TERRANCE WILLIAMS
Homestead,FL
Summary
Service Representative with a positive passion for customer service and assistance. Dedicated individual in maintaining determination for business growth and development, learning is a main factor for me. Proven skill growth in rapport building. Highly driven to maintain company success and satisfaction from customers and corporate staff while exceeding high expectation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Advisor
South Motors Volkswagen
Palmetto, FL
07.2019 - Current
- Handled telephone inquiries regarding appointments and work in process.
- Answered phone calls and responded to questions and concerns regarding customer vehicles.
- Calculated materials, supplies, and labor costs to develop estimates and prepare service work orders.
- Examined records and papers to verify warranty and service contract coverage.
- Used knowledge of services to recommend additional products and offerings to customers.
- Performed extended warranty/Insurance claims for customers vehicles while working with the adjusters to identify coverage and damage loss.
- Researched coverages under warranty and determined requirements for coverage.
- Welcomed customers and answers all questions.
- Processed part orders for customers/contacted when arrived, provided appointment for installation.
- Set up loaner vehicles for customers in need of transportation
- Escorted customers to parts department regarding merchandise
- worked with technician to identify customer concerns regarding mechanical/electrical failures.
- Followed up with customers to build long-term relationships and successful referrals.
- Explained differences between models to clients, comparing and discussing capabilities and features.
- Greeted customers at arrival to build positive rapport/relationships and discuss vehicles.
- Responded to inquiries from potential customers via email and telephone.
- Performed quality control test drive/also with customer/technician.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Adhered to customer service standards to foster satisfaction and retention.
- Faxing
- Filing documents to extended warranty such as Route 66, Endurance, Uswc, Fidelity, TDI warranty /insurances such as Geico, Progessive, Kemper Infinity, Statefarm.
- Trained service department staff to drive performance.
- Motivated and supported employees to maintain low turnover.
- Created written estimates and obtained customer consent to proceed.
- Worked with online service repair order system {CDK} {MYKAARMA}
- Used app functions to record service records, send estimates, contacted customers
- Held meetings with service manager to find ways to improve myself and dealer performances in shop, sales, and parts dept/
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Participated in online classes for corporation.
- Certified Service Advisor as per Volkswagen of America.
- Analyzed business performance data and forecasted business results for upper management.
- Assigned work and monitored performance of project personnel.
- Supplied detailed tax exempt documentation needed from third party independent shops
- dropped off and picked up customers vehicles to and from third party dealers/body shops
- Opened Service repair orders for vehicle certification
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction survey ratings numbers, effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Reviewed files and records to obtain information and respond to requests.
- Managed, scheduled and coordinated office functions and activities for employees.
- Used judgment and initiative in handling confidential matters and requests.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Elevated customer satisfaction ratings by promptly resolving client and service vehicle issues.
- Interpreted and communicated work procedures and company policies to staff.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Described vehicle feature and explained use, operation and care.
- Cleaned cars both externally and internally by hand or with use of automated equipment.
- Inspected vehicle to verify pristine appearance for customer.
- Used cleaning, protective and restorative agents to maintain and enhance appearance of vehicles.
- Checked vehicles prior to service and immediately afterward to identify damages.
- Inspected parts, equipment or vehicles for cleanliness and damage.
- Drove vehicles to or from workshops or customer workplaces or homes.
- Supported parts department with deliveries and pickups.
- Inspected vehicles for stains and debris and returned clean and tidy vehicle to customer.
- Contributed to service ticket writing and tagging of customer vehicles.
- Demonstrated dedication and work ethic through consistent attendance and top-level performance.
- Drove vehicles to different areas of dealership to meet display standards.
- Moved and worked with vehicles to support sales activities.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Generated effective sales strategies and taught new employees company's procedures and policies.
- Promoted culture of customer focus, product knowledge and production solutions to build loyal customer base.
- Demonstrated high level of customer service by engaging clients and offering sales floor assistance.
- Identified key areas within store where merchandise displays needed to be fixed and items required restocking.
- Processed cash, credit and check transactions with POS system and cash register.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
- Recognized employee skill lags and closed gaps with enhanced training and personal mentoring.
Merchandise Manager
Party City Corporation
Hialeah, FL
10.2017 - 06.2019
- Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
- Maintained physical inventory of merchandise and implemented systems to monitor costs.
- Executed multiple projects simultaneously, coordinating and prioritizing tasks.
- Placed prices and descriptive signage to enhance displays and promote items.
- Tracked sales trends and recommended adjustments to maximize departmental profitability.
- Set direction for supervisory team and front-line staff to drive consistency of guest experience.
- Taught sales staff to properly coordinate clothing racks and counter displays to maximize promotional effectiveness.
- Developed pricing promotions and markdowns to meet sales and margin targets.
