Octavio Otiniano
Mahopac,NY
Summary
Technologically-savvy advisor with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions.
Effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls or in person.
Highly-enthusiastic Client Service professional with 30 years of client interface experience. Well-versed in automotive products, services and consumer trends. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives.
Overview
35
35
years of professional experience
Work History
Service Advisor
Darcars Automotive
11.2022 - Current
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
Service Advisor
Ray Catena BMW
01.2021 - 11.2022
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Developed estimates by costing materials, supplies, and labor.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Interpreted diagnostic results to provide accurate repair recommendations.
Service Advisor
Bmw Of Bloomfield
08.2020 - 12.2020
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Suggested additional services to customers in order to meet upsell goals.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Documented problems and corrective actions to maintain records.
Service Advisor
Mercedes Benz Of Paramus
11.2019 - 03.2020
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Followed up with customers to offer additional support and check resolution satisfaction.
Service Advisor
Mercedes Benz Manhattan
09.2016 - 11.2019
- Established membership loyalty, executing flawless customer retail account management.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Determined accurate prices for customer services, consistently searching for deals and best prices for customers.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Achieved high customer satisfaction scores by de-escalating complaints quickly.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
Service Advisor
Mercedes Benz Of White Plains
07.2006 - 07.2016
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Mentored junior team members and managed employee relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Provided top quality control and eliminated downtime to maximize revenue.
Service Manager
Mercedes Benz Of White Plains
03.2001 - 07.2006
- Hired, trained, developed and monitored performance of service department staff.
- Defined department objectives and monitored performance.
- Enforced adherence to customer service standards to foster satisfaction and retention.
- Collaborated with customers to discuss service needs and offer available solutions.
- Model expected customer service standards to promote customer satisfaction, loyalty and retention.
- Effectively communicated and analyzed issues with customers to provide satisfactory solutions.
- Praised employees for great work efforts and continuously delivered positive reinforcement and constructive criticism.
- Improved customer satisfaction rates by listening to complaints and finding appropriate ways to solve problems.
Collision Center Advisor
Mercedes Benz Manhattan
10.1999 - 03.2001
- Kept strict safety practices in all areas of operations.
- Assessed quality of all shop work to maintain solid reputation and high customer satisfaction.
- Completed inspections, estimations and damage reports.
- Monitored employee work levels and optimized performance with strategic approaches.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Service Advisor
Mercedes Benz Of White Plains
10.1994 - 08.1999
- Increased customer satisfaction ratings 98.6% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Achieved high quality marks on quality assurance evaluations through proper communication.
- Ranked in top 3% for customer satisfaction among 12 competing service advisors.
- Achieved high customer satisfaction scores by de-escalating complaints quickly.
Service Advisor
Estate Motors
06.1989 - 06.1994
- Explained amount for expected services and provided detailed answers to customer questions.
- Took full advantage of upsell opportunities with new and potential customers.
- Contributed to business growth by confirming customer satisfaction with service and quality.
Education
Automotive Technician
Apex Technical School
New York, NYI’m an avid motorcyclist
I have three motorcycles. I guess, one for every occasion. A sport, bike, a drag, bike, and a cruiser. Unfortunately, not many of my friends like to ride, so I kind of go by myself. I've been riding since I can remember. I started riding minibikes when I was five years old. Just love riding.
Racing cars and motorcycles
I used to race cars professionally. I started racing go karts when I was 4.
Languages
Spanish
Professional Working
Spanish
Professional Working
Timeline
Service Advisor
Darcars Automotive
11.2022 - Current
Service Advisor
Ray Catena BMW
01.2021 - 11.2022
Service Advisor
Bmw Of Bloomfield
08.2020 - 12.2020
Service Advisor
Mercedes Benz Of Paramus
11.2019 - 03.2020
Service Advisor
Mercedes Benz Manhattan
09.2016 - 11.2019
Service Advisor
Mercedes Benz Of White Plains
07.2006 - 07.2016
Service Manager
Mercedes Benz Of White Plains
03.2001 - 07.2006
Collision Center Advisor
Mercedes Benz Manhattan
10.1999 - 03.2001
Service Advisor
Mercedes Benz Of White Plains
10.1994 - 08.1999
Service Advisor
Estate Motors
06.1989 - 06.1994
Automotive Technician
Apex Technical School
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