Customer Service Representative

John Primiani

*** ********** *****

Orleans, Ontario K1C 2J5

Home: 613-***-****

Email: acarlh@r.postjobfree.com

EXECUTIVE SUMMARY

John Primiani is a results-driven sales and client service representative

in the transportation industry with extensive experience and knowledge in:

Technical Sales Client Service

Automotive Diagnostic Repair Issues Customer Loyalty Programs

Service and Warranty Contracts Transportation Logistics

Performance Measurement- Client Liaising between technicians and

Service, Sales, Repair Metrics customers.

Development of Estimates Safety Management

Fleet Management-overseeing high Training of new hires in as service

volume of repairs under tight advisors, focusing on customer service

deadlines and product knowledge

John has added value to organizations by providing clients with trusted and

professional advice pertaining to the care of their vehicles and fleets.

With over 20 years of experience in the automotive and transportation

industry, John brings a unique knowledge of delivering outstanding customer

service and sales programs combined with technical and mechanical

experience.

WORK EXPERIENCE

Service Advisor,

Dodge Chrysler

Buckingham Chyrsler Dealer 2012-

2013

Ottawa Dodge Dealer

2007-2010

Kollbec Dealer

2003-2006

General Motors:

Myers Cadillac

2010-2011

Mews

1995-2003

Achieved corporate goals through increased sales of the service department,

built strong client relationships and repeat business and achieved superior

customer service ratings.

Key Responsibilities:

. Ascertains automotive issues and problems by listening to customer's

description of symptoms; clarifying description of problems;

conducting inspections; taking test drives; checking vehicle

maintenance records; examining service schedules.

. Verifies warranty and service contract coverage by examining records;

explaining provisions, exclusions and options for the client.

. Develops estimates by costing materials, supplies, and labor;

calculating customer's payment, including deductibles.

. Develop options for customer based on needs and budget.

. Prepares repair orders (RO) by describing symptoms, problems, and

causes discovered, as well as repairs and services required; obtaining

approval signatures; entering RO into service database system.

. Liaison between client and technicians, ensuring progress of work

order, quality control and resolving customer complaints as per

corporate policy.

. Maintains customer rapport by explaining estimates and expected return

of vehicle; obtaining customer's approval of estimates; maintain

obtaining and providing contact telephone numbers; answering questions

and concerns; arranging towing and temporary transportation.

. Maintains automotive records by recording problems, identifying and

implementing corrective actions.

. Managed corporate fleet maintenance contracts for ARI, GE Capital and

various government departments.

. Supervised 10 technicians for evening shift- averaged 20 work orders

per shift.

EDUCATION / PROFESSIONAL DEVELOPMENT

Algonquin College (Business Information Systems Diploma)

Aviron Technical Institute (Automotive Mechanics Diploma)

James Lyng High School Graduate

CTQ Group Certification for Service Consultant

Society of Service Excellence for Automotive Management Relationship

Selling Skills

VOLUNTEER AND EXTRACURRICULAR ACTIVITIES

Gloucester Figure Skating Club- Hospitality and Ice Captain

Orleans Wood Summer Celebration Event- logistics and event planning

March of Dimes- volunteer canvasser

LANGUAGES

Fluent in English, French and Italian

REFERENCES

Available upon request

Contact this candidate