Customer Service Business Development

MARIO ABAD

Business Development Strategic Planning Regulatory Compliance

San Francisco, CA 415-***-**** ******@***.*** EXECUTIVE PROFILE

Dedicated and results-driven professional with 15+ years of diverse experience in customer service, business management, and vehicle inspection fields. Skilled at analyzing and mitigating vehicle issues while verifying the condition of new, off-lease, and fleet vehicles. Proven track record at increasing customer satisfaction by providing best services while resolving any arising issues and achieving the company’s goals. Articulate communicator with effective leadership skills in mentoring team towards success while surpassing performance metrics. Keen approach to meet and exceed set deadlines and targets through personal vigilance and flexibility skills. CORE COMPETENCIES

• Account Management

• Business Development

• Safety Maintenance

• Automotive Collision/Claims

• Team Collaboration

• Mechanical Dexterity

• Consultative Sales

• Strategic Planning

• Quality Control & Assurance

• Documentation & Reporting

• Analytical Skills

• Complex Issue Resolution

• Exceptional Customer Service

• Regulatory Compliance

• Software Deployment

PROFESSIONAL EXPERIENCE

Career break: Retirement 2017 – 2023

• Retired and moved to Asia in 2017.

• Took a career break due to the pandemic lockdown. Alliance Inspection Management San Francisco 2016 – 2017 Field Service Manager

• Performed detailed inspections of new or used off lease vehicles within a designated geographical region, including lessee’s home or business to inspect minor/major damaged vehicles on behalf of an insurance provider.

• Conducted dealer floor plan audits on behalf of automobile finance companies to ensure full availability of vehicle parts.

• Carried out proprietary inspection and AudaTex estimating software with laptop computer and digital camera to record vehicle damages.

• Promoted customer engagement by maintaining face-to-face interaction with AIM’s clients, including dealers and lessees.

Lyft / Uber Driver 2009 – 2015

• Dealt with the public on daily basis and delivered effective customer service, resulting in attaining a 100% positive ride rating.

Caregiver 2009 – 2011

• Transported terminally ill parents to medical and personal appointments.

• Handled the delivery of groceries and medicine, with personal services as needed. MARIO ABAD Page 2

CCC Information Services Northern California 2007 – 2009 Regional Account Manager

• Conducted software deployments for companies purchasing automotive collision-repair-estimation software.

• Provided effective staff training while serving as a West Coast customer service contact for software troubleshooting, resulting in customer retention.

• Delivered software upgrades and services as needed to ensure the smooth running of all operations.

• Maintained and balanced $5M book of business and operational budget while surpassing performance metrics related to productivity, client retention, and client satisfaction.

• Improved staff functional efficiency by streamlining procedures and implementing sales training. ADDITIONAL EXPERIENCE

eBay Reseller (2000 to 2022)

Assistant Service Manager (2004 to 2007) at Brentwood Dodge Chrysler Jeep

• Responsible for customer relations for a certified five-star dealership service division.

• Achieved Personal Customer Service Index score consistently ranked in top 5% for Service Writer function. Master Claims Representative (2000 to 2004) at Allied/Nationwide Insurance

• Rated #1 in the company for SIU (Special Investigations Unit) reporting on potential fraudulent claims, with a high rate of accurate referrals for criminal investigation. Service Consultant (1998 to 1999) at R.A.B. Motors Mercedes-Benz of Marin

• Managed customer relations for a premium automotive dealership’s service division both in-house and in field. Assistant Service Manager (1995 to 1998) at Daland Nissan

• Attained highest (C.S.I) Customer service Index in the company history.

• Achieved 30% technician productivity and 50% increase in profits within the first three months. Outside Material Damage Inspector (1989 to 1992) at CSAA EDUCATION

High School Diploma, Riordan High School, San Francisco

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