Rafael Peña
Capital Chrysler Jeep Dodge Ram
Charlotte,NC
Summary
Personable and dedicated customer service representative with extensive experience in the automotive industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
1
Certification
12
years of professional experience
Work History
Internal Service Advisor
11 Months- Managed the internal service and reconditioning workflow for new and used vehicle inventory, coordinating repairs, inspections, and preparation for sale.
- Processed and tracked vehicle work through CDK, Rapid Recon, Dealer Connect, and Xtime, ensuring accurate documentation and timely completion.
- Coordinated daily workflow for technicians, assigning and monitoring internal repair, PDI, and reconditioning work.
- Performed check-ins on incoming new vehicles, including documenting vehicle information, creating physical identification tags, and initiating required technician preparation.
- Worked closely with sales managers, sales representatives, service advisors, technicians, parts, porters, and detail teams to keep vehicles moving efficiently through the dealership to minimize delays and improve vehicle turnaround time.
- Consistently managed a high-volume internal operation, with monthly internal repair/reconditioning volume ranging from approximately $80,000 to $140,000.
Service Advisor, Inventory Manager, Salesperson
3 Years 6 Months- Worked as a key team member in service as a service assistant & service advisor. Served as the main point of contact between customers and the service department, providing clear communication on maintenance and repair needs. Prepared accurate service estimates, secured approvals, and streamlined workflows between technicians and staff. Enhanced customer retention through personalized service and prompt issue resolution, ensuring high satisfaction levels.
- Managed inventory operations by monitoring stock levels, forecasting demand, and coordinating with manufacturers to ensure timely procurement. Introduced systems to improve tracking accuracy, reduce costs, and eliminate discrepancies. Enhanced showroom layout and vehicle presentation to boost visibility and drive sales.
- Provided a consultative sales experience by guiding customers through the purchasing process and offering personalized recommendations. Consistently surpassed sales targets through in-depth product knowledge and strong client relationships. Partnered with the finance team to secure competitive financing and ensure smooth transaction completion.
- Automotive professional with expertise in service advising, inventory management, and sales. Skilled in delivering exceptional customer service, managing inventory operations, and exceeding sales targets. Proficient in CRM systems and inventory software, with a proven track record of improving efficiency, driving revenue growth, and maintaining top-tier customer satisfaction.
Service Porter
1 Year 5 Months- Prepared rental cars for customers using a consistent handoff process while vehicles remained in the shop.
- Coordinated vehicle handoffs with the service team to keep customer transportation available during repairs.
- Supported a smooth customer experience by managing loaner and rental vehicle readiness for same-day requests.
Summer Camp / After School Counselor
8 Months- Provided crisis intervention support when needed to de-escalate situations and protect student well-being.
- Collaborated with school staff to develop student-centered goals and objectives for after-school programming.
- Organized and led educational activities including games, arts and crafts, music lessons, and sports competitions.
Dining Room Attendant
5 Years 8 Months- Greeted guests, delivered food orders courteously, and supported positive service experiences across the dining room.
- Monitored tables and dining areas for cleanliness, proper setup, and readiness throughout each service period.
- Followed health and safety guidelines when preparing and serving food products, protecting guest well-being and service quality.
Team Member
1 Year- Prepared made-to-order food accurately and followed preparation standards during each shift.
- Maintained cleanliness in dining room and kitchen stations to support a safe, organized guest environment.
- Completed opening and closing tasks according to shift schedule, keeping the restaurant ready for service.
Education
Dental Hygiene Program - Spring 2020
High School Diploma
Skills
Customer relationship management
Account management
Customer retention
Sales expertise
Lead conversion
Data entry
Inventory control
Sales forecasting
Purchase order processing
Customer satisfaction tracking
CDK
Certification
North Carolina 75-Hour Broker Pre-Licensing Course
Awards
- Compare Foods Scholarship, Awarded for academic excellence
- Dean's List, 3.75 GPA
Volunteer Experience
- Mentor, Baseball for Life, Provide mentorship to young athletes learning to play baseball
- Volunteer, Dr. Pappert & Associates, Volunteered and job shadowed the dental hygienist and dentist
Timeline
Internal Service Advisor
Capital Chrysler Jeep Dodge Ram
08.2025 - 07.2026
Service Advisor, Inventory Manager, Salesperson
Infiniti Of Charlotte
01.2022 - 07.2025
Service Porter
South Charlotte Chevrolet
08.2020 - 01.2022
Summer Camp / After School Counselor
YMCA
06.2019 - 02.2020
Team Member
Arby's
06.2018 - 06.2019
Dining Room Attendant
Punta Cana
06.2014 - 02.2020
East Mecklenburg High School
High School Diploma
Central Piedmont Comm. College
Dental Hygiene Program from Spring 2020