management
- Conflict resolution
- Quality control
- Documentation and reporting
- Complaint resolution
- Workflow management
- Customer retention
- Vehicle assessment
- Price quoting
Timeline
Auto Service Advisor
Caliber Collision
09.2023 - Current
Service Advisor
King Kia Autobody
02.2016 - 09.2016
Customer Service Representative
Automotive Collision Technologies
10.2013 - 11.2016
No Degree - Nursing
Anne Arundel Community College
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