Tori Sanchez
O'Brien,FL
Summary
I am very knowledgeable and dedicated customer service professional with extensive experience in customer 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 10 plus years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Knowledgeable and dedicated customer service professional with extensive experience in sales 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. Also handling internal process with in the business it self. Handling management needs and standing in for management also training new management in the service industry
Overview
8
8
years of professional experience
Work History
Service Advisor
Lake City GMC
Lake City, FL
04.2022 - 11.2022
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
Service Advisor
Rountree Moore Nissan
Lake City, FL
01.2017 - 03.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Entered customer interaction details in Reynolds software to track requests, document problems and record solutions offered.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled over 167 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Developed estimates by costing materials, supplies and labor.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Cross-trained and backed up other customer service managers.
Sales Associate
Advanced Auto Parts
Lake City, FL
11.2016 - 12.2017
- Engaged with customers to effectively build rapport and lasting relationships.
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Educated customers on promotions to enhance sales.
- Maintained records related to sales, returns and inventory availability.
- Provided positive first impressions to welcome existing, new and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Processed product returns and assisted customers with other selections.
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
Cashier
BUSY BEE
Lake City, FL
02.2015 - 11.2016
- Answered questions about store policies and concerns to support positive customer experiences.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Assisted customers by answering questions and fulfilling requests.
- Assisted customers with special services, account updates and promotional options.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
Education
GED -
Branford High School
Branford, FL04.2012
Skills
- Client Needs Assessment
- Appointment Setting
- New Product Information
- Sales
- Customer Complaint Resolution
- Product Knowledge
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
- Responding to Difficult Customers
- Multitasking and Prioritization
- De-escalation Techniques
- Proficiency in Microsoft Office and G Suite
- Administrative and Office Support
- Patient and Empathetic
- Time Management
- Database Management
- Goal-oriented mindset
- Team player mentality
Timeline
Service Advisor
Lake City GMC
04.2022 - 11.2022
Service Advisor
Rountree Moore Nissan
01.2017 - 03.2022
Sales Associate
Advanced Auto Parts
11.2016 - 12.2017
Cashier
BUSY BEE
02.2015 - 11.2016
GED -
Branford High School