Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

SCOTT BLAKELY

Las Vegas,NV

Summary

Hardworking and reliable automotive service advisor with strong ability in service and tires. Offering excellent sales and phone skills. Highly organized, proactive and punctual with team-oriented mentality. Skilled service advisor that demonstrates abilities in troubleshooting and fixing problems within all vehicle systems. Adept at working quickly and accurately to repair, replace or refurbish components. Proficient in maintaining records, updating logs and training employees. Seasoned Automotive Service Advisor committed to working as part of strong team to test, maintain and repair customer cars, trucks, vans and SUVs. Familiar with technical manuals and other documentation. Focused on maximizing customer service through good time management and decision-making abilities. Have had general management training through the military as a US Navy veteran.

Overview

18
18
years of professional experience

Work History

Automotive Service Advisor

TED WIENS TIRE AND AUTO
Las Vegas, NV
08.2009 - 01.2024
  • Maintained accurate records of customer transactions in the dealership database.
  • Planned work procedures using charts, technical manuals and experience.
  • Scheduled appointments for vehicle service and repairs as requested by customers.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Examined records and papers to verify warranty and service contract coverage.
  • Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
  • Greeted customers, identified their needs and provided advice on automotive services.
  • Completed standard inspections to assess wear and damage to vehicles.
  • Resolved customer complaints promptly in a professional manner while adhering to company policies.
  • Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
  • Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
  • Collaborated closely with colleagues across departments such as sales, finance and accounting.
  • Adhered to all applicable laws, regulations and standards related to automotive servicing operations.
  • Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
  • Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
  • Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
  • Utilized in-house systems and software to drive customer interaction and communication through service process.
  • Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
  • Reviewed work orders and discussed with supervisors.
  • Trained and guided employees on correct methods for performing different repairs and maintenance services.
  • Estimated costs of vehicle repair.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Handled telephone inquiries regarding appointments and work in process.
  • Used knowledge of services to recommend additional products and offerings to customers.
  • Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
  • Educated customers about preventative maintenance programs available at the dealership.
  • Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
  • Recommended additional, useful services to customers to increase overall sales.
  • Ensured that all safety regulations were strictly followed during automotive servicing activities.
  • Provided estimates of repair costs to customers and discussed options with them.
  • Processed customer payments for parts and labor charges using a point-of-sale system.
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Researched coverages under warranties and determined requirements for coverage.
  • Monitored work progress to ensure timely completion of services within specified timeframes.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Followed up with customers after service visits to confirm satisfaction with completed work.
  • Upsold additional products such as extended warranties, oil changes, tire rotations.
  • Assisted in maintaining cleanliness of the shop area including organizing tools and equipment.
  • Answered phone calls and responded to questions and concerns.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Understood and followed oral and written directions.
  • Recognized by management for providing exceptional customer service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked with cross-functional teams to achieve goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained updated knowledge through continuing education and advanced training.
  • Answered approximately 20 calls per shift to assist with customer questions and concerns.

Automotive Service Advisor

TIREWORKS
Las Vegas, NV
08.2008 - 08.2009
  • Maintained accurate records of customer transactions in the dealership database.
  • Planned work procedures using charts, technical manuals and experience.
  • Scheduled appointments for vehicle service and repairs as requested by customers.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Examined records and papers to verify warranty and service contract coverage.
  • Greeted customers, identified their needs and provided advice on automotive services.
  • Resolved customer complaints promptly in a professional manner while adhering to company policies.
  • Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
  • Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
  • Collaborated closely with colleagues across departments such as sales, finance and accounting.
  • Adhered to all applicable laws, regulations and standards related to automotive servicing operations.
  • Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
  • Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
  • Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
  • Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
  • Reviewed work orders and discussed with supervisors.
  • Trained and guided employees on correct methods for performing different repairs and maintenance services.
  • Estimated costs of vehicle repair.
  • Handled telephone inquiries regarding appointments and work in process.
  • Used knowledge of services to recommend additional products and offerings to customers.
  • Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
  • Educated customers about preventative maintenance programs available at the dealership.
  • Recommended additional, useful services to customers to increase overall sales.
  • Conducted test drives before and after repair services.
  • Provided estimates of repair costs to customers and discussed options with them.
  • Processed customer payments for parts and labor charges using a point-of-sale system.
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Monitored work progress to ensure timely completion of services within specified timeframes.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Followed up with customers after service visits to confirm satisfaction with completed work.
  • Upsold additional products such as extended warranties, oil changes, tire rotations.
  • Assisted in maintaining cleanliness of the shop area including organizing tools and equipment.
  • Answered phone calls and responded to questions and concerns.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Understood and followed oral and written directions.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered 10 calls per shift to assist with customer questions and concerns.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customers promptly and efficiently.
  • Completed day-to-day duties accurately and efficiently.
  • Ensured that all safety regulations were strictly followed during automotive servicing activities.

Customer Service Advisor

Firestone Complete Auto Care, BRO
Long Beach, CA
08.2005 - 08.2008
  • Provided customer service by responding to inquiries and resolving problems in a timely manner.
  • Assisted customers with product selection, order placement, billing questions, and returns.
  • Identified customer needs and offered solutions to enhance the customer experience.
  • Developed relationships with customers through proactive follow-up on orders.
  • Collaborated with other departments to ensure quality service delivery for customers.
  • Maintained detailed records of customer interactions, transactions, comments, and complaints.
  • Reviewed current processes and procedures for accuracy and efficiency improvements.
  • Performed administrative tasks such as data entry into internal systems.
  • Executed daily operations including answering phones and assisting walk-in customers.
  • Cross-sold products or services based on customer needs assessment.
  • Researched account information when necessary to resolve customer issues quickly.
  • Educated customers on product features and benefits to support sales efforts.
  • Processed payments accurately according to company policies and procedures.
  • Ensured compliance with all applicable laws regarding consumer protection.
  • Participated in regular training sessions to stay abreast of new products and services.
  • Provided feedback from customers to management team for further review.
  • Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
  • Consulted with customers regarding needs and addressed concerns.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Maximized revenue by proactively building and managing key customer relationships.
  • Processed payments for new orders and replacement parts to meet customer needs.
  • Supervised and motivated customer service teams to maximize business performance.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.

Education

High School Diploma -

Menchville High School
Newport News, VA
06-1987

Some College (No Degree) - Business Management

DEVRY INSTITUTE OF TECHNOLOGY
Long Beach, CA

Skills

  • Team Management
  • Friendly, Positive Attitude
  • Excellent Communication
  • Interpersonal Communication
  • Customer Relations
  • Relationship Building
  • Leadership
  • Flexible and Adaptable
  • Analytical Thinking
  • Problem Resolution
  • Social Perceptiveness
  • Attention to Detail

Accomplishments

Have received many sales/service awards throughout my career. Awarded Million Dollar sales club awards six years in a row with most recent employer. Throughout my career have completed several different training programs for customer service, product knowledge, phone skills, sales skills, and customer satisfaction skills. Am an extremely motivated team player.

References

References available upon request.

Timeline

Automotive Service Advisor

TED WIENS TIRE AND AUTO
08.2009 - 01.2024

Automotive Service Advisor

TIREWORKS
08.2008 - 08.2009

Customer Service Advisor

Firestone Complete Auto Care, BRO
08.2005 - 08.2008

High School Diploma -

Menchville High School

Some College (No Degree) - Business Management

DEVRY INSTITUTE OF TECHNOLOGY

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SCOTT BLAKELY