Xi Yuan

• Advised customers on maintenance needs, repair recommendations, and BMW service recommendations per key read.
• Maintain above national csi each month for customer satisfaction.
• Wrote and accurately documented customer concerns per bmw guide line. Wrote accurate repair orders and documented vehicle concerns for technician review.
• Coordinated service appointments, loaner vehicle needs, and timely customer check-ins.
• Communicated repair approvals, estimates, and status updates with clear professional service.
• Maintained good relationship with technicians to get the job done right the first time.
• Building relationship with customers and maintaining a good relationship for future services.
• Maintained up-to-date knowledge of product and service changes with quarterly trainings from BMW.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Responded proactively and positively to customers text and calls in my karma.

Handling Miss Opps and extended warranty. Gained experience with Rynoalds and Rynoalds. Wrote up RO’s for damaged loaners, dealing with insurance and warranty claims.

• Verified warranty claims and supporting paperwork for compliance with BMW service standards.
• Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.

Ensured vehicles met condition standards prior to lease return by performing detailed inspections. Perform through inspection of the vehicle to address anything that needs to be done before handing in the car. Making phone calls to get customers in before their lease end.

BMW trained to demonstrate and help customers get familiar with all aspects of their BMW – before, during, and after purchase. BMW trained to Specialize in product knowledge, test drives, deliveries, or simply addressing customer concerns.

• Moved vehicles between service drive, shop, and lot to support smooth repair workflow.
• Parked and retrieved customer vehicles, maintaining organized service lane and staging areas.
• Assisted service advisors with vehicle check-in, key handling, and customer handoffs.