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
37560 Mission Blvd, Fremont, CA 94536
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
Danville, CA
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
San Rafael/Dublin, CA
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
Fremont, CA
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
Fremont, CA
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