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SERVICE ADVISER Resume Example

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SERVICE ADVISER
Summary
 Seasoned customer service specialist with background in providing advice on diverse customer situations.
Highlights
  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Focused on customer satisfaction
Accomplishments
Improved customer retention in all previous jobs held along with better employee retention.
Experience
SERVICE ADVISER
September 2015 to March 2016 General RV － Draper, UT
Monitored programs to maximize customer satisfaction and manage on-site customer service of the department
Addressed negative customer feedback immediately.
Effectively communicated with team members to maintain clearly defined expectations.
Resolved customer questions, issues and complaints.
SERVICE SUPERVISOR
September 2013 to October 2015 Penske Truck Leasing － Salt Lake City, UT
Supervise technicians to meet daily/weekly customer and sub-deadline maintenance goals.
Kept customer's equipment serviced and operational.
Ensure ready line excellence to all rental vehicles.
coordinate and track breakdowns and major repairs with venders.
Created purchase orders to order parts and receive into inventory.
Create and review jobs for proper billing.
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SERVICE SUPPORT (Jenbacher Generators)
July 2011 to September 2013 Smith Power Products － Salt Lake City, UT
Organized service activities and schedule technicians to service customer's needs.
Scheduled travel of technicians with parts/tools within North America.
Build customer relations by quoting, negotiating, and monitoring repairs to meet customer satisfaction.
Grew customer service by preparing planned maintenance contracts for equipment based on hourly intervals per the manufacture's specifications, customized to the customer's needs.
Work with the Service Manager to increase productivity and improve customer by creating new reporting activities for work in progress.
Monitor repairs and warranty cases to ensure proper reporting, resolution, and billing.
SERVICE MANAGER
November 1993 to June 2011 Cummins Rocky Mt/Power South － Avondale, AZ
  • Experienced service manager, with expertise in project management, operations, human resources, sales and marketing, in industrial backup power generation for hospitals and recreational vehicles.
  • Grows new business and increases sales by developing and implementing marketing, dealer development and cost reduction strategies, through trade shows and enhanced process integration procedures.
  • Sustains existing client base, expanding product presence and achieving strong repeat business by building relationships and enhancing customer satisfaction through extensive hand-holding, attentiveness and support.
  • Responsible for scheduling, implementing and updating monthly planned maintenance and inspection for over 750 pieces of equipment with over 2500 service events, recommending repairs for operational readiness.
  • Achieved greater efficiency in tracking, managing and controlling customer equipment status by improving reconciliation processes between parts and service departments.
  • Spearheaded parts inventory for the Service Center, responsible for verifying all inventory counts and generating a variance report noting all discrepancies.
  • Hires, trains, motivates and supervises staff, building team effort, conducting performance reviews, offering suggestions for greater focus and accountability to ensure greater productivity and achievement of goals.
  • Schedules trainings for staff to ensure that technical levels for professional growth are satisfactorily met.
  • Received several Meritorious Awards for excellence in job and leadership performance.
Education
Diploma : 1981 Mount Pleasant High School － Mount Pleasant, MI
SPECIALIZED TRAININGS Customer Service Excellence Training 2011 Six Sigma Project: Customer Service Management 2008 Six Sigma Project: Repair Event Cycle Time, Field Service Repairs 2008 Six Sigma Project: Repair Event Cycle Time, In-Shop 2007 Six Sigma Project: Project Management 2006 - 2007 Managing Customer Service 2005 Warrantee Training 2001 Marine Corps Integrated Maintenance Management Systems 1989 Leadership Training Program : 1989
Personal Information
Principled, high level of integrity, dedicated, loyal, dependable, hard-working, strong work ethic Experienced, hands-on, highly motivated, and proactive Leadership, training, team-building, motivating, coaching and talent-developing competencies Enthusiastic, driven, personable, great people skills, effective communicator, wins loyalty Thinks on feet, strong crisis mitigation, conflict resolution and creative problem solving expertise Competent, decisive, level-headed, versatile, works well within budgetary and time constraints Loves a challenge, thrives under pressure, strong commitment to high-quality performance Goal-oriented, results-driven, customer-focused, multi-tasking, goes the extra mile
Skills
Billing, contracts, cost reduction. Customer Service, focus, human resources, inspection, inventory,  Leadership Training, Managing, marketing, Works, negotiating, performance reviews, presenting, processes. Project Management, quality control, reporting, sales, scheduling, shipping, Six Sigma, answer phones, trade shows, Schedule travel
Additional Information
  • SERVICE MANAGER Principled, high level of integrity, dedicated, loyal, dependable, hard-working, strong work ethic Experienced, hands-on, highly motivated, and proactive Leadership, training, team-building, motivating, coaching and talent-developing competencies Enthusiastic, driven, personable, great people skills, effective communicator, wins loyalty Thinks on feet, strong crisis mitigation, conflict resolution and creative problem solving expertise Competent, decisive, level-headed, versatile, works well within budgetary and time constraints Loves a challenge, thrives under pressure, strong commitment to high-quality performance Goal-oriented, results-driven, customer-focused, multi-tasking, goes the extra mile
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Resume Overview

Companies Worked For:

  • General RV
  • Penske Truck Leasing
  • Smith Power Products
  • Cummins Rocky Mt/Power South

School Attended

  • Mount Pleasant High School

Job Titles Held:

  • SERVICE ADVISER
  • SERVICE SUPERVISOR
  • SERVICE SUPPORT (Jenbacher Generators)
  • SERVICE MANAGER

Degrees

  • Diploma : 1981
    SPECIALIZED TRAININGS Customer Service Excellence Training 2011 Six Sigma Project: Customer Service Management 2008 Six Sigma Project: Repair Event Cycle Time, Field Service Repairs 2008 Six Sigma Project: Repair Event Cycle Time, In-Shop 2007 Six Sigma Project: Project Management 2006 - 2007 Managing Customer Service 2005 Warrantee Training 2001 Marine Corps Integrated Maintenance Management Systems 1989 Leadership Training Program : 1989

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