Customer Service Advisor

SEATTLE, ***** • ***********@*****.*** • 312-***-****

ADRIAN BAKER

Lead Training Instructor

PROFESSIONAL SUMMARY

Service Advisor and Manager with extensive experience in customer service, technical support, and process optimization, transitioning into cybersecurity. Proficient in troubleshooting, incident management, and risk mitigation. Pursuing CompTIA Security+ and Certified Ethical Hacker (CEH) certifications. Strong leadership skills with a focus on improving efficiency and security in fast-paced environments. EMPLOYMENT HISTORY

LEAD TRAINING INSTRUCTOR - Nov 2023 - Sep 2024

Rivian - Remote, Washington

Design and deliver impactful training programs, enhancing Service Advisors/Managers' skills.

Collaborate with stakeholders to align training with organizational goals, ensuring relevance.

Identify training needs and develop curriculum, significantly improving employee performance.

Implement initiatives leading to measurable improvements in service quality. SENIOR LAUNCH TEAM - Jul 2021 - Nov 2023

Rivian - Remote Chicago

Support and train central region Rivian Service centers, ensuring operational excellence.

Launched new service centers, expanding regional coverage and meeting market demands.

Developed job aids for service advisors and managers, enhancing procedural clarity,streamlining processes and boosting team efficiency..

Served as a trusted mentor, providing guidance on new and existing procedures to foster team growth and knowledge sharing. ASSISTANT SERVICE MANAGER - Dec 2015 - Jun 2021

Tesla - Chicago

Communicated maintenance and repair needs to customers, ensuring clear understanding and timely action.

Achieved customer satisfaction and operational goals, contributing to overall service center success.

Led daily operations of the service center, aligning with business needs and enhancing efficiency.

Created strong relationships with customers and team members, facilitating smooth communication on maintenance requirements. Coordinated cross-functional efforts to meet business objectives and service standards.

Analyzed service center performance metrics to identify areas for improvement. Utilized data-driven insights to enhance operational efficiency and customer satisfaction levels.

DISPATCH SUPERVISOR - Feb 2011 - Dec 2015

AAA - Chicago

Coordinated emergency roadside dispatch for AAA, ensuring timely response and driver safety.

Monitored driver locations and needs, enhancing efficiency and service quality.

Prioritize service requests based on weather and safety, improving response times.

Achieved measurable improvements in dispatch operations through effective problem-solving.

Led dispatch operations, optimizing emergency roadside assistance allocation. Implemented strategic driver tracking system, enhancing response times and service quality.

EDUCATION

AUTOMOTIVE TECHNOLOGY - JAN 2005

Universal Technical Institute - Lisle, IL

BACHELORS OF SCIENCE, CYBERSECURITY & INFORMATION ASSURANCE - Sep 2024 - Sep 2026 Western Governors University - Remote, Washington

SKILLS

Training Design, Curriculum Development, Stakeholder Collaboration, Leadership, Communication, Continuous Improvement, Service Advisor Training, Service Manager Training, Job Aid Creation, Mentorship, Procedure Knowledge, Customer Communication, Operations Management, Dispatch, Prioritization, Situation Diffusion. LINKS

LinkedIn: www.linkedin.com, Google IT Support Certificate: www.coursera.org, Google AI Essentials: www.coursera.org.

Contact this candidate