Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

JOANNE Sefton

Langwarrin,vic

Summary

Diligent with solid background in providing exceptional customer service and resolving issues efficiently. Proven track record of enhancing customer satisfaction and maintaining high retention rates. Demonstrated expertise in active listening and problem-solving to ensure positive customer experiences.

Professional with extensive experience in customer service, prepared to excel in customer-centric role. Skilled in resolving issues, ensuring customer satisfaction, and maintaining high standards. Strong focus on teamwork, adaptability, and achieving results. Reliable and flexible, with excellent communication and problem-solving skills.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Customer Care Advisor

CARe Automotive
07.2024 - Current
  • Developed strong rapport with customers, fostering loyalty and repeat business.
  • Delivered comprehensive product demonstrations during sales calls or virtual meetings.
  • Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences.
  • Worked closely with other departments to resolve complex issues quickly and effectively.
  • Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
  • Managed high call volume while maintaining professional demeanor and excellent service quality.
  • Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.
  • Responded to customer needs through competent customer service and prompt problem-solving.

S E N I O R ( 2 I C ) S E R V I C E A D V I S O R

Berwick Motor Group
02.2023 - 06.2024
  • Handled telephone inquiries to schedule appointments and update customers on in-progress work
  • Communicated with parts department to order needed components, following up until delivery
  • Entered customer service information into Titan Software to establish, track and close out work orders
  • Participated in ongoing service training programs to enhance technical skills and customer service best practices
  • Recommended initiatives to improve customer service standards and internal work procedures
  • Helped customers choose optimal services based on preferences, needs and budget limitations
  • Daily banking - closing off the eftpos and daily batch
  • Completed the Repair orders for the following day printing out the VIP sheets to check all recalls are completed or need to be completed.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.

S E N I O R S E R V I C E A D V I S O R

Brighton Jeep
10.2022 - 02.2023
  • Consulted with customers to understand repairs needs and provide accurate quotes
  • Helped customers choose optimal services based on preferences, needs and budget limitations
  • Recommended initiatives to improve customer service standards and internal work procedures
  • Participated in ongoing service training programs to enhance technical skills and customer service best practices
  • Handled telephone inquiries to schedule appointments and update customers on in-progress work
  • Compiled the repair orders for the following day, making sure all recalls are noted and paperwork is correct
  • Trained new staff on the processes.
  • Provided customer service and advice to clients regarding vehicle maintenance and repair.
  • Conducted detailed inspections of vehicles to identify potential issues or safety hazards.
  • Developed strong relationships with clients, resulting in increased repeat business and referrals.

W A R R A N T Y G R O U P C O O R D I N A T O R

Freeway Motor Group
07.2021 - 10.2022
  • Specialized in meeting client needs in a timely manner while effectively communicating with auto technicians and using industry-specific computer programs to track customer activity
  • Skillfully providing customer service, explaining the Technician's recommendations to customers in easy-to-understand language and suggesting up-sell opportunities to keep the customer's vehicle safe
  • Process warranty claims for a wide range and make and models of vehicles
  • Collection of appropriate information for warranty claims and ensure claims are submitted within time frames stipulated by the manufacturer
  • Liaise with vehicle manufactures, technicians and management team
  • Follow up on warranty claims on awaiting approval First class customer service and efficient communication with clients and stakeholders to address enquires and resolve issues.

S E R V I C E A D V I S O R

Jefferson Group
02.2021 - 06.2021
  • Staff cut back due to Covid
  • Booking customer appointments in person and over the phone using Era and Era Link programs
  • Consistently met company targets, including Dollar per Repair Order and Customer Service Index targets
  • I was also very successful at up-selling at service appointments
  • Efficient communication with workshop technicians, workshop and service managers
  • Costing Repair Orders for customers and explaining in detail the work carried out.

C U S T O M E R S E R V I C E A S S I S T A N T

Auto Parts Group, GAP
08.2020 - 02.2021
  • Administration duties including answering incoming calls and taking part orders
  • Effectively liaised between warehouse and drivers to ensure timely delivery of parts and products
  • Successfully reached KPI's assisting the company to achieve key business objectives.
  • Developed strong relationships with customers, establishing trust and loyalty through attentive service.

S E R V I C E A D V I S O R

Wignall Ford/Nissan/Mitsubishi
09.2018 - 04.2020
  • Arrangement of all new vehicle deliveries
  • Coordination of over 200 cars per month
  • Raising Work and Purchase orders for sublet suppliers
  • Communicate with sales staff on progress of new cars orders
  • Effectively managed staff to ensure customer requirements were delivered at a high standard and in a professional manner
  • Management of the automotive detailing department
  • Allocating daily work schedules to pre-delivery technicians, ensuring delivery time frames were met
  • Communication with customers on new cars status to ensure a positive customer experience and maintain a highly professional standard of customer service
  • Teamwork and communication with all departments including, Pre-Delivery, Finance and Aftermarket.
  • Maintained high customer satisfaction standards to meet or exceed targets.

