Ninos George
Danville,CA
Summary
Seasoned professional with a proven track record at Tesla, enhancing customer satisfaction and streamlining operations. Expert in customer service and critical thinking, I have successfully mentored teams, achieving a Customer Satisfaction Index above 90%. My background includes significant achievements in relationship building and process optimization.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
MTS Auto Repair
01.2024 - Current
- Streamlined workflow processes for increased productivity and reduced downtime in the automotive shop.
- Improved customer satisfaction by providing accurate diagnostics and efficient repair services.
- Collaborated with management to establish performance benchmarks and goals, fostering a continuous improvement mindset among the technician team.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Explained estimates and determined repair timelines to manage customer expectations.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Increased workshop efficiency by effectively organizing tools, equipment, and workspace for easy access during repairs.
Owner/Business Proprietor
Pinnacle Detail
01.2019 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Interacted well with customers to build connections and nurture relationships.
- Trained and motivated employees to perform daily business functions.
- Manage shop workflow, scheduling, and customer consultation.
- Create estimates and processed customer invoices.
Assistant Service Manager
Tesla
01.2015 - 01.2019
- Responsible for growing the service team.
- Acted as a liaison between Service and customers, de-escalating dissatisfied owners.
- Utilized LEAN processes for training and dispatching vehicle repairs for technicians.
- Managed and mentored front-of-house service team members.
- Adhered to standards defined by the Bureau of Automotive Repair.
Service Advisor
Tesla
01.2013 - 01.2015
- Developed relationships with founding Tesla customers and early adopters.
- Managed customer expectations through prompt status updates and communication between customers and technicians.
- Provided over-the-air and in-person lessons on vehicle updates and general troubleshooting.
- Maintained Customer Satisfaction Index above 90%.
Service Advisor
Magnussen Lexus
01.1998 - 01.2013
- Lead Service Advisor for internal and external clients.
- Generated repair orders for Certified Pre-Owned Vehicles and Due Bills for sales teams.
- Acted as Service Manager for swing shifts, dispatching vehicle repairs.
- Progressed from Vehicle Technician to Lead Service Advisor.
- Achieved ASE Certified Vehicle Technician certification.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Team development
- De-escalation techniques
- Store maintenance
- Office equipment proficiency
- Staff education and training
Timeline
Customer Service Representative
MTS Auto Repair
01.2024 - Current
Owner/Business Proprietor
Pinnacle Detail
01.2019 - Current
Assistant Service Manager
Tesla
01.2015 - 01.2019
Service Advisor
Tesla
01.2013 - 01.2015
Service Advisor
Magnussen Lexus
01.1998 - 01.2013
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