Customer Service Advisor
Resume:
Victoria Hopper
Rome, NY *****
Work Experience
Repair Center Manager
Runnings of Rome – Rome, NY
July 2024 – June 2025
Oversaw daily operations of the small engine repair center, ensuring efficient workflow and timely completion of repairs.
Managed a team of 2 technicians, providing guidance, training, and performance evaluations.
Increased customer satisfaction ratings by 80% through improved communication and resolution of repair issues.
Developed and maintained relationships with key vendors to ensure parts and supply availability.
Monitored inventory levels and implemented controls to minimize waste and maximize profitability.
Performed quality inspections on completed repairs to ensure industry standard compliance.
Acted as primary contact for escalated customer complaints, ensuring prompt and effective resolution.
Achieved monthly revenue targets by managing labor costs, pricing strategies, and upselling.
Pioneered digital record-keeping for maintenance records across retail and inter-store services.
Evaluated and recommended equipment purchases based on cost-benefit analysis.
Cultivated a collaborative work environment, promoting teamwork and engagement.
Developed and standardized repair procedures, ensuring compliance with safety regulations.
Managed warranty claims, coordinating with manufacturers for timely issue resolution.
Conducted regular team meetings to provide updates and encourage open communication.
Delivered high-level customer service, addressing complex issues with personalized solutions.
Maintained accurate, standards-compliant repair documentation.
Spearheaded efforts for industry certifications, enhancing department credibility.
Tracked KPIs related to labor, turnaround time, and customer satisfaction.
Negotiated with vendors for favorable pricing and discounts on parts and supplies.
Remote Mechanical Claims Adjuster
Insight Global – Remote
May 2024 – July 2024
Ensured warranty claim compliance with policies and regulations.
Collaborated cross-functionally to resolve complex warranty issues.
Processed over 100 warranty claims daily with accuracy.
Worked with finance to ensure accurate reimbursements.
Maintained detailed records of all warranty transactions.
Automotive Service Advisor
Cooper Kia – Yorkville, NY
February 2022 – July 2024
Acted as liaison between customer and mechanic, preparing detailed repair orders.
Provided itemized estimates for required and recommended repairs.
Verified warranty and extended warranty coverage, negotiating for approvals.
Educated customers on consequences of deferring repairs.
Simplified technical repair explanations for customers.
Coded and submitted manufacturer warranty claims.
Closed repair orders with technician-documented work summaries.
Managed technician payroll and timekeeping.
Key Accomplishments:
Sole processor of warranty tire and fuel reimbursement claims.
Assisted with service department financial reporting.
Frequently consulted for Microsoft Office, DealerTrack, and KIA warranty system issues.
Earned multiple customer commendations for professional and respectful communication.
Temporary Documentation Scan Clerk
US Department of Agriculture – Rome, NY
July 2021 – October 2021
Disassembled, scanned, and reassembled USDA records.
Service Consultant
Joe Tahan’s Furniture – Utica, NY
June 2020 – July 2021
Liaison between customers and furniture repair technicians.
Oversaw service calls, dispatched routes, and ordered/received parts.
Key Accomplishments:
Frequently consulted for warranty code and parts identification.
Recognized for empathy and professionalism in sensitive customer situations.
Automotive Service Advisor
Carbone Hyundai – Yorkville, NY
August 2019 – June 2020
Same responsibilities as other advisor roles, focusing on repair order management, customer communication, warranty coding, and technician coordination.
Automotive Service Manager
Steet Ponte Volkswagen – Yorkville, NY
April 2019 – August 2019
Oversaw customer service and repair orders, verified compliance with Volkswagen standards.
Supervised service staff, coordinated training, managed technician payroll.
Handled dispute resolution and warranty code validation.
Automotive Service Dispatcher / Advisor
Carbone Dodge – Yorkville, NY
October 2018 – April 2019
Similar to previous service advisor roles with added dispatcher responsibilities.
Automotive Service Advisor
Cooper KIA – Yorkville, NY
July 2011 – July 2017
Same core responsibilities as other service advisor positions.
Key Accomplishments:
Sole handler of warranty tire and fuel claims.
Assisted with department financial reporting and performance tracking.
Provided internal training and support on Office and dealership software.
Service Consultant
Joe Tahan’s Furniture – Utica, NY
August 2008 – July 2011
Repeated service consultant duties with strong customer communication focus.
Key Accomplishments:
Frequently consulted for warranty code research.
Praised for empathy and clarity in customer interactions.
Automotive Service Dispatcher / Warranty Administrator
Davidson Chevrolet – Rome, NY
September 1995 – August 2007
Promoted from appointment coordinator to dispatcher and warranty administrator.
Delegated jobs, verified documentation, coded warranties, tracked internal jobs.
Created tracking spreadsheets and ensured policy compliance.
Key Accomplishments:
Implemented improved filing and warranty systems.
Developed standardized processes for higher warranty claim success.
Provided department-wide software support.
Education
High School Diploma
Spring Valley High School – Spring Valley, NY (1980–1983)
Skills
Automotive Service & Repair
Warranty Policy & Claims
Customer Service & Dispute Resolution
Service Department Management
Microsoft Office (Word, Excel, Outlook)
CDK, Reynolds & Reynolds, AutoMate, DealerTrack
Parts Procurement & Pricing
Typing & Word Processing
Mechanical Knowledge
Payroll & Timekeeping
Supervisory Experience
Website: www.vickihoppernaileditphotography.com
Licenses
Valid Driver’s License
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