Service Manager Advisor
Resume:
Yami Villamia
Brooklyn, MD *****
*********@*****.***
Work Experience
Automotive Service Advisor
KOONS OF SILVER SPRING-Silver Spring, MD
September 2024 to Present
Assistant Service Manager
Ourisman Chevy of Baltimore-Baltimore, MD
July 2024 to Present
• Greet customers promptly & professionally
• Obtain customer and vehicle information
• Clearly report all vehicle symptoms as described by the customer
• Determine and recommend needed maintenance based on age, mileage, and history of the vehicle
• Prepare a complete and accurate estimate of cost for labor and parts
• Monitor the progress of customer vehicles throughout the day & communicating with customers about vehicle status via email, phone & text
• Verify that the final invoice reconciles with the work performed on the repair order
• Explain all completed work and charges to customers
• Maintain exceptional customer service & CSI scores. Service Advisor
Koons Ford of Baltimore-Baltimore, MD
February 2024 to July 2024
• Greet customers promptly & professionally
• Obtain customer and vehicle information
• Report all vehicle symptoms as described by the customer
• Determine and recommend needed maintenance based on age, mileage, and history of the vehicle
• Prepare a complete and accurate estimate of the cost of labor and parts
• Monitor the progress of customer vehicles throughout the day & communicate with customers about vehicle status via email, phone & text
• Verify that the final invoice reconciles with the work performed on the repair order
• Explain all completed work and charges to customers
• Maintain exceptional customer service & CSI scores. Assistant Service Manager
BOB BELL AUTOMOTIVE-Baltimore, MD
September 2023 to February 2024
• Greet customers promptly
• Obtain customer and vehicle information
• Clearly report all vehicle symptoms as described by the customer
• Determine and recommend needed maintenance base on age, mileage and history of vehicle
• Prepare a complete and accurate estimate of cost for labor and parts
• Establish follow up time
• Monitor the progress of each vehicle throughout the day, and updating customers frequently
• Verify that the final invoice reconciles with the work performed on the repair order
• Explain all completed work and charges to customers Assistant Service Manager
Eurosport-Davidsonville, MD
April 2023 to August 2023
• A privately owned European and exotic repair shop
• Must be capable and motivated to Run an efficient and profitable service department
• Sales
• Appointments
• Customer retention
• Customer Satisfaction
• Customer follow-ups.
• Cost controls
• Achievement of objectives
• Maintenance of all service records
• Ensures that the daily inventory of technicians' time is consistently sold to service customers.
• Daily housekeeping
Assistant Service Manager
Ourisman Chrysler Jeep and Dodge-Clarksville, MD
December 2021 to April 2023
• Greet clients, review repair history, and make appropriate service recommendations.
• Properly document repair orders and obtain required signatures and authorization for repairs.
• Clearly communicates to technicians and management client's needs.
• Attends service department meetings.
• Strives for harmony and teamwork within the department and with all other departments.
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Monitors and follows up on parts orders with the parts manager to ensure availability. Business Development Coordinator/ Internet Director Ourisman Honda of Laurel-Laurel, MD
January 2020 to December 2021
• Set, confirm, and prepare for appointments with customers
• Meet or exceed targeted sales goals & the targeted customer satisfaction index
• Greet customers in a friendly manner when they arrive
• Use a consultative selling process to assist customers in planning for vehicle purchase
• Communicate frequently with sales consultants to ensure timely completion of work
• Follow up and coordinate the use of 20+ computer systems and social media pages
• Follow up with customers to ensure satisfaction
• Gain superior product knowledge to effectively help customers
• Provide an exceptional customer experience to drive loyalty Assistant Service Manager
AAA Club Alliance-Rockville, MD
July 2017 to November 2019
• Customer service representative, recommend maintenance, and repairs. Order parts, maintain inventory, and reorder stock items.
• Set, confirm, and prepare for appointments with customers so they can have a great service experience
• Meet or exceed targeted sales goals & the targeted customer satisfaction index Greet customers in a friendly manner when they arrive
• Determine vehicle needs based on customer information and a vehicle walk-around, inspections, and test drives
• Use a consultative selling process to assist customers in planning for ongoing required maintenance of their vehicle
• Produce repair orders for customers, including cost and time estimates, with full transparency
• Communicate frequently with technicians and parts associates to ensure timely completion of work
• Follow up with customers on the status of their vehicle, based on how the customer wants to be informed
• Follow up with customers to ensure satisfaction
• Gain superior product knowledge to effectively help customers
• Provide an exceptional customer experience to drive loyalty
• YTD 87% Customer Satisfaction Surveys. PowerPoint, Excel, and Word proficient.
• Top 5 in sales and surveys company-wide, took a role in training new employees. Education
Bachelor's degree in Information Technology
Strayer University-Maryland - Remote
July 2022 to Present
Associate's degree in Automotive Technology
Lincoln College of Technology-Columbia - Columbia, MD October 2013 to June 2016
Skills
• Customer retention
• Bilingual
• Reynolds and Reynolds
• American Sign Language
• Customer service
• Microsoft Office
• CDK
• Dealership experience
• Auto Estimating
• Spanish
• Business development
• Mopar Certified Advisor
• Sales
Certifications and Licenses
Mopar level 3 certified service advisor
January 2022 to Present
Just have new classes added every year
Ford Certified Advisor
Lincoln Certified Advisor
January 2025 to January 2026
Nissan Certified service advisor
December 2023 to December 2024
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