Shina C. Franklin
Atlanta,GA
Summary
Cultivated high-performing automotive operations with over 20 years of progressive experience in luxury and high-volume dealerships.
Overview
26
26
years of professional experience
Work History
VIP Service Advisor
Audi Marietta
Marietta Ga
01.2023 - Current
- Generate ~$1.6M annually in service revenue
- Serve as a lead advisor supporting team performance and service lane flow
- Assist management with customer escalations and VIP client concerns
- Coordinate between advisors, technicians, and parts to improve efficiency
- Maintain top-tier CSI through proactive communication and issue resolution
Senior Service Advisor
Ed Voyles CDJR
01.2021 - 01.2023
- Managed high-volume service lane operations and daily workflow
- Mentored and trained newer advisors on sales and customer handling
- Resolved complex service issues and maintained strong customer satisfaction
- Contributed to department revenue growth through strategic recommendations
Service Advisor
Global Imports BMW
01.2017 - 01.2021
- Consistently generated $1M+ annually in service sales
- Recognized as a top-performing advisor contributing to department success
- Supported team members in improving service recommendations and communication
- Maintained high CSI and long-term client relationships
Fleet Service Advisor
Chevrolet of Union City
01.2015 - 01.2017
- Managed multiple fleet accounts including Sears and commercial clients
- Oversaw scheduling, turnaround time, and service profitability
- Built and maintained strong relationships with corporate clients
- Balanced volume, efficiency, and revenue across fleet operations
Service Advisor
Lexus of South Atlanta
01.2006 - 01.2015
- First advisor to achieve a $100K month in service sales
- Generated over $1M annually in service revenue
- Earned multiple awards for sales performance and CSI excellence
- Built a strong, loyal customer base and exceeded performance goals
Internal Service Advisor
Nalley Lexus Roswell
01.2003 - 01.2006
- Managed vehicle reconditioning operations for used inventory
- Coordinated between service and sales departments to meet timelines
- Ensured vehicles met dealership quality standards
Service Assistant / Cashier (Promoted)
Hennessy Lexus Gwinnett
01.2000 - 01.2003
- Promoted based on performance and reliability
- Supported service operations and assisted customers
- Delivered vehicles to VIP clients ensuring high satisfaction
Education
Associate of Applied Science - Criminal Justice
Florida Memorial College
Miami Florida Skills
Assisted customers with inquiries to enhance satisfaction Helped resolve product-related issues Supported communication between customers and service teams
Leveraged advanced computer skills to enhance operational workflows
Assisted teams in completing tasks efficiently Organized schedules and resources to support team objectives Coordinated activities to enhance workflow and productivity
Conducted comprehensive vehicle assessments to ensure adherence to safety and compliance standards
Demonstrated unwavering commitment to maintaining exceptional quality across all assignments
Enhanced team communication and collaboration through active listening skills
Demonstrated meticulous attention to detail in task execution and project management
Demonstrated exceptional communication skills to foster collaboration among team members
Customer service
CORE COMPETENCIES
- Service Department Operations
- Revenue Growth & Profitability
- Team Leadership & Mentorship
- CSI & Customer Retention
- Service Lane Workflow Management
- Escalation & Conflict Resolution
- Fleet & Commercial Account Management
- CDK & Reynolds & Reynolds Systems
LEADERSHIP HIGHLIGHTS
- Acted as go-to advisor for escalated customer issues
- Mentored and supported team members to improve performance
- Maintained efficient service lane operations during high-volume periods
- Contributed to department revenue growth across multiple dealerships
Timeline
VIP Service Advisor
Audi Marietta
01.2023 - Current
Senior Service Advisor
Ed Voyles CDJR
01.2021 - 01.2023
Service Advisor
Global Imports BMW
01.2017 - 01.2021
Fleet Service Advisor
Chevrolet of Union City
01.2015 - 01.2017
Service Advisor
Lexus of South Atlanta
01.2006 - 01.2015
Internal Service Advisor
Nalley Lexus Roswell
01.2003 - 01.2006
Service Assistant / Cashier (Promoted)
Hennessy Lexus Gwinnett
01.2000 - 01.2003
Associate of Applied Science - Criminal Justice
Florida Memorial College