ROXANA S. PLASENCIA AGUERO

· Greet customers, listen to their service needs, and provide clear explanations of repair processes. Create detailed work orders, documenting customer concerns and service requests. Coordinate service appointments, allocate resources and manage the service queue.

· Checks and enters the time clock cards and the daily job card labor hours and tech comments into the appropriate work orders daily and reconcile them.

· Creates, modifies and reviews work orders and estimates.

· Sends, receives and files new customer agreements and any other related documents to keep Customer’s files updated.

· Coordinate and process all subcontractors invoices as needed by the company.

· Schedule, coordinate, and supervise service orders with technicians, from customer drop off to customer pick up. Keep detailed, accurate records on service work, warranties, internal billing, etc.

· Ensure that work orders are cashiered in an accurate and timely manner.

· Manage the Hurricane Plan: from the Purchase of the Plan to the Execution of the Agreement.

. Create Purchase orders, order parts as needed, post them on work orders.

· Interact with customers, listen to their questions and concerns and provide timely responses.

· Manage complaints, returns and resolve customer grievances.

· Oversee day-to-day service operations including scheduling and distribution of work for service advisors, technicians, and yard team, utilizing our service scheduler and other tools as required to generate and manage work orders.

· Demonstrate the proper ways to handle customers and hold the team accountable to building customer loyalty and profitability.

· Track results of shop productivity and individual workers' productivity including but not limited to hours billed, efficiency, hours per repair orders, upsell, parts efficiency, etc...

· Be aware of shop capacity and open work order status.

· Maintains a professional and positive attitude.

• Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
• Streamlined office operations by implementing efficient filing systems and organizational strategies.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.