SONIA MENDOZA
LAKEWOOD,CA
Summary
Dynamic leader with over 20 years of experience in the auto industry with proven expertise in customer service management and inventory control, honed at Westminster Collision Works LLC and Lexus of Cerritos. Excelled in enhancing customer satisfaction and streamlining operations, achieving significant improvements in efficiency and sales. Skilled in employee motivation and proficient in industry-specific software, consistently exceeding performance targets.
Overview
18
18
years of professional experience
1
1
Certification
Work History
SHOP MANAGER
WESTMINSTER COLLISION WORKS LLC
07.2023 - Current
- Maintained a clean, safe, and inviting store environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed inventory levels for optimal product availability, resulting in fewer stockouts and increased sales.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Increased customer satisfaction by implementing effective sales strategies and providing exceptional customer service.
- Resolved customer complaints professionally and promptly, maintaining a positive brand image and enhancing customer loyalty.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Established strong vendor relationships for timely delivery of products and seamless order processing, ensuring customer satisfaction.
- Managed inventory levels, ensuring optimal stock at all times for customer needs.
- Oversaw daily operations, ensuring store met its performance and sales goals.
- Orchestrated redesign of shop layout, improving foot traffic and sales.
- Improved team morale and productivity through regular feedback and recognition programs.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
SERVICE ADVISOR/Assistant Service Center Manager
LEXUS OF CERRITOS
12.2006 - 05.2023
- Provided exceptional customer service, leading to an increase in repeat business and referrals.
- Stayed current on manufacturer updates and recalls, enabling prompt communication with affected customers for necessary actions.
- Assisted in creating marketing materials for the service department''s special promotions, attracting new clients while retaining existing ones.
- Handled warranty claims for customers, resulting in efficient resolution of vehicle issues.
- Maintained organized records of customer interactions, contributing to improved customer relationship management.
- Facilitated smooth transactions by accurately preparing invoices and explaining charges to customers upon pick-up of their vehicles.
- Enhanced customer satisfaction by promptly addressing service issues and providing solutions.
- Assisted in increasing service department efficiency by streamlining appointment scheduling processes.
- Supported the service team in achieving monthly sales goals by identifying upselling opportunities and actively promoting available services to customers.
- Supported service advisors in managing customer inquiries, ensuring timely and accurate responses.
- Aided customers with loaner car arrangements, enhancing their overall experience during vehicle servicing periods.
- Tracked repair order progress, expediting completion times and improving shop throughput rates.
- Performed quality checks on completed vehicles prior to delivery, ensuring high standards were met consistently.
- Participated in ongoing training programs to stay knowledgeable about industry trends and best practices for optimal job performance.
- Coordinated effectively with technicians to ensure timely completion of repairs and maintenance services.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Developed and maintained relationships with community organizations and agencies.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Developed and maintained accurate records of programs and services.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Optimized workflows by identifying bottlenecks in existing processes, then implementing improvements as needed.
Education
No Degree - GENERAL ED
LONG BEACH CITY COLLEGE
LONG BEAC,CANo Degree - REAL ESTATE
SAN FRANCISCO CITY COLLEGE
SAN FRANCISCO, CANo Degree - COMPOSITE MANUFACTURING
Cerritos College
NORWALK,CAHigh School Diploma -
MILLIKAN HIGH SCHOOL
Long Beach, CA06-1996
Skills
- Customer service
- Employee management
- Health and safety
- Invoicing
- Employee motivation
- Employee scheduling
- Customer engagement
- Task delegation
- Store operations
- Policy enforcement
- Staff recruitment
- Decision-making
- Inventory management
- Payroll administration and timekeeping
- Proficient in [software]
- Process improvements
- Customer service management
Certification
LEXUS SENIOR CERTIFIED FROM 2010-2023
Languages
Spanish
Professional Working
Interests
- I enjoy helping others and giving back to the community
- I like working with my hands and fixing things
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- I enjoy cooking for friends and family gatherings
- Hiking
Timeline
SHOP MANAGER
WESTMINSTER COLLISION WORKS LLC
07.2023 - Current
SERVICE ADVISOR/Assistant Service Center Manager
LEXUS OF CERRITOS
12.2006 - 05.2023
No Degree - GENERAL ED
LONG BEACH CITY COLLEGE
No Degree - REAL ESTATE
SAN FRANCISCO CITY COLLEGE
No Degree - COMPOSITE MANUFACTURING
Cerritos College
High School Diploma -
MILLIKAN HIGH SCHOOL
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