ROBERT KNUDSEN
Nottingham, MD ***** @ 410-***-**** ® ***********@*****.***
PROFESSIONAL SUMMARY
Skilled call center professional versed in customer support protocols for auto fleet vehicles . Bring extensive
high-call volume experience spanning 31 years working with consumers. Superior computer skills and
telephone etiquette.
SKILLS
e Customer Complaint Resolution e Product Knowledge
e Vehicle Maintenance e Invoicing
e Product Sales @ Sales
Work History
Service Advisor, 08/1990 to Current
Element Fleet Management Corp. — Sparks, MD
e Help customers reduce costs and improve productivity
e Play a critical role in delivering value to customers and ensuring exceptional customer experience
e Assisted customers in average by answering questions, responding to inquiries and handling telephone
requests.
e Investigated and resolved customer inquiries and complaints quickly.
Master Automotive Technician, 07/1979 to 08/1990
Goodyear Tire & Rubber Co ~ Parkville, MD
e Perform technician services,routine inspection/maintenance and system diagnostics
e Inspected vehicles and utilized market and industry expertise to execute strategic automotive purchases
for dealers, private clients and volume resellers.
e@ Communicated issues to supervisor and helped develop solutions.
@ Maintained compliance with dealer and manufacturer standards for warranty repair and maintenance
actions.
e Explained estimates and determined repair timelines to manage customer expectations.
e@ Document all work performed on repair order
EDUCATION
High School Diploma: 06/1974
Perry Hall High School - Baltimore, MD
CERTIFICATIONS
ASE MASTER CERTIFIED
ASE ID #ASE-1625-5927