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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 44 years of experience in automotive field. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Hardworking fixed ops specialist accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in automotive standards and best practices.

Skills
  • Debugging
  • Application installations
  • Troubleshooting and diagnostics
  • Technical background
  • Recordkeeping skills
  • Failure resolution
  • Activity planning
Experience
01/2013 to Current Fixed Ops Support Specialist Fleetpride | Birmingham, AL,
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Solved diverse routine and complex problems independently by applying on hand processes.
  • Consistently responded to customer service emails within standard response window.
  • Administered product training to dealership parts and service employees on installs.
  • Provided diverse assistance to incoming calls from dealers with parts and service concerns. Service managers, advisers, part department personnel and cashiers.
  • Assessed Parts and Service issues to determine appropriate troubleshooting methods for remediation.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
02/2011 to 02/2012 Assistant Service Manager Jevs Human Services | New Castle, DE,
  • Collaborated with customers to offer solutions to service needs.
  • Defined department objectives and monitored performance to facilitate operations.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Researched and provided timely resolution to service discrepancies.
  • Monitored employee performance through effective analysis of key metrics.
  • Created employee work schedules to keep shifts properly staffed.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Created written estimates and obtained customer consent to proceed.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Motivated, led and supported employees to maintain low turnover.
  • Informed and educated department employees on changes from management.
  • Forecasted department goals and objectives and enforced deadlines to encourage task progression.
  • Inspected completed work to assess quality and identify skill or ability issues.
04/2009 to 02/2011 Advisor Fleetpride | Bowling Green, KY,
  • Assisted with development of best-in-class solutions for internal and external customers.
  • Applied exceptional skills in communication and conflict-resolution to improve decision-making process.
  • Helped service manager resolve problems by addressing problems analytically and with real-world data.
  • Counseled clients on service matters and provided recommendations on their vehicles. Explore for opportunities, products and services based on client needs and asset availability.
  • Developed and deepened relationships with new and existing clients to advance progress and improve business.
  • Leveraged customer service and consultative sales techniques to exceed sales benchmarks, resulting in increase over expected sales targets.
04/2004 to 04/2009 Assistant Service Manager Nemith Motors | City, STATE,
  • Collaborated with customers to offer solutions to service needs.
  • Defined department objectives and monitored performance to facilitate operations.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Researched and provided timely resolution to service discrepancies.
  • Monitored employee performance through effective analysis of key metrics.
  • Created employee work schedules to keep shifts properly staffed.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Created written estimates and obtained customer consent to proceed.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Managed service department budget and investigated and resolved discrepancies.
  • Motivated, led and supported employees to maintain low turnover.
  • Informed and educated department employees on changes from management.
  • Forecasted department goals and objectives and enforced deadlines to encourage task progression.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
  • Coordinated efficient maintenance schedules to keep systems running at peak levels.
  • Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Education and Training
Expected in 06/1973 High School Diploma | Aviation High School, Long Island City, NY, GPA:
  • Major in Powerplant Technician.
Expected in 06/1977 Certificate | Roberts Automotive Technology, New York, NY, GPA:
  • Major in Automotive Technology
Accomplishments
  • I started in as a technician in 1977 and worked my way up throughout the years. After eight years as a technician I became a service advisor at one of the GM dealer's that I was working at. The dealer sent me to a one week GM College in Miami, Florida. As a service advisor in a Toyota dealership years later, I was given the opportunity to become a service manager at one of the dealerships that my service director at the time was working.
  • Atcon service training for several dealerships that I have worked at.
  • Ran an Auto/Nation service department from the ground up in Pembroke Pines, Fl.
  • In my spare time I took a course in Solar Energy, just to learn about it.
Activities and Honors

Current activities is playing my trumpet.

Going to church.

Going to the shooting range.

Toyota & Nissan ASM Master Advisor.

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Resume Overview

School Attended

  • Aviation High School
  • Roberts Automotive Technology

Job Titles Held:

  • Fixed Ops Support Specialist
  • Assistant Service Manager
  • Advisor
  • Assistant Service Manager

Degrees

  • High School Diploma
  • Certificate

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