Customer Service Manager

Terese Marie Novak

**** ********* **. ? Franklin Park, IL 60131 ? 847-***-**** ?

*******@*********.***

OBJECTIVE

To obtain a position in the customer service industry that enables me to

utilize my excellent people skills to provide complete customer

satisfaction.

PROFILE

. Excellent verbal communication skills

Adept at managing multiple and diverse tasks simultaneously

Expert in dealing with stressful situations

Proficient with ADP, Reynolds & Reynolds and Dealertrack software

PROFESSIONAL EXPERIENCE

Napleton Lincoln Park Ridge, IL

November 1999 - Present

Assistant Service Manager

. Master Certified by Ford Motor Company and Mitsubishi Motors

. Multiple Year Achiever in the Ford Motor Company Employee Excellence

Program

. Assist in the management of 7 automotive technicians and 2 porters

. Schedule appointments for the service department

. Write up customers' service requests

. Dispatch work to technicians based on their individual skills

. Keep customers informed on the progress of service until completion

. Obtain authorization to complete vehicle repairs from aftermarket

warranty companies

. Sell any service needed or recommended and provide the best value to the

customer or their warranty company

. Follow up with customers after repairs have been completed to ensure

complete satisfaction

. Contact customers on arrival of parts ordered and reschedule for service

. Serve as a liaison between the customer and the automotive technician

. Complete necessary web based continuing education classes to maintain

Master Certification

Northwest Ford Truck Center Franklin Park, IL June 1993 - February

1999

Service Advisor

. Opened and closed service repair orders in ADP on commercial, heavy and

light duty trucks

. Scheduled appointments for the service department

. Kept customers up-to-date on the progress of repairs to their vehicles

. Completed necessary Cummins Motors training

. Followed protocol for Caterpillar, Cummins, Allison Transmission, Ford

and aftermarket warranties

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