Customer Service Library Page
Resume:
**** **** **** ******, *** Bernardino, CA *****
**********@*****.***
Eric W. Martinez
Objective:
My career goal is to obtain a position utilizing my skills and training. I have many on-the-job learned skills; such as, managing employees, inventory controls, HR relations and managing for employees, great customer service techniques, advanced automotive knowledge, and basic warehouse functions and duties.
Certifications:
A.S.E. C1 (service writing consultant) and P2 (parts specialist)
Experience:
April 2022 - March 2023 - Star Smog Pros - Loma Linda, CA - Service Advisor
Create a plan to build csi scores
Work with new and existing customers to build rapport
Create repair orders
Communicate with customers during service visit
Build estimates based on technician recommendations
Upsell built estimates
Order parts/maintain inventory
Translate/transcribe technician notes onto final invoice
Close/cashier/post repair orders
Conduct service follow ups.
July 2021- March 2021 - Carpros Volkswagen San Bernardino San Bernardino, CA
Service Advisor
Create repair orders for customer vehicles
Up sell and suggest any recommended services
Labor code and warranty labor operations, and enter information into Reynolds Ignite system
Ensure proper repair order documentation with cause and corrections found and performed by technician
Help with technician needs and concerns (diagnosing, labor time confusion, warranteed parts)
Perform active delivery with customer to ensure complete customer service
October 2019 - July 2021 - Amazon - Rialto, CA
Warehouse Associate -
Organize and stack products to build walls inside shipment container
Wrap pallets for movement inside warehouse and for shipment to other Amazon warehouses
Ensure conveyor belts are cleared of jams and products moved in a timely manner
Utilize stand up forklift/cherry picker
Inventory cycle counts
Receive orders, pull products and prepare for packing/shipping
January 2019 - September 2019 - Moss Bros Chrysler Dodge Jeep Ram – Moreno Valley, CA
Service Advisor
Create repair orders for customer vehicles
Up sell and suggest any recommended services
Labor code and warranty labor operations, and enter information into Reynolds Ignite system
Ensure proper repair order documentation with cause and corrections found and performed by technician
Help with technician needs and concerns (diagnosing, labor time confusion, warranteed parts)
Perform active delivery with customer to ensure complete customer service
September 2018 – December 2018 – Cardinale Way Volkswagen – Corona, CA
Service Advisor
Created repair orders for customer vehicles
Up sell and suggest any recommended services
Labor code and warranty labor operations, and enter information into Reynolds system
Ordered parts from various vendors for vehicles
Filled in repair order with cause and corrections found and performed by technician
Helped with technician needs and concerns (diagnosing, labor time confusion, warranted parts)
Performed active delivery with customer to ensure complete customer service
Performed daily call backs to ensure customers stay satisfied with services
Performed all porter-type duties to include clearing the drive, pulling customer vehicles to the drive for delivery, etc.
September 2017 – May 2018 – Riverside Mazda- Riverside, CA - Parts Clerk
Order parts using Mazda electronic parts catalog
Use Reynolds/Ignite System to enter or look for customer information
Physically pull parts to fill order; preparing orders for delivery or pickup
Create invoices for orders
Handle returns items to produce credit memo and re-stock parts
Physically take inventory of parts/bins
August 2011 –September 2017 – Riverside Mazda/Hyundai – Riverside, CA Service Advisor / Assistant Service Manager
(Note: I was originally hired in August 2011 when Riverside Mazda/Hyundai was under the same ownership and in the same location. In July 2012 Hyundai moved to a new building -still under the same combined ownership with Mazda. I was selected to remain at the Mazda dealership when the split in locations occurred.)
