Customer Service Quality Control
Resume:
S teven A. Gorski
Riverview, FL 33578
**********@*******.***
Objective: To obtain a secure position within a company which offers professional growth
and development of an accounting career.
EXPER IENCE:
I nfiniti of Tampa, Tampa, FL
November 2009 – August 2010
Assistant Service Manager
Assist customers with setting convient appoints. Inspected vehicles for repairs and verified
customers complaints for proper repairs. Up sold repairs for vehicle and addressed customer
o riginal complaints and repairs made. Performed daily analysis of performance to month
performance numbers goals. Provided payment receipts for outside vendors with account
payable and provided proper payment for bills. Insured proper billing with labor, parts and
t axes calculated to quoted totals and applied any discounts to ticket if provide by client.
P rovided customers with loaner cars and inspected loaner cars back in for damage and
condition. Gave customers a luxury experience to insure retention to with future repairs
and service.
-customer service
-repair orders – wri te and finalize
-quality control
-submit for accounts payable and receivable
-manage service team
-AS400 computer system
Open Road Nissan, Mor r istown, NJ
July 2009 – October 2009
Service Consultant
Made convenient and accurate service appointments for customers on a daily basis. Wrote
u p repair orders and made sure customer vehicles were taking in the shop to be repaired by
t he customers requested time. Performed contact with customer to inform of any additional
repairs and mainteinces needed on vehicle. Provided customers with loaner cars or t ravel to
and from desired location during the duration of the repairs to their vehicle. Performed
service to the highest quality to ensure customer was satisfied with service and planning
for future repairs with the dealership.
-customer service
-repair orders – wri te and finalize
-quality control
-submit for accounts payable and receivable
-Reynolds and Reynolds computer system
-AS400 computer system
Open Road Acura, Wayne, NJ
December 2006 – June 2009
Assistant Service Manager
Manage a professional service team of 14 technicians, 4 service consultants and 4 service
valets that served the t r i-state area and established repeat business on a regular basis.
Oversee daily service and customer service operations. Set service target goals,
communicated strategies, measured and analyzed results month to month. Provided
customers with high level of service experience. Followed up with customers to answer any
questions and make sure their service experience was excellent and reviews would show
t hat. Identified future opportunities to increase sales and customer satisfaction for the
dealership from learning the client’s needs and expectations. Dispatched repair orders to
technicians depending on knowledge and t raining abilities. Performed payroll daily to
ensure technician pay is accurate and submit ted payroll with ADP company. Input
warranty claims and performed corrections daily with a warranty statement at the end of
week to ensure proper payment with accounting. Performed End of Year Reporting and
i nspected all accounts for proper readings and made any adjustment to accounts if needed
to achieve proper readings. Exceeded monthly goal expectations consistently and
surpassing previous year’s month numbers. Handles end of the month reports to make sure
service department closed all possible repair orders and all vehicles where completed and
p icked up. Imputed and inspected A/P and A/R to the service department to insure proper
payment to clients and vendors. Dealt with all cash applications and t ransactions through
service department and insured balance with daily statements. Followed up and contacted
any accounts that are past due and performed collections of past due monies to company.
-Payroll
-Accounts Payable and Receivable
-End of month Statements
-Account collections
-Account monitoring
-customer service
-department management
-quality control inspections
-department analyst
-warranty account controller
-Dispatcher
-Reynolds and Reynolds computer system
Open Road Acura, Wayne, NJ
October 2003 – November 2006
Service Consultant
Made convenient and accurate service appointments for customers on a daily basis. Wrote
u p repair orders and made sure customer vehicles were taking in the shop to be repaired by
requested t imes. Performed contact with customer with loaner cars or t ravel to and from
desired location during the duration of the repairs to their vehicle. Performed service to the
h ighest quality to ensure customer was satisfied with services and returning for future
repairs.
-customer service
-repair orders – wri te and finalize
-quality control
-submit for accounts payable and receivable
-Reynolds and Reynolds computer system
- follow up for accounts and clients past due for payment
Open Road Acura, Wayne, NJ
Apri l 2003-September 2003
Lot Attendant / Valet
Greeted customers and provided them with t icket number for service identification. Parked
vehicles and provided vehicle location spot on the ticket. Inspected vehicle for any damage
and documented any down on inspection sheet and attached sheet to repair order. Insured
customer vehicles were cleaned and secured in lot after service was performed. Pulled up
vehicles for customer when returning and parked loaner cars and checked condition: miles,
f uel and any damage.
-customer service
Circuit City, Ledgewood, NJ
July 2001 – April 2003
Mobile Sales Consultant
Listen to customers wants and advised them of products and options to achieve their desire.
E nsured customer understood repairs or enhancements to the vehicle and why was needed
to meet their ideas. Performed inventory inspection of stock in warehouse and I was
responsible for retrieval of any and all new and upcoming products. Scheduled vehicles to
have installations performed quickly and efficiently.
-customer service
-inventory management
I nn at M illrace Pond, Hope, NJ
May 1998 – June 2001
Line Chef
Prepared food before shift starts, Inspected station to insure everything was accounted for
to perform nightly duties. Cooked food to customer orders and made dished to the head
chef’s specifications and designs. Supervised support staff and helped t raining with new
s taff members.
E DUCAT ION:
University of Tampa, Tampa, FL – Cur rently attending
Major: Accounting
County College of Mor r is, Randolph, NJ – May 2006
Associates Degree in Business Administration
Major: Accounting
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