Steven Lillie
11008 Claremont Ave NE, Albuquerque,New Mexico
Summary
Reliable customer service and patient care specialist with an extensive track record in demanding sales and patient management environments. Strong communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Advisor
Chalmers Ford - QuickLane
Rio Rancho, NM
10.2023 - 03.2024
- Greeted customers and checked them in via DMS.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Scheduled reservations for maintenance and repairs.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Prepared invoices for services rendered and collected payments from customers.
- Developed strong relationships with customers by providing exceptional customer service.
- Explained and sold additional services to customers when appropriate.
- Promptly responded to customer inquiries via phone, email or in person.
- Participated in continuing education per Ford recommendations.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Followed up with existing customers regarding past services performed on their vehicles.
- Handled telephone inquiries regarding appointments and work in process.
Service Advisor
Capitol Ford
Santa Fe, NM
04.2022 - 10.2023
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Prepared invoices for services rendered and collected payments from customers.
- Ensured that all customer inquiries were handled promptly and accurately.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Developed strong relationships with customers by providing exceptional customer service.
- Upsold additional products or services when appropriate.
- Promptly responded to customer inquiries via phone, email or in person.
- Participated in ongoing training activities related to automotive technology advancements.
- Handled telephone inquiries regarding appointments and work in process.
Paraoptometric Technician
Sandia Vision Clinic
Albuquerque, NM
03.2010 - 04.2022
- Assisted optometrist in providing patient care and collecting data during examinations.
- Conducted preliminary testing on patients such as measuring visual acuity, refraction, intraocular pressure, and color vision tests.
- Instructed patients on proper use of contact lenses and lens cleaning techniques.
- Cleaned and sterilized instruments used for eye examinations.
- Administered diagnostic drugs for glaucoma testing under direct supervision of an optometrist.
- Recorded patient medical history information into electronic health records system.
- Educated patients on how to properly care for their eyesight through proper nutrition and lifestyle habits.
- Created digital images of the eye using retinal cameras or slit lamps.
- Coordinated with outside laboratories regarding completion of special orders.
- Assisted with visual field testing, ocular photography, optical coherence tomography and pre-exam data collection.
- Analyzed chart in preparation of patient engagement to review diagnostic testing, photos and preventive measures needed.
- Maintained smooth patient flow throughout facility, promoting efficient overall operations.
Education
High School Diploma -
Eldorado High School
Albuquerque, NM05.2003
Some College (No Degree) - Linguistic Anthropology
University of New Mexico
Albuquerque, NMSkills
- Customer Service
- Customer Retention
- Documentation and Reporting
- Computer Skills
- Records Maintenance
- Excellent Communication
Certification
- Certified National Contact Lens Examiner
- Master Certified Ford Service Advisor
Timeline
Service Advisor
Chalmers Ford - QuickLane
10.2023 - 03.2024
Service Advisor
Capitol Ford
04.2022 - 10.2023
Paraoptometric Technician
Sandia Vision Clinic
03.2010 - 04.2022
High School Diploma -
Eldorado High School
Some College (No Degree) - Linguistic Anthropology
University of New Mexico