Shannon Dillman
Summary
Proven track record in enhancing customer satisfaction and loyalty, notably at Chariot Auto Group, by leveraging exceptional communication skills and technical knowledge. Achieved high customer service standards, surpassing targets through effective problem-solving and meticulous service estimates. Demonstrated strong work ethic and team collaboration, contributing to streamlined operations and improved service delivery.
Overview
32
32
years of professional experience
Work History
Service Advisor
Chariot Auto Group
Kokomo, IN
08.2006 - Current
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
Insurance Agent
Hill Insurance Inc
Kokomo, IN
06.1994 - 05.2006
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Collaborated with underwriters to assess risk and determine appropriate coverage options for clients.
Insurance Specialist
Continental American Insurance Company
Indianapolis, IN
01.1992 - 05.1994
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Followed up on denials, late payments, extensions and other special circumstances.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Communicated effectively with members of operations, finance, and clinical departments.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Acted as subject matter expert, answering internal and external questions and inquiries.
Education
Business Law
Ivy Tech Community College of Indiana
Kokomo, IN2023
High School Diploma -
Kokomo High School
Kokomo, IN1991
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Listening Skills
- Attention to Detail
- Excellent Communication
- Service Estimates
- Service Recommendations
- Team player mentality
- Technical knowledge
Timeline
Service Advisor
Chariot Auto Group
08.2006 - Current
Insurance Agent
Hill Insurance Inc
06.1994 - 05.2006
Insurance Specialist
Continental American Insurance Company
01.1992 - 05.1994
Business Law
Ivy Tech Community College of Indiana
High School Diploma -
Kokomo High School