Emma Fulmer
Nollamara,WA
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
World class customer service and exceptional customer retention.
Overview
18
18
years of professional experience
Work History
Senior Service Advisor
Clarkson Hyundai
05.2019 - 04.2023
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Developed estimates by costing materials, supplies, and labor.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Explained estimates and determined repair timelines to manage customer expectations.
- Retained accurate records of purchases, titles and sales.
Senior Service Advisor
Easy Auto 123
01.2016 - 11.2017
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Interpreted diagnostic results to provide accurate repair recommendations.
Service Advisor
Barbagallo Prestige Motors
04.2005 - 12.2016
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Developed process improvements to enhance overall delivery of service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Tom Price Senior High School
Tom Price, WA12.2003
Skills
- Quality Control
- ERA Power Software
- Technical Support
- Data Entry
- Clerical Support
- Customer Retention
- Customer Service
Additional Information
References
Richard Dobson - Barbagallo Service Operations Manager -
Emanuel Pavone - Barbagallo Presite Service manager -
Jonathan Catterson - Barbagallo Parts Manager - 0498531077
Timeline
Senior Service Advisor
Clarkson Hyundai
05.2019 - 04.2023
Senior Service Advisor
Easy Auto 123
01.2016 - 11.2017
Service Advisor
Barbagallo Prestige Motors
04.2005 - 12.2016
High School Diploma -
Tom Price Senior High School
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