Tosha Jones
Valrico,FL
Summary
Results-driven Automotive Service Advisor attentive to business demands and budget targets. Coordinates highly successful, profitable and customer-focused operations with excellent leadership abilities. Decisive in implementing new strategies and enforcing optimal policies for service program.
Overview
7
7
years of professional experience
Work History
Service Advisor
Absolute Auto Repair
Dover, FL
12.2021 - Current
- Developed and implemented processes to improve customer satisfaction and retention.
- Developed sales strategies to successfully increase yearly revenue by as much as 33%.
- Assigned and scheduled work of auto service staff handling 20+ vehicles per day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Forecasted customer demand to set prices or credit terms for goods or services.
Auto Care Center Manager
Wal-Mart Supercenter
Gibsonton, FL
06.2021 - Current
- Implemented processes to improve customer satisfaction and retention.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Assigned and scheduled work of auto service staff handling 45+ vehicles per day.
- Estimated automobile repair time accurately, scheduling jobs according to shop capacity.
- Built and maintained strong relationships with customers to encourage loyalty and obtain recommendations.
- Wrote complete and accurate cost estimates for labor and parts.
- Inspected vehicle repairs for quality control during entire repair process and prior to customer delivery.
- Oversaw ordering of repair parts and tools for shop to maintain adequate inventory levels.
- Complied with federal, state and local regulations affecting body shop operations, including hazardous waste disposal and OSHA standards.
- Coordinated and supervised 14 shop technicians and 3 service advisors and assigned tasks and work orders.
- Engaged with customers to resolve escalated issues, discuss and arrange payment schedules, facilitate maintenance sales and support customer satisfaction objectives.
- Hired and trained technicians, monitoring and evaluating job performance.
- Assisted in developing effective marketing strategies to increase business.
- Managed 14 technicians in shop setting, including productivity and performance monitoring, service writing and following federal and state regulations
- Monitors completed compliance according to automotive regulatory standards and best practices.
- Administered Ingnition order system to ensure accuracy and completeness of service invoicing and proper maintenance of vehicles.
Backroom Team Lead
Walmart
Plant City, FL
10.2020 - 06.2021
- Kept stockroom clean and neat for maximum productivity.
- Unloaded incoming trucks and stocked merchandise in correct storage areas.
- Monitored work areas for cleanliness and functionality and removed obstacles for safety.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Examined packages and goods for damage and notified vendors of replacement needs.
- Rotated goods in inventory by following “first in, first out” approach to keep shelves organized and well-stocked.
- Completed inventory audits every year to check stock levels.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Read orders to obtain item numbers and located merchandise in bins or on shelves.
- Carried out duties within fast-paced retail environment, providing organized stocking methods and plans.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Replenished inventory with focus on addressing customer needs.
- Helped customers locate desired items and assisted with carrying heavy loads.
- Verified merchandise against shipping paperwork and resolved discrepancies.
- Selected items from bins, scanned tags with tracker and loaded onto cart.
Department Manager
Walmart
Brandon, FL
08.2018 - 10.2020
- Worked closely with sales associates to complete tasks.
- Followed safety protocols and company processes and procedures.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Trained employees on proper and safe use of equipment and tools.
- Hired, trained and coached employees to deliver world-class customer service.
Customer Service Manager
Walmart
Brandon, FL
04.2017 - 08.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Evaluated and authenticated returns, exchanges and voids.
- Recommended improvements to products and services to mitigate complaints.
- Led team engaged in delivering assistance to customer service department on daily basis.
Education
High School Diploma -
East Bay High School
Gibsonton, FL05.2004
Skills
- Cross-functional team management
- Sound judgment
- Recruiting and hiring
- Schedule management
- Profit and loss accountability
- Employee development
- Supervision and training
- Customer retention
- Performance improvements
- Proficient in Microsoft Word, Excel, PowerPoint
- Team building
- Friendly, positive attitude
Timeline
Service Advisor
Absolute Auto Repair
12.2021 - Current
Auto Care Center Manager
Wal-Mart Supercenter
06.2021 - Current
Backroom Team Lead
Walmart
10.2020 - 06.2021
Department Manager
Walmart
08.2018 - 10.2020
Customer Service Manager
Walmart
04.2017 - 08.2018
High School Diploma -
East Bay High School
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