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Ford Certified Service Advisor, ADP, CDK, Lightyear, AS400, SAP, WMS

Denton, Texas, United States
January 27, 2018

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Caroline Rangel Denton, TX 720-***-**** (C)


Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. I am results-driven with proven ability to establish rapport with clients. Truly enjoy learning new programs and office procedures. I am a detail-oriented producer with very strong work ethics and integrity.



Production – 10/2017 – 01/2018

Order, measure and cut materials to build kits used in assembly. Trained others, member of safety committee, trained in 3 departments for production. Made reports of inventory and recorded data of material date, amount and product used, time of use, humidity and temperature.


Quick Lane Service Advisor - 12/2016 - 06/2017

Greeting customers, open and close repair orders (i.e., c/p, warranty, service contract and internal)

Fluent in Auto Integrate, OEC, CSS and multiple fleet companies for billing and sales

Ford Certified Quick Lane Service Advisor, advanced in Lightyear and CDK computer programs

Coordinated with both Used vehicle Manager and New vehicle Manager for UCI's and PDI's repair orders; parts, service and we owe's

Upsold maintenance and parts to keep ELR above 70.00 per hour, maintaining CSI above zone average for monthly bonus

Work well with all departments in a fast-paced; stressful environment, enjoy my job and my customers on a daily basis

SEARS, Denton, TX

Consultative Sales – Home Improvement (Part Time) 12/2015 – 06/2016

Greet and engage with customers, give members complete customer care and satisfaction, persuade sales in hand tools, power tools, fitness equipment, lawn equipment and lawn furniture, join members, process credit applications, promote benefits of using Sears card on each member, close the sale, discuss protection agreement and purchase protection plan, calculate payments when opening a new lease, locate and order parts from website, give product knowledge, offer layaway options, search for in stock and incoming shipments that member may want, complete the sale at check out, bag and load purchases,


Administrator - Tool Repair/ Industrial Services (Part Time) 04/2015 – 09/2015

Use Oper 1 to check in and receive parts and tools; move them to correct location. Pull parts needed to repair each tool. Answer emails and phones; field questions, direct calls to proper departments. Keep detailed records in Oper 1 of all repairs, parts pulled and online ordered parts to ship. I ordered parts for all open work orders. Check status on tools to keep steady flow of tool repairs. Match part numbers for all shipping orders and pick parts. Locate open work orders that are completed; close them out and ship fixed tools back to venders. Inventory, stock shelves and drawers with new parts. Check on upcoming work orders for estimated tools that are awaiting approval to be repaired and get verbal permission by E.O.D.; meet deadlines, time management, organization, customer service and follow up. ETC.


Warranty Clerk, 2014 – 2015

Warranty processing, upload Technicians picture card to computer. As a warranty clerk, I was in charge of formatting and file creation of pictures. Search for proper job codes and enter all warranty claim information. Print and process pre authorizations and check for approvals on each mfg portal dealer website. Negotiate time and denied claims via phone with mfg advisers. Fill out parts cards for PDI and Warranty jobs approved. Email notifications. Prepare weekly warranty reports for corporate EUSA daily claims submitted. Search and correct all errors and manually use websites for each manufacturer to add revenue that was missed by administrator. Daily filing, phone communication, emails correspondence company wide.

Maintain professional relationship with over 20 Tech Advisors divided between five RV manufacturers in Indiana. I saved the company on an average of up to $6,000 weekly by providing expert proofreading of claims for lost revenue.


Dispatcher/ Receptionist/ Secretary, 2012 – 2014

Dispatch each new job along with all information and details pertaining to it. Customer Service and follow up, correspondence through mail, email, faxes, telephone. Prep and scan documents, schedule estimates. I was also responsible for the bookkeeping, and all general office duties using Microsoft Word and Excel, filing, data entry. Research materials, online ordering, print out maps to job sites. I maintained customer loyalty through excellent customer service saving company more than $50,000 per quarter.


Customer Service Representative, 2011 – 2012

Worked in AS400, Warehouse Management System scheduled inbound freight, print receipts, released lot coded items.

Used SAP to inventory all inbound freight, reported damages, discrepancies and FDA quality holds, made goods receipts, printed packing lists. I reviewed inbound Shipping Monitor, Stock Constraint Reports Client correspondence through great customer service, emails, faxes and telephone. Managed inbound customer returns, made spreadsheets, and filed documentation for each client and carrier. I worked in all areas of the office to help co-workers catch up on daily tasks, and worked overtime as needed. Managed client relationships and procured future business earning the company $20,000 in additional revenue for 2012.


Field Support Representative I, 2009 – 2011

I performed component replacement including small motors, motherboard, antennas, belts, sensor calibration, and Slot data adjustment in conduction with technical support. I contributed to the company success enabling the installation, support, and merchandising of Redbox kiosks. I traveled to assigned areas up to and over 1000 miles each week throughout the west Texas market. I was in charge of weekly DVD procurement using company issued credit card. I preformed expert service, clean up, and preventative maintenance on kiosks as required. I record metric counts and status of 40 kiosks each week, maintaining daily records of disc distribution and removals. I provided outstanding customer service and satisfaction through regular interaction and communication with customers, store managers, owners, employees and Redbox personnel. I was awarded the Top Employee 2010 for maximizing production, presentation and sales. I used and followed planograms, signage and schematics to attract new customers according to company standards.


Bookkeeper, 2007 - 2008

Assisted Office Manager with payroll, filing, inventory, scheduling service appointments and job estimates, answered phone lines and directed calls. I am proficient in the use of QuickBooks. I was in charge of reconciling end of month receivables and payables. I led the company’s efforts for Community Outreach Christmas gift program for families in need. I maintained all records for other subsidiaries of Slide-Lok Company owner. I was responsible for procurement of all supplies for the office and because of my efficiency I saved the company on average $400 per month.


Store Manager, 01/2006 - 09/2006

As key holder I was responsible for opening and closing the store daily. I managed inventory, clothing line and merchandise ($100K) appealing to motorcycle enthusiasts. I was in charge of cash management and weekly deposits. I was also in charge of screening calls and fielding questions regarding day-to-day business of selling high-end motorcycles ($30K + each). I helped collaborated with management to establish a common goal for venturing into new lines of business and advertising including newsletters, motorcycle functions, promotional events and radio spots to bring in new business earning $5,000 weekly in new revenue. I am proficient in the use of QuickBooks financial POS 4.0 managing weekly production and sales documents.

Education - Windham School, Gatesville, Texas, Vocational Certification - Business Computer Information Systems, 2003


AS400, SAP, WMS, IDS, Picasa 3, Concur, Oper 1, CDK, Lightyear,

EZLabor, Kronos, Genesys Meeting Center, AllData, C.A.R.E ONE,

Microsoft Office: Excel, Access, Word, Outlook and PowerPoint,

Schematics, Plan-O-Grams, Procurement, Distribution, Merchandising,

Shipping/ Receiving, Inventory, Website Navigation, (5) RV Manufacturer Portals,

Superior Customer Care, Time Management, Organizational Skills, Attention to Detail

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