Paul Fay
Beachwood,OH
Summary
Experienced Service Advisor with over 20 years in automotive parts and service, specializing in customer retention and workflow optimization. Skilled in managing parts inventory, processing warranty claims, and utilizing DMS billing and inventory control software. Recognized for enhancing service quality through technical troubleshooting and strong communication. Certified with multiple manufacturers, ensuring client satisfaction and operational excellence.
Overview
20
20
years of professional experience
3
3
Certification
Work History
Service Advisor
Nick Mayer Ford Lincoln
Mayfield Heights, OH
01.2022 - 01.2025
- Provided exceptional customer service by promptly greeting customers, assessing their automotive needs, and recommending appropriate services
- Answered a high volume of incoming calls and inquiries, addressing customer concerns and scheduling appointments in a timely manner
- Utilized extensive knowledge of automotive parts and services to accurately estimate costs for repairs and maintenance
- Process warranty claims from various service contract companies
- Addressed customer inquiries via email, phone, in-person, providing accurate information and resolving issues promptly
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while maintaining attention to detail
- Proven expertise in analyzing diagnostic reports enabling accurate identification of complex vehicle issues
- Created detailed estimates for repairs, including labor costs, parts pricing, and timeframes
- Acknowledged customer complaints or concerns promptly and effectively, ensuring complete satisfaction with the resolution
- Maintain customer service index scores and monthly department and individual profit goals set by department director
- Certified Service Advisor Ford and Lincoln Level 3.
- Maintained updated knowledge through continuing education and advanced training.
SERVICE MANAGER
Conrad's Tire Express and Total Car Care
Cleveland Heights, OH
06.2023 - 10.2023
- Provide excellent customer service and advise customers on mechanical repairs and estimates
- Quote customers the best prices for tires and maintenance
- Communicate with technicians and staff, research parts and pricing with vendors and company services
- Open and close store, make bank deposits, supply orders, tire and parts inventories, daily accounting reports, and filing
- Reported to District Manager all information for store operations
Service Advisor/Parts Inventory
GANLEY CHRYSLER, JEEP AND RAM
Bedford, OH
03.2020 - 12.2021
- Process repair order for each vehicle coming in for service
- Communicate customers' needs to tech and dispatcher
- Explain repairs and possible costs to the customer
- Work with warranty admins and extended warranty companies to process claims
- Use of tablet Wi advisor and CDK ADP billing systems
- Transfer to part department in March 2021 in a inventory control position
- Process and receive incoming parts orders and all freight receivables
- Process all vendor returns and adjustments
- Maintain inventory counts and pick ticket adjustments
- Pull current orders and stage for delivery to our customers
- Process all core returns and material authorization returns for FCA Chrysler
- Use of CDK ADP billing and inventory control software
- Assist front counter and techs with parts advisor duties to locate and bill out parts on customer invoices and service repair orders
- Certified Parts and Service Advisor FCA USA
Service Advisor
ADVENTURE LLC AND LAKE AUTO LLC
Willoughby, OH
01.2018 - 01.2020
- Originally started as a Parts Advisor, and was added to the Service department as an advisor
- Greet customer and inspect each vehicle for write-up process, mandatory factory training and level 3 certified parts and service
- Communicate customer needs with technicians and management
- Process and close complete repair orders and finish the process with customer at time of pickup
- Assist with everyday operations of shop as needed and maintain communication with customers and technicians during repair process
- Certified Parts and Service Advisor FCA LLC
CAREGIVER
AT HOME
Beachwood, OH
09.2011 - 01.2018
- Providing at home care for family member after major heart surgery
- See to her everyday needs and provide help when needed for her home and her private business
- Schedule her appointments, drive her to and from needed service dates and visits
- Clean and cook as needed
- Be available during day in case of emergency and continued care
- Worked part time self employed during this period providing find a ride services and doing odd jobs for hire when time afforded
- The family member is now very strong but occasionally has to follow up with specialty doctors that I will be available for as needed
Customer Care Representative
Universal Electronics
Twinsburg, OH
06.2009 - 08.2011
- Provide technical support to cable TV and internet customers in a live call center
- Ensure company-provided equipment is in use and at the current software level
- Assist customers with technical issues to avoid tech visit
- Provide feedback and technical data to IT and security departments
- Work as a team to maintain goals of corporate standards
- Company Certified Tier 3 Tech Support Agent
Education
Certificate - Health Administration, Business Administration
Mansfield Business School
San Antonio, TX07.1991
Certified Software Anaylist - Computer And Information Systems Communications
Dickinson Business School
San Antonio, TX06-1988
Skills
- Supervising experience
- Technical support
- Auto service management
- Hotel experience
- Phone etiquette
- Retail sales
- HR sourcing
- Freight
- CRM software
- Computer Operations
- Dealership experience
- Order entry
- Hospitality
- Communication skills
- Auto estimating
- Communications
- General office
- Upselling
- POS
- Quickbooks
- Service writing
- Night audit
- Customer support
- Research
- Mechanical knowledge
- Typing
- Organizational skills
- Accounting software
- Bookkeeping
- Inventory control
- Cash handling
- Microsoft Office
- AccountinG
- ASCRM DATA
Certification
Driver's License
Ford Certified Service Advisor Level 3
FCA LLC Certified Service and Parts Advisor
FCA LLC Certified Parts Collision Specialist
Certified Tier 3 Tech Support Cable Internet Communication
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
SERVICE MANAGER
Conrad's Tire Express and Total Car Care
06.2023 - 10.2023
Service Advisor
Nick Mayer Ford Lincoln
01.2022 - 01.2025
Service Advisor/Parts Inventory
GANLEY CHRYSLER, JEEP AND RAM
03.2020 - 12.2021
Service Advisor
ADVENTURE LLC AND LAKE AUTO LLC
01.2018 - 01.2020
CAREGIVER
AT HOME
09.2011 - 01.2018
Customer Care Representative
Universal Electronics
06.2009 - 08.2011
Certificate - Health Administration, Business Administration
Mansfield Business School
Certified Software Anaylist - Computer And Information Systems Communications
Dickinson Business School
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