Engineer Customer Service

LEONARDO SCIORTINO

**** ******** ***** **, ******** GA 30062 470-***-****

*********.***@*****.***

EXPERTISE

Over 15 years in the automotive industry, with experience in dealer operations, automotive diagnostics and repair. Integration and training of SaaS products, Customer Service, Problem Solving, Fluent in Spanish

KEY PROJECTS

•Worked across teams to streamline the implementation process from 2 weeks to 1 week for dealer software installation and training – earning award for ‘Installer of the Year 2018’

•Instrumental in beta testing CRM tools to ensure correct reporting for management and employees.

•Maintained highest customer satisfaction rating, with the highest number of installs.

PROFESSIONAL EXPERIENCE

Northstar Technologies, Implementation Specialist 2020 – Present

Work with the Project Management teams to initiate the implementation, assess the client’s needs, and customize the application in the Club Industry.

Setup application based on the client’s needs in a team environment.

Demonstrate and train clients on using the application.

Identify and execute tests for the application based on setup.

Assist client with launch of application.

Provide post implementation support prior to hand-off to account managers.

Infomedia LTD, Field Service Engineer/Lead Trainer/Sales Engineer 2017 - 2019

Work with clients and sales team to understand client needs and create proposal/technical specifications to meet those needs. Managing efficient implementation of product rollout, serving as subject matter expert; fostering cross-functional engagement through effective communication, a customer-first attitude, a highly-organized work-ethic and a ‘can-do’ attitude.

Customize platform to fit needs of dealer operations and ensure effective integration of partner platforms.

Provide training for clients and internal teams on platforms for sales and future integrations.

Troubleshoot client issues and review data to ensure satisfaction with product.

Monitor and track product usage data to ensure proper operation of software and dealer operations.

Hyundai Motor America/TeleTech, Consumer Affairs Analyst 2014 – 2016

Provide regional support for escalated cases, ensuring mutually beneficial resolution. Managed all executive cases and specific regional cases requiring special attention.

Point of communication for customer to ensure swift and satisfactory resolution.

Work closely with field service engineers to provide resolution to vehicle concerns.

Work across Hyundai partner companies (finance, manufacturing, parts distribution centers, etc.) to resolve customer issues.

Work with legal team to provide clear documentation of customer concerns for pre-litigation/re-acquisition.

Various Automotive Dealerships, Service Advisor 2009 – 2014

Have worked for a variety of different dealerships – Crystal Auto Mall (NJ), Ray Catena Infiniti (NJ), Bridgewater Volvo (NJ), Carl Black Chevrolet Buick GMC (GA) – as a service advisor providing customer service and ensuring quality servicing of customer vehicles.

Managed warranty claims/repairs

Point of contact for customers ensuring clear understanding of vehicle repair needs

Dispatch and monitor repairs for efficient servicing throughout the department

Monitor and Maintain loaner vehicle fleet. (i.e. registration, insurance, scheduled maintenance and repairs)

Various Automotive Dealerships, Technician 2002 – 2009

Diagnosing and servicing of vehicles, including hybrid master certification

EDUCATION & CERTIFICATIONS

Whippany Park High School, Whippany, NJ 2003

High School Diploma

Morris County Vocational School, Whippany, NJ 2003

Technical Certification

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