Ryan Thay
Baldwin Park,CA
Summary
Objective: To utilize my management and customer service skills to be a problem solver, team leader and manager. To motivate and assist in growing the team around me.
Overview
19
19
years of professional experience
Work History
Service Advisor
Repairsmith/AutoNation Mobile Service
11.2020 - Current
- Remote customer support with appointment booking
- Communication and Conflict Resolution
- Collaborated with parts team and dispatch to ensure timely delivery of appointments to our clients
- Efficiently working with internal team members from other departments to ensure smooth workflow
- Support techs in the field using AllData and Prodemand to research repair procedures, parts and correct labor times.
- Always take initiative first and foremost when help is needed from team members and upper management
- Create work orders for both customer pay and warranty services.
- Ensured fleet claims are properly submitted and information reflects accurately on repair orders.
Service Advisor
BMW of Monrovia
12.2017 - 01.2020
- Implement & maintain a safe workshop environment for employees
- Provided a consultative selling process to assist customer in planning for an on-going required maintenance on their vehicle
- Created repair orders using the Reynolds & Reynolds/ADP CDK system with full transparency including cost and time estimates
- Communicated frequently with technicians, parts and other associates to ensure timely completion of work to provide an exceptional customer service experience to maintain loyalty & CSI Scores
- Followed all company safety policies, procedures & maintained company training standards
- Interpreted warranty information and policies to customers as needed
- Worked with customer’s existing warranty companies to facilitate repairs effectively and efficiently
- Ensured proper delivery when customers vehicles are complete to ensure customer is aware of what repairs have been completed
Automotive Service Manager
Sears Holdings Corporation
10.2008 - 07.2017
- Implement & maintain a safe workshop environment for employees
- Increased sales across all channels through effective hiring, training and proper management approach
- Trained service advisors & technicians on proper suggestion techniques so customers can make the best informed decision on repairs for their vehicles
- Generated repair orders describing problems/root causes, cost, and labor estimates for services suggested
- Inspected completed vehicle to ensure detailed quality repairs have been performed
- Resolved troubleshooting issues (technical/mechanical) on a daily basis while managing customer demands
- Built repeat business & customer loyalty by educating and problem-solving with customer on technical issues & vehicle operations
- Monitored & Tracked daily/quarterly sales revenues to determine profits for future changes
- Maintained an average growth of 16% to 23% monthly in sales growth by maximizing revenue through promotional campaigns in-house and social media
- Ensured shop facility conforms with OSHA Standards & Policies
- Performed & maintained monthly evaluations on employee performance & standards
Tax Research Specialist
ADP (Automatic Data Processing)
01.2006 - 03.2008
- Researched tax/payroll documents for our clients in the east coast region
- Provides assistance related to original or amended tax filings
- Monitors established turnaround guidelines
- Responsible for processing Federal/State/Local/Territory tax agency remittances valued annually at $180 billion dollars
- Responsible for ensuring compliance and accuracy related to 2K agencies and their specific requirements
- On a daily basis, directly responsible for accessing and securing confidential client and/or employee level information on all remittances
- This includes, but is not limited to, Federal/State/Local/Territory identification numbers, social security numbers, wage and tax information, etc
- Resolved client issue regarding payroll and tax information
- Researched client, Agency and Payroll region inquiries
- Provided support to all ADP business segments (SBS, Major Accounts, National Accounts, Tax Service)
- Daily use of Microsoft Office programs including Microsoft Word, Excel & Outlook
Education
Undergrad - Business Economics
Cal State University Northridge
Skills
- Vehicle assessment
- Bill preparation
- Sales expertise
- Data processing
- Cost estimation
- CRM software
- Multitasking and organization
- Team collaboration
- Service scheduling
- Workflow management
- Warranty claims process management
- Strong work ethic
Timeline
Service Advisor
Repairsmith/AutoNation Mobile Service
11.2020 - Current
Service Advisor
BMW of Monrovia
12.2017 - 01.2020
Automotive Service Manager
Sears Holdings Corporation
10.2008 - 07.2017
Tax Research Specialist
ADP (Automatic Data Processing)
01.2006 - 03.2008
Undergrad - Business Economics
Cal State University Northridge
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