Shannon Sousa
Stockton,CA
Summary
Dedicated to driving service quality and retention, I leveraged analytics at Dirito Brothers Walnut Creek Volkswagen to enhance productivity and profitability. Skilled in empathetic customer engagement and multitasking, my leadership significantly boosted employee morale and customer loyalty. My strategic planning and communication skills ensured departmental excellence and compliance.
Overview
20
20
years of professional experience
Work History
Parts and Service Director
Dirito Brothers Walnut Creek Volkswagen
Walnut Creek, CA
07.2020 - Current
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Automotive Service Advisor
Dirito Brothers Walnut Creek Volkswagen
Walnut Creek, CA
06.2014 - Current
- Documented problems and corrective actions to maintain records.
- Suggested additional services to customers in order to meet recommendation goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Explained estimates and determined repair timelines to manage customer expectations.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Coordinated with parts department to determine availability of necessary components.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Automotive Service Advisor
Premier Nissan And Kia Fremont
Fremont, CA
05.2012 - 06.2014
- Kia Service Advisor for three Technicians in the Kia building, while dispatching as well.
- Documented problems and corrective actions to maintain records.
- Suggested additional services to customers in order to meet recommendation goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Explained estimates and determined repair timelines to manage customer expectations.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Coordinated with parts department to determine availability of necessary components.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Automotive Service Advisor
Dirito Brothers Walnut Creek Volkswagen
Walnut Creek, CA
09.2004 - 05.2012
- Documented problems and corrective actions to maintain records.
- Suggested additional services to customers in order to meet recommendation goals.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Explained estimates and determined repair timelines to manage customer expectations.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Coordinated with parts department to determine availability of necessary components.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Education
Liberal Studies
Cal State Monterey Bay
Monterey, CA High School Diploma -
College Park High School
Pleasant Hill, CA06.2019
Skills
- Service Planning
- Solving department Issues
- Service Retention
- Service Quality
- Empathy for Customers
- Multitasker
- Prompt Responses to Corporate and Employees
- Great Communicator
- Reliable
Timeline
Parts and Service Director
Dirito Brothers Walnut Creek Volkswagen
07.2020 - Current
Automotive Service Advisor
Dirito Brothers Walnut Creek Volkswagen
06.2014 - Current
Automotive Service Advisor
Premier Nissan And Kia Fremont
05.2012 - 06.2014
Automotive Service Advisor
Dirito Brothers Walnut Creek Volkswagen
09.2004 - 05.2012
Liberal Studies
Cal State Monterey Bay
High School Diploma -
College Park High School