Customer Service, Sales, Dsta entry, Remote
Resume:
Nancy Zayas
Relocated from New York to Arizona.
631-***-**** ************@*****.***
Automotive Assistant Service Manager
Service Sales Customer Service Service Advice
Staff manager and customer service professional skilled in all aspects of automotive service sales, coordination and implementation. Successfully leads teams in exceeding sales goal expectations. Experienced staff trainer, supervisor, mentor and coach. Instrumental in streamlining and improving processes, enhancing productivity, and ensuring customer satisfaction. Technical proficiency in MS Office (Word, Excel, PowerPoint), WordPerfect and Reynolds & Reynolds.
Service Sales
Team Management
Training & Supervision
Sales Planning /Prospecting
Customer Service
Appointment Setting (X-Time)
New Business Development
Territory Management
Warranty Processing
CRM
Reynolds & Reynolds
Tactful Closer
Client Acquisition Sales Negotiations Relationship Development
Risk Management Operations Administration Team Leader
Customer Relations Marketing Strategies Revenue & Profit Growth
Professional Experience
LEGEND NISSAN, Syosset NY 2016-PRESENT
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Automotive Service Advisor
Supported technicians in communicating needed repairs to customers, upselling existing and new service needs/repairs when applicable. Quickly and effectively solved customer challenges. Maintained quality control and satisfaction records, constantly seeking new ways to improve customer service.
Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into Reynolds & Reynolds service database system.
Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
Maintains automotive records by recording problems and corrective actions planned.
Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
LEXUS OF MASSAPEQUA, Amityville, NY 2012– 2016
Customer Relations Assistant Manager of the Business Developmental Center (BDC), 2012-2015
Ensured customer satisfaction by determining and communicating the best and most efficient repair solutions while upselling services as appropriate. Trained and supervised new employees. Organized daily service appointments using X-Time appointment setting program.
Contacted each customer via phone or email for next day service appointment and state required inspection expiration reminders.
Used Reynolds & Reynolds automotive dealer support system to aid in providing complete customer service.
Lead through example with consistent work ethic and professionalism, while performing sales presentations, overseeing business development functions, and both managing and leveraging key business relationships
Perform needs-based analyses and situational assessments for clients to position most appropriate products and services, generating increased revenue through improved close ratios
Collaborate in all phases of strategic planning with senior-level management and customers, including cost budgeting, pricing strategies, vendor negotiations, revenue projections, and industry competition
Provide continuous assessment of key markets and potential clients, while furnishing oversight and guidance regarding effective business acquisition strategies, prospecting techniques, client service, pricing, and market trends
Identify and utilize talent among team members with focused training, targeted professional recruitment, and the promotion of a performance-based entrepreneurial environment that leverages individual talents for group benefit
Install support staff to aid in effective sales, marketing, and client service operations, delegating important tasks and assignments while providing timely follow-up to ensure task completion
Address key client queries and resolve them in an expedited manner, promoting sustained revenue growth through client retention, word-of-mouth marketing, and the leveraging of cross-sales opportunities
Created and implemented marketing and sales strategies and promotional programs, while tracking progress versus established internal and external industry benchmarks with a focus on revenue generation, cost control, networking, and staff success
Develop and maintain a strong working knowledge of respective products/services and related marketplaces, including pricing and regulatory trends, customer demands, competitor strategies, and industry developments
Collaborate effectively with all relevant parties, conveying information in a clear and concise manner while listening effectively to critical input, critiques, suggestions, and guidance
Act as a liaison between clients, vendors, sales and support staff, and executive management
Automotive Service Consultant/Customer Service Representative 2014 – 2014
Supported technicians in communicating needed repairs to customers, upselling existing and new service needs/repairs when applicable. Quickly and effectively solved customer challenges. Maintained quality control and satisfaction records, constantly seeking new ways to improve customer service.
Ascertained automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into Reynolds & Reynolds service database system.
Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
Maintains automotive records by recording problems and corrective actions planned.
Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
SMITHTOWN SAAB VOLKSWAGEN, Smithtown, NY 2004 – 2011
Master Automotive Service Consultant/Customer Service Representative
Served as front line service coordinator, communicating technician inspection results and service needs to customers and upselling as appropriate.
Achieved Master Automotive Service Consultant distinction- 2010.
Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into Reynolds & Reynolds service database system.
Maintained customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
Maintained automotive records by recording problems and corrective actions planned.
Updated job knowledge by participating in educational opportunities; reading manufacturers' publications.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
SMITHTOWN FORD, Smithtown, NY 2002 – 2004
Automotive Service Consultant/Customer Service Representative
Provided front-line customer service and technician support by advising customers of needed repairs and service and associated costs and scheduling. Managed incoming phone call information requests and outgoing calls for appointment setting and reminders. Surveyed customers post service to ascertain satisfaction and steps needed to improve service.
Used Reynolds & Reynolds to aid in efficiently managing customer service needs. Coordinated insurance claim and warranty service estimates and payment processing.
LEE SOUTHAMPTON BUICK PONTIAC GMC, Southampton, NY 2000 – 2002
Automotive Service Consultant/Customer Service Representative
Provided customer service, repair advice, and repair and service scheduling and sales. Managed incoming and outgoing calls for appointments and reminders. Coordinated warranty and insurance repairs and claims, providing cost estimates as needed. Coordinated customer transportation to and from dealership. Processed payments.
Checked-in vehicles for new car sales.
Oversaw customer post-service surveys.
Education & Credentials
Court Reporting, Long Island Business Institute, Commack, NY
Katherine Gibbs Business School, Melville, NY
All cars lines that I have had the pleasure of working with during my 25 year career in Service
Mazda
Lexus
Volkswagen
Audi
Porsche
Saab
Toyota
Buick
Pontiac
GMC
Ford
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