Sharon Norman
Jacksonville
Summary
Successful service consultant with 20+ years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handling difficult situations through resourcefulness and adaptability.
Overview
34
34
years of professional experience
Work History
Internal Advisor/Dispatcher Coordinator
Key Auto Company
Jacksonville
07.2022 - 08.2025
- Processed orders from customers accurately in a timely fashion.
- Worked closely with lead technicians to handle scheduling, follow ups and recalls.
- Received or prepared work orders.
- Oversaw communications within assigned territories.
Service Advisor
Westside Hyundai
Jacksonville
03.2019 - 07.2020
- Assisted customers with service inquiries and appointment scheduling.
- Provided detailed explanations of vehicle maintenance and repair services.
- Coordinated service workflow between technicians and customers effectively.
- Recommended service packages based on customer needs and vehicle condition.
- Managed customer follow-ups to ensure satisfaction with service received.
- Handled warranty claims and processed related documentation accurately.
- Maintained organized records of customer interactions and service history.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Prepared invoices for services rendered and collected payments from customers.
- Greeted customers and addressed their needs in a professional manner.
Service Advisor
Jenkins Hyundai
Jacksonville
12.2018 - 12.2019
- Handled customer issues with confidence, knowing I was handling it with fairness for all parties involved
- Pleasantly greeted customers and asked open-ended questions to better determine needs
- Answered customer questions about services and provided detailed explanations regarding service charges
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction well within the factory standards for CSI
- Maintained up-to-date knowledge of product and service changes
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Customer Service Consultant
Key Hyundai
Jacksonville
01.2012 - 11.2018
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Responded to customer requests for products, services and company information
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Educated customers about billing, payment processing and support policies and procedures
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Service Consultant
Kia
Orange Park
10.2010 - 12.2011
- Discussed options with clients and determined appropriate plans
- Wrote service orders and updated schedules
- Documented changes to customer accounts, including payment details and personal information
- Handled 20-30 inbound calls per shift to provide callers with product and service information and generate quotes
Service Advisor
Saturn Of Greater Little Rock
North Little Rock
06.2000 - 12.2009
- Answered customer questions about services and provided detailed explanations regarding service charges
- Handled customer issues with confidence
- Pleasantly greeted customers and asked open-ended questions to better determine needs
- Suggested add-on services that would be helpful to customers and improve bottom line
- Escalated incidents to next level to remain compliant with company's standards and procedures
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
Office Assistant
North Little Rock Physical Therapy
North Little Rock
09.1999 - 07.2000
- Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members
- Kept business, customer and financial records current and accurate to stay on top of changing information and avoid lost data
- Processed payments and documented account changes for financial accuracy and transparency
- Delivered expert clerical support to internal staff and management by efficiently handling wide range of routine and special requirements
- Maintained clean reception area to promote positive, professional environment for all stakeholders
- Managed office operations while scheduling appointments for multiple department managers
Physical Therapy Technician
PTCC
Little Rock
06.1991 - 08.1999
- Cleaned and maintained office equipment
- Inventoried supplies and ordered more for office and patient rooms
- Prepared patients to meet with physical therapists
- Assisted with reception duties like scheduling patients and completing follow up calls
- Answered questions from patients via email, phone and in person
- Scheduled patient appointments in timely manner to ensure quality care
- Communicated with physicians to provide updates on patient care
- Followed all HIPAA rules and regulations regarding patient confidentiality
- Certified that equipment and supplies were properly maintained for quality patient care and safety
Education
Paralegal Studies
Southern Technical College
Little RockHigh School Diploma -
De Valls Bluff High School
De Valls Bluff, ARSkills
- Knowledgeable in CDK, ERA IGNITE, also used Elead and X time for scheduling appointments
- P>Sale expertise
- P>Data entry
- P>Payment processing
- P>Computer proficient
- P>Professional telephone demeanor
- P>Money handling abilities
- P>Multi-line phone talent
- P>Credit card processing
Education
Some College (No Degree)
Personal Information
Title: Service Consultant
Timeline
Internal Advisor/Dispatcher Coordinator
Key Auto Company
07.2022 - 08.2025
Service Advisor
Westside Hyundai
03.2019 - 07.2020
Service Advisor
Jenkins Hyundai
12.2018 - 12.2019
Customer Service Consultant
Key Hyundai
01.2012 - 11.2018
Service Consultant
Kia
10.2010 - 12.2011
Service Advisor
Saturn Of Greater Little Rock
06.2000 - 12.2009
Office Assistant
North Little Rock Physical Therapy
09.1999 - 07.2000
Physical Therapy Technician
PTCC
06.1991 - 08.1999
Paralegal Studies
Southern Technical College
High School Diploma -
De Valls Bluff High School
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