Stephanie Talbot
Cape Coral,FL
Summary
Automotive Service Professional with over 18 years of experience in managing and coordinating automotive repairs. Committed to delivering exceptional service by collaborating closely with teams and addressing challenges head-on. Demonstrates in-depth knowledge when guiding customers through repair proposals, providing accurate cost estimates, and ensuring the quality of repairs. Proficient at building strong customer relationships, ensuring satisfaction, and fostering loyalty through transparent communication and a thorough understanding of vehicle maintenance needs.
Overview
11
11
years of professional experience
Work History
Senior Service Advisor
Progressive Chevrolet
Massillon, OH
09.2024 - Current
- Reviewed brakes and assessed whether pads needed replacement, discs should be turned or other service requirements.
- Used diagnostics and troubleshooting tools to identify failures and equipment issues.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
Service Advisor
Morgan Auto Group
Fort Myers, Florida
08.2023 - 09.2024
- Consistently held a customer service index (CSI) rating above the regional average since starting at the dealership, showcasing a strong commitment to customer satisfaction.
- Maintained high customer satisfaction and effective labor rate metrics, consistently meeting or surpassing performance benchmarks.
- Surpassed company targets in Customer Warranty Internal (CWI) management, highlighting proficiency in handling warranty-related issues.
- Achieved labor rate performance above the company average, demonstrating efficiency and expertise in service management.
- Efficiently managed inventory for customer repairs, ensuring timely availability of necessary parts and materials.
- Played a vital role in business growth by building strong customer relationships and ensuring repeat business through exceptional service quality.
- Provided accurate repair cost estimates and maintained detailed records of all repairs, labor, and parts used.
- Assisted technicians by interpreting drawings and schematics, aiding in accurate diagnosis and repair of mechanical issues.
Lead Service Advisor
Nissan of Fort Myers
Fort Myers, FL
09.2021 - 08.2023
- Consulted with clients to outline service options and obtained permissions to proceed.
- Produced repair and installation orders, and seamlessly updated the master schedule with assignments.
- Maintained a stellar record in customer satisfaction index (CSI) and effective labor rate metrics, consistently surpassing the average and fellow top-performing advisors.
- Surpassed the company average in Customer Warranty Internal (CWI) by $50,434.45, highlighting effectiveness in warranty management internally and externally.
- Achieved an effective labor rate consistently above the company average, specifically outperforming by 10.4%.
- Attended conferences, vendor events, and workshops to network with potential new clients while continually growing rapport with existing clients.
- Efficiently replenished items running low in customer inventories by expediting new orders.
- Played a crucial role in business growth, ensuring a high level of customer satisfaction with service and quality.
- Built and managed fleet accounts from the ground up; set up custom service plans and made sure maintenance was always on time, keeping our fleet customers happy and coming back for more.
- Assessed damaged vehicles and provided accurate repair cost estimates before initiating service.
- Diligently maintained records of repairs, labor, and parts used.
- Ensured up-to-date certifications and completed specialized training on a range of equipment, systems, and components.
- Skillfully interpreted drawings and schematics to assist technicians in helping diagnose mechanical issues.
Lead Service Advisor
Porsche of Fort Myers
Fort Myers, FL
01.2019 - 09.2021
- Demonstrated expertise in various dealership software systems, ensuring efficient service and seamless customer interactions.
- Clearly communicated service costs to customers, answering their queries in-depth.
- Led and coordinated a diverse team, offering guidance and actionable feedback, fostering collaboration, and addressing departmental challenges.
- Efficiently organized and prioritized tasks to excede service objectives.
- Consistently delivered on multiple projects, emphasizing timely completion and high quality with minimal repeat repairs.
- Took the initiative to mentor and guide new advisors, streamlining their integration and ensuring they grasp daily operations efficiently.
- Enhanced customer experiences through attentive face-to-face and phone interactions resulting in high CSI ratings.
- Boosted customer satisfaction levels by devising creative solutions to challenges.
- Motivated team members, emphasizing information sharing to drive departmental progress.
- Garnered recognition from upper management for standout customer service and team development.
Service Advisor (Audi/Porsche)
Penske Automotive Group Inc.
Bedford, OH
01.2016 - 01.2019
- Followed detailed instructions on parts restoration or replacement, ensuring accuracy and adherence to specified time frames.
- Documented customer interactions meticulously, addressing inquiries, complaints, and feedback to maintain positive client relations.
- Actively ensured that effective solutions were implemented to resolve customer concerns.
- Managed and communicated service charges, facilitated deposits or payments, and coordinated streamlined billing processes.
- Collaborated with dealers to adjust claims, ensuring thorough examination of parts claimed as defective.
- Proactively initiated tests to diagnose and identify product malfunctions, enhancing repair accuracy.
- Leveraged dealership information systems expertise to complete repair orders efficiently and accurately.
- Prioritized customer relationships and satisfaction, utilizing communication and negotiation skills to safeguard revenue streams.
