Summary
Overview
Work History
Education
Skills
Timeline
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Ziggy Watts

Birmingham,AL

Summary

Proven leader in automotive service management with 12+ years of experience. Most notably with BMW of Birmingham where I spearheaded initiatives that significantly elevated client satisfaction and streamlined operational efficiency. Expert in compliance management and customer relationship management, my approach combines meticulous attention to detail with exceptional communication skills, achieving over 90% in customer satisfaction ratings. Committed and professional Service Advisor/Lane Manager with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. Detail-oriented individual with proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

12
12
years of professional experience

Work History

Lead Service Advisor

Beaman CDJR of Murfreesboro
08.2023 - 02.2024
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Streamlined service processes for increased efficiency and improved customer experience.
  • Monitored service quality, implementing improvements based on client feedback and industry best practices.
  • Mentored junior service advisors, enhancing their skills and knowledge for career growth.
  • Reviewed work orders for accuracy and completeness before submitting them to technicians, minimizing errors during repairs or maintenance tasks.
  • Ensured accurate documentation of all service transactions in compliance with company policies and legal regulations.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
  • Investigated customer complaints to identify cause of malfunctions.

Service Lane Manager

BMW of Birmingham
06.2021 - 08.2023
  • Negotiated contracts with vendors for cost-effective procurement of essential tools, equipment, and parts necessary for service lane operations.
  • Maintained accurate records of all transactions and ensured timely submission of reports to senior management.
  • Ensured compliance with industry regulations and company policies by conducting regular audits and enforcing corrective actions as needed.
  • Evaluated employees'' performance regularly through appraisals while implementing developmental plans customized to individual needs when required.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Enhanced customer satisfaction by efficiently managing service lane operations and addressing client concerns.
  • Successfully managed multiple projects simultaneously, ensuring on-time completion without compromising quality standards.
  • Streamlined workflow processes for improved productivity, implementing effective scheduling and task delegation.

Inventory Manager

Palmer Brothers Auto Parts
04.2019 - 06.2021
  • Created and updated regular inventory reports and records.
  • Maintained sufficient inventory levels to meet customer demands at all times.
  • Analyzed inventory data to identify and address stock discrepancies.
  • Participated in regular cycle counts to confirm accuracy of inventory records.
  • Enhanced inventory accuracy by conducting regular audits and implementing efficient tracking systems.
  • Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
  • Coordinated with suppliers to guarantee timely delivery of inventory and materials.
  • Maximized storage capacity by effectively organizing warehouse layout and implementing space-saving techniques.

Service Advisor

Lee Nissan
09.2016 - 02.2019
  • 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.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Service Advisor

Limbaugh Toyota
05.2012 - 09.2016
  • 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.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Education

High School Diploma -

Calera High School
Calera, AL

ITT Technical Institute
Birmingham, AL

Skills

  • Client satisfaction
  • Employee Training
  • Service Scheduling
  • Compliance Management
  • Brand representation
  • Financial Acumen
  • Staff Development
  • Strong Work Ethic
  • Attention to Detail
  • Multitasking and Organization
  • Excellent Communication
  • Computer Skills
  • Handling Customer Complaints
  • Data Entry
  • Customer Relationship Management
  • Conflict Resolution
  • Records Management
  • Sales expertise
  • Price Quoting
  • Service Estimates
  • Cost Estimation
  • Mechanical Aptitude
  • CRM Software
  • Problem-Solving
  • Multitasking
  • Organizational Skills
  • Effective Communication
  • Active Listening

Timeline

Lead Service Advisor

Beaman CDJR of Murfreesboro
08.2023 - 02.2024

Service Lane Manager

BMW of Birmingham
06.2021 - 08.2023

Inventory Manager

Palmer Brothers Auto Parts
04.2019 - 06.2021

Service Advisor

Lee Nissan
09.2016 - 02.2019

Service Advisor

Limbaugh Toyota
05.2012 - 09.2016

High School Diploma -

Calera High School

ITT Technical Institute

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Ziggy Watts