Customer Service Advisor / Manager
Resume:
Troy Goldstone
Service Manager
**************@*****.***
My background for the past 20 plus years has been within customer service in the automotive industry. Although the majority of my previous experience has been within the automotive industry, I believe that that my professional profile suits any tech based industry that has the need for a strong customer service and sales team. I have grown my ability to generate sales, defuse volatile client situations, and provide a customer service / satisfaction level that is second to none. Although I have never "turned a wrench, " I believe that as with any industry, product knowledge is the key to success. It is for this reason that I have developed a good understanding of the technical side of today's vehicles. My strong interpersonal skills along with an exceptional understanding of computers have allowed me to train staff In new software and developments as they emerge. My ability to communicate professionally and clearly in both verbal and written mediums allows me to deal with both staff and clients effectively. Customer service has always been a number one priority for me in any position I have held. I believe it to be crucial that you build a team based on Great Customer Service and a great deal of the rest will fall into place on its own. KEY SKILLS AND ABILITIES
• Exceptional interpersonal skills
• Technical knowledge related to today's vehicles
• 20 years customer service experience
• . Experienced in supervising and leading a client services team towards common goals
• Tech savvy in computers. Able to learn new
software quickly and proficiently.
Work Experience
Technical Service Advisor
Transcom World Wide
Answered back to back IOS and
Mac support calls.
Moved to Media Services and
billing as a lateral move again
taking back to back calls for
support.
Self Employed Contractor Autobiz -
June 2013 to August 2020
This was a very diverse roll that included
delivery of more than 300 news papers
in small town and farming properties.
Commercial and family photography
A handful of landing page websites
Creating the material and course outline
as well as leading a training course for
women about the basics of automobile
maintenance and care
Service Manager
Tony's Academy Auto - Winnipeg, MB September 2002 to May 2013
Assisted in the opening of work orders when front counter was busy Booked appointments by phone, email and drop in
Assigned work to technicians and followed through to inspect their findings Quoted customers on work required explaining the complex items in easy to understand Terms allowing the customer to gain a complete understanding of the how and why Arranged shuttle service for customers as needed
Arranged for over flow work orders and vehicles to be sublet to another one of our stores to have work completed when the schedule did not allow for time to complete in house Assisted in the sale of used vehicles
Administered and updated the complete repair and flat rate digital billing and diagnostics system Ordered parts and supplies as needed
Assistant Manager
Midas - Winnipeg, MB
May 2001 to September 2002
Greeted customers at front counter as well as by phone, booking appointments and opening work orders as needed Ordering of parts and office supplies
Completion of both in-bound and out-bound parts transfers to/from other locations Prior Work Experience
Garden Gate Pontiac Appointment Coordinator.
The main objective of this position was to sell the client on maintenance services based on time and mileage at the time of booking the appointment thus freeing some of the service consultants time and allowing them to better build an ongoing personal relationship with each client creating client loyalty and satisfaction. Forte Performance Systems (Maintenance Chemical Supplier) Represented the company in both Manitoba and Saskatchewan selling chemicals and supplies to independent repair facilities as well as dealerships. Focused on maintenance sales and the training of service staff to sell these services.
A Service Advisor with Dan Murray Chev Olds in Oak Bluff is where I started my career. I worked for that location until it was closed and I was transferred to Murray Chev Olds on Waverley in Winnipeg. I have had experience with both ADP as well as Reynolds & Reynolds from my previous employment within the dealership setting.
Education
Business
University of Regina - Regina, SK
Miller Comprehensive High School - Regina, SK
Skills
Keyboarding skills of approximately 45 wpm
General computer and trouble shooting skills
Customer service and sales skills inclusive of de-escalating volatile situations Additional Information
I have completed the Dale Carnegie public speaking course successfully along with a number of other on the job educational courses related to customer service and sales inclusive of proper telephone etiquette, building relationships and influencing the sales process.
Contact this candidate