WILLIAM KIMBALL
Pampa
Summary
Results-driven Service Advisor with expertise in complaint resolution and appointment scheduling. Proven ability to enhance service quality and customer satisfaction through effective communication and technical knowledge.
Overview
27
27
years of professional experience
Work History
Service Advisor
JD Auto
Pampa
02.2022 - 08.2024
- Assisted customers with service inquiries and appointment scheduling.
- Collaborated with technicians to ensure accurate service recommendations.
- Managed customer records using JD Auto's service management software.
- Provided detailed explanations of services and repairs to customers.
- Followed up on customer feedback to enhance service quality.
- Trained new staff on customer service protocols and procedures.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Resolved customer complaints in an efficient and courteous manner.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Upsold additional products or services when appropriate.
- Maintained records of customer interactions and transactions.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Manager
AutoZone
Pampa
07.1997 - 02.2006
- Managed daily store operations to ensure efficient workflow and customer service.
- Oversaw employee training programs to enhance product knowledge and service skills.
- Coordinated inventory management to maintain stock levels and reduce shortages.
- Implemented merchandising strategies to optimize product placement and visibility.
- Resolved customer inquiries and complaints to uphold satisfaction standards.
- Collaborated with team members to foster a positive work environment and teamwork.
- Analyzed sales data to identify trends and inform restocking decisions.
- Ensured compliance with safety protocols to maintain a secure workplace for staff and customers.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Managed risk by developing and implementing effective risk management strategies.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
Education
High School Diploma -
KALAKASKA
Kalkaska, MI06-1982
Skills
- Customer relationship management
- Service order review
- Technical knowledge
- Complaint resolution
- Appointment scheduling
- Vehicle inspection
- Parts ordering
- Team building
- Problem solving
- Conflict resolution
- Process improvement
Timeline
Service Advisor
JD Auto
02.2022 - 08.2024
Manager
AutoZone
07.1997 - 02.2006
High School Diploma -
KALAKASKA