Customer Service Training

Michael J Kline II

**************@***.*** *** Marsh Loop Hampton, VA 23666 757-***-****

Professional Overview

Accomplished BMW Service Advisor with extensive knowledge of the automotive industry. Most proficient in BMW, but also seasoned in Acura, Nissan, Toyota and General Motors products. Adept at handling a variety of customer service issues in a speedy, efficient manner. Flexible working environment – operating in both smaller dealerships to faster-paced high-volume stores.

Core Qualifications

Excellent negotiating skills

Comprehensive automotive service training

Strong sales skills – accomplished in up-selling products & services

Proficient group training skills

Intimate understanding of customer service

Cross trained on multiple DMS systems – most recently Reynolds & Reynolds

Excellent ability to communicate both in person and on the phone

Solid understanding of vehicle operations and industry standard software

Experience

Casey BMW 12861 Jefferson Ave. Newport News, VA 23608

BMW Service Advisor June 2011-April 2014

Scheduled routine service appointments – Handled customer billing and tracked payments – Resolved customer issues in a courteous, timely manner – Provided accurate written cost estimates for customers – Updated customers on the progress of vehicle maintenance and repairs – Accurately detailed customer issues with their BMW vehicles – Effectively communicated with automotive technicians and customer service personnel.

Hall Acura 12501 Jefferson Ave. Newport News, VA 23602

Acura Service Advisor September 2009-June 2011

Generated service order estimations and quotes for customers – Greeted customers in a timely, friendly manner – Conducted follow ups for service and discussed MPI appointments – Resolved customer complaints while maintaining factory and dealership CSI standards – Maintained current qualifications with all Acura required training.

Rock Rated Touring / Photography

Celebrity Photographer September 2005-Present

Direct photo shoots for artist point of sale material – Maintain merchandising, vendor, record label and touring relationships - Execute high concept celebrity shoots –Manage contracts, riders, emails and deadlines – Photograph musical artists at a variety of events including concerts and awards shows including the Country Music Awards, Grammys, Billboard Music Awards and after parties – Generated high visual pictorially driven content on extreme budgeting and time constraints – Sorted through images to ensure the most dynamic images were utilized – Artists included Britney Spears, Train, Fall Out Boy, The Band Perry.

References

Stephanie Hood 757-***-****

Donna Fraysse 804-***-****

Dennis Meehan 757-***-****

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