Dedicated professional with **+ years of experience in customer service management and training. Skilled at learning new concepts quickly, working well under pressure, and communicating ideas clearly and effectively. Seeking new opportunity to work in a positive team environment while contributing to a company’s overall success.
RELATED PROFESSIONAL EXPERIENCE
Vermeer All Roads
Service Manager 2017-Present
Managed team of 6 employees made up of Technicians, Service Advisors and Delivery Drivers. Responsible for identifying talent and onboarding/training new employees. Weekly facilitated 5S audits and safety meetings. Actively looked for continuing education opportunities for team members to assist in employee skill set development.
Ensured all customer service tasks were completed efficiently and effectively. Through scheduling, work order management, dispatching of work, creation of quotes, sales of quoted work, customer timeline management and closing out of jobs.
Built strong customer relationships that led to high customer satisfaction and repeat business for the corporation.
Front line of conflict resolution with customers. Actively accessed situations to negotiate a feasible solution to lead to customer satisfaction.
Established new processes to streamline quote writing and execution to build efficiency in day-to-day operations.
Responsible to effective monthly reconciliation of accounts payable and receivables for dept.
Service Advisor 2015-2017
Daily reconciled 3 technicians’ hours to ensure work efficiency.
Diligently answered all service calls, scheduled appointments, and opened all service work orders. Collected/processed payment directly from customers on services completed.
Consistently provided customers with timely status updates on work in process.
Responsible for end of month reconciliation of all open service work orders.
Customer Care Advisor 2009-2015
Service Advisor for 12 technicians while managing all workflow tasks relating to shop floor.
Responsible for building quotes and selling estimates while ensuring customer timelines are met.
Built warranty claims and submitted to internal claims agents for timely processing. Negotiated with external aftermarket companies to gain approval for repair work.
Rush Truck Center
Service Advisor, Assistant Parts, Office Manager 2003 -2009
Consistently excelled to progress through three positions during tenure.
Scheduled service appointments, created service workorders, built and sold service estimates. Advised customers of workorder status and cost of workorder repairs.
Assisted customers with part counter sales and processing of returns.
Managed parts dept inventory control to ensure inventory budget was in line with company goals.
Answered and forwarded calls for all of parts, service and sales depts.
Timely processed all accounts payable/receivable.
Weekly managed payroll for 50+ employees along with approving/scheduling time off requests.
Daily reconciled all cash/credit card transactions for both parts and service.
Warranty Claims Processing
Reconcile Dept Expenses
5S Audit / Safety Meetings
Business Management System
Additional job history and personal references furnished by request.