Create repair orders for customer vehicles
Up sell and suggest any recommended services
Labor code and warranty labor operations, and enter information into Reynolds/Ignite system
Order parts from various vendors for vehicles
Ensure customers are given total customer service
Fill in repair order with cause and corrections found and performed by technician
Help with technician needs and concerns (diagnosing, labor time confusion, warranteed parts)
Perform active delivery with customer to ensure complete customer service
Perform daily call backs to ensure customers stay satisfied with services
August 2010 – March 2011 - Victorville Hyundai – Victorville, CA
Service Advisor
Create repair orders for customer vehicles
Up sell and suggest any recommended services
Labor code and warranty labor operations, and enter information into ADAM system
Order parts from various vendors for vehicles
Ensure customers are given total customer service
Fill in repair order with cause and corrections found and performed by technician
Help with technician needs and concerns (diagnosing, labor time confusion, warranteed parts)
Perform active delivery with customer to ensure complete customer service
Perform daily call backs to ensure customers stay satisfied with services
July 2010 - August 2010 -Valvoline Instant Oil Change - Victorville, CA
Assistant Service Manager
Supervise all shop employees to ensure safe and proper work techniques are being used
Write repair orders for customer vehicles
Perform repairs or maintenance on customers vehicles.(oil changes, transmission oil changes, coolant flushes, power steering fluid exchanges, brake fluid exchanges, replace brakes, simple diagnostics and repairs)
Inspect vehicles to ensure proper maintenance has been maintained or sell service to customer if needed
Open and close the store. Ensuring all paperwork and files are completed
Close work orders, and cash out customers
Handle any and all customer concerns or complaints
Daily inventory counts (performed and entered by me)
April 2010-July 2010 - The Tire Zone - Colton, CA
Service Adviser
Write/sell/invoice customers repair orders
Up selling with confidence and correct knowledge to obtain customers trust
Use Mitchell on Demand repair order process
Outside purchase parts from various vendors
Cashing out customers invoices with all tender types. (cash, check, credit, or debit, as well as new credit applications
Social Network Specialist and advertising
Increased customer traffic with internet networking
Put new safety policy and procedures in place
August 2005-April 2010 - Pep Boys - Redlands & San Bernardino, CA
Assistant Service Manager/Tire Manager
Write/sell/invoice customers repair orders
Up selling with confidence and correct knowledge to obtain customers trust
Ability to use ShopX system to write repair orders and sell maintenance items
Used Mitchell on Demand for labor repair times, and for maintenance intervals
Outside purchase parts from various vendors
Cashing our customers invoices with all tender types. (cash, check, credit, or debit as well as new credit applications)
Sold almost $1,000,000 as a service adviser for the Redlands store
Maintained an hourly sales average of almost $300
Maintained a customer satisfaction score above company average
Trained all associates on strategies for tire sales and maintenance
Daily checking of profit levels. Cost of business vs. sales was always maintained and tracked. (P&L reports) * In charge of all tire duties. Including; Ordering, receiving, shipping (bill of lading procedures), proper quantity on hand auditing, sales, presentation, & training on sales
General cleanup of desk and shop were always overseen and maintained by me (service desk, waiting area, shop desk, service bays, oil/compressor room, and bathrooms were mopped, dusted and cleaned or maintained properly)
August 2002-August 2005 - AutoZone - San Bernardino, CA
Parts Sales Manager
Ability to look up parts using Znet
Enter customer information into Znet system for nationwide warranty
Ability to look up customer in Znet for nationwide warranty
Cash out customers with all tender types. (cash, check, credit, and debit)
Stocked shelves to ensure proper quantity on hand
Cycle audit sections of the store on a regular basis using an RF scanner
Hired, and trained new employees
Maintained a 4-star average in sales. (ability to sell complete maintenance solutions to customers)
Worked in various stores to help increase sales and train employees
Load and unload delivery trucks using electric and manual pallet jacks
Picked and pulled orders for delivery drivers
Take orders from satellite stores to ensure proper delivery
Dispatched drivers on satellite store deliveries
Shrink wrap returns, and pallet stacks for distribution center returns
January 2001- September 2002 - San Bernardino Public Library - San Bernardino, CA Library Page
Check in and check out books to patrons
Able to look up items in electronic and card catalogs using Dewey Decimal System
Answered questions, and assisted patrons where needed
Shelve books, in proper order
Organized and ran a weekly children arts and craft project
Received money from patrons to process new library cards and pay fines
Education:
1998-2002 San Bernardino High School San Bernardino, CA
General Education & Graduated with Honors
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