- Oversaw buying process by forecasting inventory demands and negotiating with suppliers.
- Collaborated with marketing team to develop and launch targeted strategies and initiatives.
- Evaluated and analyzed product performance to develop optimal improvement strategies.
- Liaised with corporate executives to budget and plan merchandise needs.
- Transformed consumer feedback and fashion trends into successful product assortments.
- Gathered and analyzed demographic data based on income, average age and sell-through statistics.
- Collaborated with finance departments to forecast and determine raw material costs.
- Increased sales percentage % through targeted merchandising plans and stocking of desirable inventory.
- Filing/faxing
- Reconciling tiles used for register
- Helped with hiring new staff/provided training and online courses
Office Assistant
City of Miami Police Department
Miami, FL
06.2017 - 08.2017
- Answered phone calls and welcomed visitors to office.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Greeted sworn and civilian to handle questions or direct to appropriate staff.
- Generated interview forms for for sworn officers and civilians.
- Maintained business records by updating staff information.
- Dispersed incoming mail to correct recipients throughout office.
- Conducted office inventory checks and requested restock of supplies.
- Monitored calendars and scheduled appointments based on availability and established load limits.
- Answered telephones, directed calls and took messages.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Copied, sorted and filed records of office activities and business transactions.
- Typed, formatted and edited correspondence and other documents.
- Completed work schedules, managed calendars and arranged appointments.
- Processed and prepared business or government forms and expense reports.
- Filing/faxing
Lawn and Garden Associate
Rippert Landscaping
Miami, FL
04.2014 - 01.2015
- Stocked merchandise on shelves, tables and a-frame hanging plant displays with goods.
- Assisted with visual display maintenance, sign pricing and information changes and organization of garden center equipment.
- Greeted customers to determine wants or needs.
- Cut grass, trimmed trees and bushes and blew clippings off pavement.
- Raked and removed leaves, blowing debris from sidewalk and parking areas.
- Used proper gear and safety behaviors to minimize injury risk.
- Removed brush, limbs and other debris from customers' property at end of jobs.
- Edged lawns and flowerbeds using gas-powered and rotary edging tools.
- Cut yards into patterned diagonals to match customers' requests.
- Kept supplies organized, equipment clean and vehicle professional through regular care.
- Followed safety procedures and protocols to minimize equipment mishaps.
- Cultivated positive relationships with homeowners to promote continued business.
- Secured mowers, trimmers and other equipment onto trailer to prevent damage.
- Created highly professional looks with detailed edging and trimming.
- Lifted and carried heavy items using dolly and other hauling equipment.
- Hauled or spread topsoil, gravel and mulch using wheelbarrows and rakes.
- Sprayed lawn with fertilizer and insecticides to reduce weeds and pests.
- Drove truck to deliver tools and equipment to work locations.
- Pruned shrubbery and trees, maintaining manicured appearance.
- Raked, mulched and composted leaves.
- Cared for lawns by mulching, aerating, weeding or grubbing.
Education
High School Diploma -
Miami Springs Senior High School
Miami Springs, FL06.2018
Some College (No Degree) - Veterinary Medicine (Pre-Veterinarian)
Miami Dade College
Miami, FLSkills
- Multitasking and Organization
- Data Processing
- Excellent Communication
- Handling Customer Complaints
- Attention to Detail
- Customer Service
- Team Collaboration
- Progress Reporting
- Estimating Accuracy
- Service Recommendations
- Listening Skills
- Documentation and Reporting
- Computer Skills
- Customer Retention Strategies
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Call Documentation
- Transaction Processing
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Verbal and Written Communication
Languages
English
Full Professional
Spanish
Limited
Accomplishments
- CERTIFIED SERVICE ADVISOR BY VOLKSWAGEN OF AMERICA
- Consistently maintained high customer satisfaction ratings.
- Corporate Survey acchievements
- Service advisor of the year awards.
Affiliations
- SKILLS DEVELOPEMENT PROGRAM COMPLETION
- CITY OF MIAMI COMMUNITY SERVICE PERSONEL UNIT COMPLETION
Certification
- Licensed American hearts association CPR/AED
- 5,000 ROLEMODEL ASSOCIATION
Timeline
Service Advisor
South Motors Volkswagen
07.2019 - Current
Merchandise Manager
Party City Corporation
10.2017 - 06.2019
Office Assistant
City of Miami Police Department
06.2017 - 08.2017
Lawn and Garden Associate
Rippert Landscaping
04.2014 - 01.2015
High School Diploma -
Miami Springs Senior High School
Some College (No Degree) - Veterinary Medicine (Pre-Veterinarian)
Miami Dade College
- Licensed American hearts association CPR/AED
- 5,000 ROLEMODEL ASSOCIATION
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