TERRELL HORTON
Service Writer
Ashburn,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses that provides customized solutions to build loyalty with our customers.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
Service Advisor
Coleman Power Sports
Falls Church, VA
05.2023 - Current
- Documented problems and corrective actions to maintain records.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Developed estimates by costing materials, supplies, and labor.
- Developed process improvements to enhance overall delivery of service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Met customer call guidelines for service levels, handle time and productivity.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Service Writer
Safford Maserati Alfa Romeo Of Tysons Corner
Vienna , VA
09.2022 - 05.2023
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Provided 1 hour job status reports to promote quick and accurate service.
- Responded to customer calls and emails to answer questions about products and services.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Boosted service revenue [85]% by proactively promoting additional service options.
- Presented different repair options to customers to help each person make appropriate choices.
- Orchestrated efficient service schedules to meet need of [35]+ customers per day in fast-paced service environment.
- Logged work orders and change orders into Ignite database to track job status.
Servicer D
Washington, Transit Authority
Washington, DC
01.2006 - 09.2022
- Responsible for understanding operating manuals, wire diagrams, and technical drawings to perform various mechanical repairs
- Inspect, repair, and maintain WMATA vehicle and mechanical equipment and machinery to ensure proper operating conditions
- Dismantle and reassemble heavy equipment using hoists and various types of hand tools
- Operate and inspect machines or heavy equipment to diagnose defects
- Test mechanical products and equipment after repair or assembly to ensure proper performance to meet compliance with manufacturers' specifications
- Diagnose check engine lights, faults or malfunctions to determine required repairs, using engine diagnostic equipment such as computerized test equipment, laptops, and calibration devices
- Examine and repair or replace parts with damage or excessive wear
- Adjust and reline brakes and wheels to manufacture specifications
- Operate hydraulicjacks or hoists to raise bus and heavy equipment
- Perform routine maintenance such as changing oil, checking batteries, and lubricating equipment and machinery
- Inspect, test, and listen to defective equipment to diagnose malfunctions, using test instruments such as handheld computers, motor analyzers, chassis charts, and pressure gauges.
Brake Mechanic
National Tire and Battery
Springfield, Virginia
01.2003 - 02.2005
- Steering and Suspension Tech-, Repair suspension, shocks & struts
- Perform brake inspection, battery and alternator checks
- Rotate, balance and change tires.
Mechanic
Pep Boys
District Heights, Maryland
- Perform coolant diagnostic, tune-ups, and brake inspections
- Repair fuel pumps, alignments and front end, and minor engine repairs.
Education
Diploma -
Eastern Senior High School
PM Inspection 1263 Pneumatics and Brakes Steam Cleaner Certification Steering and Suspension Tire Changer Certification Steering and Suspension Tire Changer Certification TSP Program with METRO Safety Certified First Aid - undefined
01.2003 - 05.2005
Skills
Inspections proficiency
Equipment adjustment
Defective parts disassembly
Equipment inspection and testing
Systems troubleshooting
Diagnostics
Generator repair
Fleet Management
Recordkeeping
Repairs knowledge
Training and support
Technical aptitude
Electrical system rewiring
Auto and engine repair
Troubleshooting skills
Troubleshooting
Vehicle test drives
Quality assurance
Equipment fine-tuning
Proficient in Ignite Software
Accomplishments
- Entry Mechanical Procedures Training
- Chassis Certification
- Electrical Theory Training
- Power Forklift Training
- Garage Service Lane Procedures Training
- Hybrid Bus Electrical SafetyTraining
- Man Axle Service Training
- Mechanical Theory Training
- Meritor High &Low Floor Axle
Timeline
Service Advisor
Coleman Power Sports
05.2023 - Current
Service Writer
Safford Maserati Alfa Romeo Of Tysons Corner
09.2022 - 05.2023
Servicer D
Washington, Transit Authority
01.2006 - 09.2022
Brake Mechanic
National Tire and Battery
01.2003 - 02.2005
PM Inspection 1263 Pneumatics and Brakes Steam Cleaner Certification Steering and Suspension Tire Changer Certification Steering and Suspension Tire Changer Certification TSP Program with METRO Safety Certified First Aid - undefined
01.2003 - 05.2005
Mechanic
Pep Boys
Diploma -
Eastern Senior High School