Jessica Claire
- , , 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
Summary
Resourceful Automotive Professional gifted in connecting with knowledgeable customers to meet repair needs, drive growth and build retention. Knowledgeable about Foreign and Domestic automobiles and skilled at meeting and exceeding sales targets. Service-oriented and quality-focused with demonstrated success over 20 years of Auto experience.
Skills
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Experience
Customer Service Technician, 10/2007 to 03/2020
Adair Homes – Creswell, OR,
Adair Homes – Creswell, OR,
- Provided in-field telephone, internet and television installation and repair services according to organizational QC standards.
- Offered custom troubleshooting to assist problem resolution and restore service levels.
- Issued product and service recommendations according to specified queries.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Responded to customer questions about products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Listened to client concerns and asked questions to better understand needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Answered customer inquiries with courtesy and accuracy.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Investigated and solved routine, complex and long-standing customer issues each day.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Followed company policies and procedures diligently relating to exchanges and returns.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Listened to customer requests and asked questions to provide effective solutions.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Responded to customer requests for unavailable products and suggested other suitable options.
- Contacted customers to service accounts, address issues and propose new offerings.
- Verified order information against system data to prevent errors.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
- Resolved customer service issues to maintain ideal customer experiences.
- Diagnosed and troubleshot product issues to enhance customer satisfaction and prevent call escalation.
- Recommended improvements to products and services to mitigate complaints.
- Advised customers on optimal selections based on individual requirements and preferences.
- Brought customer issues to immediate attention of supervisor to achieve quick resolutions.
- Scheduled service repair with field technicians to handle complex, site-specific concerns.
- Resolved inquiries to consistently meet performance benchmarks.
Lead Technician, 07/2006 to 10/2007
Tdindustries, Ltd. – Forney, TX,
Tdindustries, Ltd. – Forney, TX,
- Oversaw daily operations, including prioritizing and delegating tasks and assignments and implementing strategies to optimize workflows.
- Completed preventive maintenance to maintain production and equipment in accordance with safety protocols and company policy.
- Managed quality control and maintained high level of customer satisfaction.
- Repaired, upgraded and inspected electronic, electrical and mechanical systems.
- Demonstrated excellent mechanical knowledge of machines and tools, including design, use, repair and maintenance.
- Tested components, assemblies and systems to diagnose problems.
- Fostered relationships with internal and external customers.
- Drove team performance through training, coaching and motivation of line employees.
- Reviewed and interpreted schematics, manuals and related documentation to complete mechanical tasks.
- Validated adherence to best practices, quality standards and customer specifications.
- Installed and maintained control systems and other technical components to complete equipment installations.
- Ran operational tests on systems and equipment to reinforce proper processes and remedy malfunctions.
- Recommended corrective and preventive actions to boost product reliability.
- Completed training on OEM equipment maintenance, occupational safety and heavy equipment operations.
- Inspected fire extinguishers and eye wash stations to identify potential safety violations and implement corrective actions.
Automotive Service Manager, 07/2005 to 06/2006
Ntb – Springfield, VA,
Ntb – Springfield, VA,
- Implemented processes to improve customer satisfaction and retention.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Assigned and scheduled work of auto service staff handling 40+ vehicles per day.
- Hired and trained team to maintain and repair automotive vehicles.
- Delivered positive reinforcement and constructive criticism for employee work efforts.
- Inspected completed work to assess quality and identify skill or ability issues.
- Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
- Established and enforced clear safety policies to protect workers from injury.
- Monitored employee work levels and optimized performance with strategic approaches.
- Coordinated efficient maintenance schedules to keep systems running at peak levels.
- Researched and provided timely resolution to service discrepancies.
- Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel.
- Maintained optimal supply levels to meet expected demands without overreaching budget targets.
- Investigated accidents and injuries, preparing reports on findings.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Area Service Manager, 06/2002 to 07/2005
Fujifilm Diosynth Biotechnologies – In, IN,
Fujifilm Diosynth Biotechnologies – In, IN,
- Supported all sales team members to drive growth and development.
- Trained up to 80 employees in a class room environment on automotive repair procedures and techniques.
- Conducted warranty audits and research for ACDelco and reported on competitors.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Gained market share in new sales performance through aggressive team training.
Education and Training
High School Diploma: , Expected in
Aldine High School - Houston, TX
Aldine High School - Houston, TX
: Electrical, Electronics And Communications Engineering, Expected in
Austin Community College - Austin, TX
Austin Community College - Austin, TX
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Resume Overview
School Attended
- Aldine High School
- Austin Community College
Job Titles Held:
- Customer Service Technician
- Lead Technician
- Automotive Service Manager
- Area Service Manager
Degrees
- High School Diploma
- Some College (No Degree)
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