- Oversaw commercial fleet accounts, guaranteeing vehicles underwent maintenance and repairs as per manufacturer standards.
- Fostered and maintained strong relationships with individual and business customers, providing prompt assistance for encountered challenges.
- Diligently prepared regulatory and financial reports in compliance with laws, regulations, and organizational guidelines.
- Consistently achieved and exceeded revenue targets through proactive promotion of products and services.
Assistant Service Manager
Metro Toyota
Brook park, OH
05.2014 - 12.2015
- Skillfully navigated and resolved challenging customer situations, transforming potential setbacks into loyal clientele; emphasized the balance between customer satisfaction and dealership priorities to team members.
- Defined and executed departmental goals and deadlines, ensuring alignment with organizational objectives and best practices.
- Engaged with customers professionally, ensuring clear communication while addressing inquiries and grievances with a focus on satisfaction.
- Efficiently managed repair orders using CDK, upholding both dealership standards and customer expectations.
- Delivered accurate labor and parts estimates, streamlining billing processes and enhancing transparency.
- Oversaw the maintenance and repair of machinery and equipment, guaranteeing top-tier operational standards.
- Proposed and implemented service improvements, optimizing billing methods and product quality for increased efficiency.
- Prioritized a clean and organized work environment, reinforcing health and safety best practices.
- Administered service charges and collections, maintaining a transparent billing procedure.
- Advised customers on insurance policy terms, ensuring they were well-informed on their coverage details.
- Consistently outperformed revenue targets, ensuring ethical and customer-centric promotions and interactions.
- Directed scheduling and coordinated with dispatchers, vigilantly identifying and addressing potential vehicle repair needs.
Education
Bachelor of Science - Mechanical Engineering
EASTERN MICHIGAN UNIVERSITY
Ypsilanti 06.2014
Skills
Technical & Systems Proficiency:
- Proficient in dealer systems including Reynolds & Reynolds, ADP, Ignite, CDK, Wi-Advisor, Dealer Track, Auto Integrate fleet, and Wex
- Comprehensive knowledge of various point-of-sale systems
- Skilled in Microsoft Office Suite: Word, Excel, PowerPoint, and more
Service & Sales:
- Consistently delivers exceptional customer service within the service industry
- Proven track record in sales and marketing, including goal attainment, trade shows, and advertising strategies
- Specialized in building strong rapport and resolving conflicts, ensuring customer loyalty and retention
Leadership & Management:
- Demonstrated success leading diverse teams and achieving departmental goals
- Experienced in staffing, personnel development, and conducting annual performance evaluations
- Proven expertise in service industry operations, from service delivery to product design
Financial & Administrative:
- Competent in financial management, including budgeting, accounting, and reporting
- Strong aptitude for numbers, data entry, and ensuring accurate financial transactions
- Proven ability to process payments and handle financial transactions accurately
Technical & Product Knowledge:
- Solid understanding of machinery, mechanical engineering principles, and repairs
- Experienced in providing technical support and troubleshooting
Communication & Networking:
- Successfully established and maintained expansive professional networks
- Proficient with various conferencing tools and office communication platforms
Risk Management & Compliance:
- Dedicated experience in adhering to safety regulations and handling insurance-related concerns
- Knowledgeable in legal processes, documentation, and compliance with company policies
Logistics & Operations:
- Skilled in inventory management, materials handling, and efficient routing
- Competent in shipping, transportation, and trade show logistics
Timeline
Senior Service Advisor
Progressive Chevrolet
09.2024 - Current
Service Advisor
Morgan Auto Group
08.2023 - 09.2024
Lead Service Advisor
Nissan of Fort Myers
09.2021 - 08.2023
Lead Service Advisor
Porsche of Fort Myers
01.2019 - 09.2021
Service Advisor (Audi/Porsche)
Penske Automotive Group Inc.
01.2016 - 01.2019
Assistant Service Manager
Metro Toyota
05.2014 - 12.2015
Bachelor of Science - Mechanical Engineering
EASTERN MICHIGAN UNIVERSITY
Similar Profiles
PATRICK DONLEVYPATRICK DONLEVY
General Sales Manager at Premiere Chevrolet/ Chevrolet BessemerGeneral Sales Manager at Premiere Chevrolet/ Chevrolet Bessemer
James GoodpasterJames Goodpaster
Project Manager at Progressive Design Build, formerly Progressive BuildersProject Manager at Progressive Design Build, formerly Progressive Builders
Kelli TurnerKelli Turner
Accounts Receivable Clerk at H & H Chevrolet, Inc./Joe Maus Chevrolet, LLCAccounts Receivable Clerk at H & H Chevrolet, Inc./Joe Maus Chevrolet, LLC
Tyler SileoTyler Sileo
Dishwasher at Mellow MushroomDishwasher at Mellow Mushroom
Christopher RosadoChristopher Rosado
Finish Carpenter at SW Florida's Doors & Trim LLCFinish Carpenter at SW Florida's Doors & Trim LLC