Yean H. Lugolara
Boston,Massachusetts
Summary
Knowledgeable and dedicated customer service professional with extensive experience in automotive 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.
Overview
12
12
years of professional experience
Work History
SERVICE ADVISOR/Customer Service Manager
JAGUAR LAND ROVER BOSTON HERBCHAMBERS
BOSTON, MA
01.2020 - Current
- Efficiently & professionally assist our customer with all their service needs.
- Building loyalty & trust, creating an amazing guest experience & generating profit.
- Completing estimate to review in a timely manner to maximize opportunity.
- Ensuring that the department meets necessary objectives while creating & implementing efficient & profitable service department.
- Exceeding revenue per Service Advisor of 100k + a month, through customer retention, achievement of objectives and maintaining a productive staffing at all time.
- Attain internal performance objectives for office business volume, cash, credit cards, warranty, insurance and quality audit reports.
ASSISTANT SERVICE MANAGE
EXPRESSWAY TOYOTA MOTORS
DORCHESTER, MA
01.2016 - 01.2020
- Ran an efficient and profitable service department through productive selling, customer retention, cost control, achievements of objectives, and maintenance of all service records.
- Displaying exemplary customer service skills and a sales-mind attitude.
- Proficient in CDK, Dealer Daily, Stratus, ASR among other implementation from within.
- Generating as the top sales man on the floor.
- Trained 4-6 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service at any given point.
Warranty Administrator, Dispacher, Coder
Herb Chambers Bmw Of Boston
ALLSTON, MA
01.2013 - 01.2016
- Investigated all claims submitted by BMW / Mini department overseen warranty procedures and in the process accumulating revenue well above $75k to $150k + a week.
- Review each warranty repair order for proper completion and accuracy according to policies and procedures.
- Dispatch service according to technician’s proficiency; maintain a high communicative dialogue between service advisors and upper management to distribute work fast and accurately.
- Monitored factory recalls and announcements to stay on top of changes.
Education
Associate of Science - COMPUTER SCIENCE
Bunker Hill Community College
Charlestown, MA01.2016
Associate of Applied Science - COMPUTER NETWORKING & SECURITY
UNITED SOUTH END SETTLEMENTS, BENJAMIN FRANKLIN INSTITUTE oF TECHNOLOGY
Boston, MA02.2013
High School Diploma -
SOUTH BOSTON HIGH SCHOOL
South Boston06.2007
Skills
- Policy and Procedure Writing
- Job Prioritizing
- Fluent both in English/Spanish written and verbally
- Exceptionally reliable & dependable hard worker
- Exceptional customer service, team leader & team player
Timeline
SERVICE ADVISOR/Customer Service Manager
JAGUAR LAND ROVER BOSTON HERBCHAMBERS
01.2020 - Current
ASSISTANT SERVICE MANAGE
EXPRESSWAY TOYOTA MOTORS
01.2016 - 01.2020
Warranty Administrator, Dispacher, Coder
Herb Chambers Bmw Of Boston
01.2013 - 01.2016
Associate of Science - COMPUTER SCIENCE
Bunker Hill Community College
Associate of Applied Science - COMPUTER NETWORKING & SECURITY
UNITED SOUTH END SETTLEMENTS, BENJAMIN FRANKLIN INSTITUTE oF TECHNOLOGY
High School Diploma -
SOUTH BOSTON HIGH SCHOOL
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