Sandra Torres
Anahuac,TX
Summary
Proven leader in automotive and retail management, excelling in customer relationship management and multitasking from roles at Bravo Nissan and Bates Collision Center. Demonstrated excellence in communication and a strong work ethic, achieving Tier 1 CSI for three years and significantly enhancing customer retention. Skilled in streamlining operations to maximize efficiency and team productivity.
Overview
9
9
years of professional experience
Work History
Service Advisor
Bravo Nissan
Baytown , TX
01.2022 - Current
- Prepared invoices for services rendered and collected payments from customers.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Verified repairs, communicated effectively with customers, and warranty companies to ensure claims were handled in a timely and efficient manner.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Updated customers on a daily basis to ensure they were aware of the status of their vehicle throughout the repair process.
- Focused on KPI, customer service scores, and retention on a daily basis.
- Maintained a CSI of Tier 1 for three consecutive years.
- Assisted the manger with managing the workflow for the express team helping in an effort to reduce extensive wait times.
- Training all new main shop service writers, helping to develop successful advisors.
Production Manager
Bates Collision Center
Channelview , TX
02.2020 - 04.2022
- Managed all day-to-day operations
- Created estimates (blueprinting) for vehicle repairs
- Worked hand in hand with the insurance companies to get the estimates approved in a timely manner.
- Worked daily with all technicians to ensure that the quality of work delivered was exceptional, and promised times were being met.
- Responsible for managing employees, training, and development.
- Focused on creating an environment where everyone is accountable.
- Responsible for updating customer's on a daily basis.
- Supervised production schedules, production quality and on-time delivery.
- Coached and mentored employees to develop and enhance career skills.
- Ensured that all safety policies and regulations were followed in accordance with company standards.
- Improved efficiency by minimizing downtime.
- Monitored staff training and output to meet compliance, productivity and revenue goals.
Shop Manager
Phillips Automotive
Houston, TX
03.2018 - 01.2020
- Delegated work to staff, setting priorities and goals.
- Answered incoming questions via phone and email discussing advertised pricing and inventory.
- Managed all day-to-day operations
- Wrote estimates for customers, ordered parts, and managed the repair order process.
- Managed the office staff, as well as technicians.
- Provided backup to the State Inspector by obtaining my license to help with heavy traffic.
- I ordered all parts for the repairs that were sold, and ensured they were dispatched accordingly.
- Maintained all fleet company contracts, as well as obtained new ones by presenting packages that fit their company needs.
- Kept the online advertisement up to date with current specials and offers.
- Provided exceptional customer service to ensure customer retention.
- Managed daily workflow and appointments to maximize the sales and efficiency
Store Manager
99 Cents Only
Houston , TX
01.2016 - 01.2020
- Monitored inventory levels and placed orders to restock shelves.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Managed daily banking activities such as deposits and withdrawals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored employee performance and identified performance gaps for corrective action.
- Managed 60 direct reports, including 4 salaried members of management.
- Performed all yearly evaluations for each employee.
- Hired, trained and developed staff.
- Managed all day-to-day operations.
- Provided an environment where the open-door policy existed, the team was held accountable for their actions, and everyone was a part of a team.
Education
High School Diploma -
Cy Fair High School
Cypress, TX06-1996
Skills
- Excellent communication
- Strong work ethic
- Customer retention
- Customer relationship management
- Multitasking and organization
- Service scheduling
- Repairs scheduling
Timeline
Service Advisor
Bravo Nissan
01.2022 - Current
Production Manager
Bates Collision Center
02.2020 - 04.2022
Shop Manager
Phillips Automotive
03.2018 - 01.2020
Store Manager
99 Cents Only
01.2016 - 01.2020
High School Diploma -
Cy Fair High School