Customer-Focused Professional, management, Administrative specialist
Resume:
Lori Hamilton
Dumfries, VA *****
************@***.***
Professional Summary
Enthusiastic and customer-focused individual with a passion for the automotive industry, seeking a position to utilize my strong communication skills and technical RECOMMENDING
Work Experience
Administrative Support Specialist II
Northern Virginia Community College-Annandale, VA
January 2025 to Present
• Keep all other campuses updated on fleet needs.
• Keep campus fleet up and running
• Request parking permits for contractors and vendors Lead advisor/Warranty Administrator
JOHNSON TRUCK SERVICE, LLC.-Manassas, VA
September 2014 to July 2024
COMMUNICATING
WITH TECHNICIANS
• Advises customers about necessary service for routine maintenance. Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs. Prepares a repair order showing time, cost and labor estimates for service. Service Advisor
FLEET MANAGEMENT, CUSTOMER SATISFACTION, K. Neal Truck & Bus Center K. Neal International Trucks, Inc.
June 2013 to September 2014
Customer Satisfaction Research, Claims Processing Automotive Service Advisor
BILL BRTT MAZD. Inc.
January 2012 to December 2013
MANAGING CUSTOM-
ER COMPLAINTS
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem. Explains the work performed and the repair order charges to the customer.
• Handles customer complaints. Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible. Greets customers in a timely, friendly manner and obtains vehicle information.
FOLLOWING UP WITH
CUSTOMERS
Test drives the vehicle with customer as needed to confirm the problem or refer to test technician. Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications. Provides a complete and accurate written cost estimate for labor and parts.
Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy. Establishes customer's meth- od of payment. Obtains credit approval, if necessary. Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the esti- mate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed. Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate. Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up to date. Implements a quality control pro- cess to eliminate comebacks. Maintains high customer satisfaction standards. Handles telephone inquiries regarding appointments and work in process.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly. Keeps service department forms, menus and pricing guides up to date.
• Implements a quality control process to eliminate comebacks. Maintains high customer satisfaction stand- ards. Handles telephone inquiries regarding appointments and work in process. Education
High school diploma or GED
Skills
• Front desk
• Management
• Mentoring
• Account Reconciliation
• Auto service management
• Clerical experience
• Administrative experience
• Leadership
• Employee relations
• Computer operation
• Dispatching
• Typing
• Working in the automotive repair industry
• Transmissions
• Microsoft Access
• Financial Report Writing
• Data entry in Excel
• Appointment scheduling
• Inventory management
• Google Docs
• Automotive repair
• Organizational skills
• Administrative tasks
• Account management
• Automotive service
• Dealership experience
• Customer service
• Automotive repair shop experience
• Microsoft Office
• Human resources
• Service writing
• Google Drive
• Microsoft Outlook Calendar
• Attention to detail
• Office Management
• Time management
• Phone etiquette
• Retail management
• Client relationship development
• Word processing
• Accounts Payable
• Event planning
• Windows
• Microsoft Excel
• Communication skills
• Automotive warranties
• Microsoft Powerpoint
• Office experience
• Microsoft Teams
• Client rapport building
• knowledge to enhance customer satisfaction and contribute to the dealership's success.
• Microsoft Outlook
• Hospitality
• Calendar management
• Automotive industry regulations
• Filing
• Computer skills
• Supervising experience
• Customer support
• Microsoft Word
• Adaptability
• Conflict management
• Data entry
• Interviewing
• Team management
• Zoom
• Automotive diagnostics
• Auto Estimating
Languages
• English
Certifications and Licenses
Driver's License
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