D E L I V E R Y C O O R D I N A T O R

Brighton Mazda
01.2017 - 09.2018
  • Arrangement of all new vehicle deliveries
  • Coordination of over 200 cars per month
  • Raising Work and Purchase orders for sublet suppliers
  • Communicate with sales staff on progress of new cars orders
  • Effectively managed staff to ensure customer requirements were delivered at a high standard and in a professional manner
  • Management of the automotive detailing department
  • Allocating daily work schedules to pre-delivery technicians, ensuring delivery timeframes were met
  • Communication with customers on new cars status to ensure a positive customer experience and maintain a highly professional standard of customer service
  • Teamwork and communication with all departments including, Pre-Delivery, Finance and Aftermarket.
  • Organized delivery schedules and routes to ensure timely arrival of goods.
  • Monitored stock levels and placed orders when necessary.

B U S I N E S S M A N A G E R

Geelong Mazda
02.2016 - 12.2016
  • Quotation of automotive finance, entering applications into Toyota finance system and preparation for settlement
  • Quotation of automotive insurance, comprehensive car insurance and all other aspects of loan insurance
  • Full accreditation with Toyota Financial Services, ERIC and SWANN insurance systems.

W A R R A N T Y A D V I S O R

Maxitrans
07.2013 - 02.2016
  • Solely managed the National Department, measuring all damage occurring to new vehicles in transit had been claimed through the appropriate manufacturer
  • Organised payment processes and data entry into internal management system
  • Ran the department efficiently to obtain maximum revenue for the company
  • Handled 16 different manufacturers, with individual warranty software programs
  • Input campaigns and preservations; monthly in excess of 1000 claims and up to 2000 preservations and campaigns
  • Active participant of the OHS committee with extensive fire equipment and usage of extinguisher training.
  • Understood and followed oral and written directions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

N A T I O N A L W A R R A N T Y A D M I N I S T R A T O R

Prixcar Services
05.2010 - 07.2013
  • Solely managed the National Department, mensuring all damage occurring to new vehicles in transit had been claimed through the appropriate manufacturer
  • Organised payment processes and data entry into internal management system
  • Ran the department efficiently to obtain maximum revenue for the company
  • Handled 16 different manufacturers, with individual warranty software programs
  • Input campaigns and preservations; monthly in excess of 1000 claims and up to 2000 preservations and campaigns
  • Active participant of the OHS committee with extensive fire equipment and usage of extinguisher training.

B U S I N E S S O W N E R

Hydrology Point Cook
01.2007 - 01.2010

N E W C A R S T O C K C O N T R O L M A N A G E R

South Yarra Volkswagen
01.2003 - 01.2007

S T O C K C O N T R O L L E R

Frankston Toyota
01.1997 - 01.1999

Education

CERTIFICATE 3 IN AUTOMOTIVE SALES -

NGT

APPOINTMENT OF DELEGATION -

Vic

BANK SETTLEMENT PLAN PROCEDURES -

IATA

ADVANCED CERTIFICATE IN TRAVEL -

Frankston College

Skills

  • Customer relationship management
  • Process improvements
  • Accurate data entry
  • Support customer needs
  • Service excellence
  • Complete work orders
  • Appointment scheduling
  • Complaint handling
  • CRM software
  • Multitasking and organization
  • Time management
  • Inbound customer service
  • Prioritization of tasks

Certification

Full manual car license with all dermit points

Languages

English
Native or Bilingual

Timeline

Customer Care Advisor

CARe Automotive
07.2024 - Current

S E N I O R ( 2 I C ) S E R V I C E A D V I S O R

Berwick Motor Group
02.2023 - 06.2024

S E N I O R S E R V I C E A D V I S O R

Brighton Jeep
10.2022 - 02.2023

W A R R A N T Y G R O U P C O O R D I N A T O R

Freeway Motor Group
07.2021 - 10.2022

S E R V I C E A D V I S O R

Jefferson Group
02.2021 - 06.2021

C U S T O M E R S E R V I C E A S S I S T A N T

Auto Parts Group, GAP
08.2020 - 02.2021

S E R V I C E A D V I S O R

Wignall Ford/Nissan/Mitsubishi
09.2018 - 04.2020

D E L I V E R Y C O O R D I N A T O R

Brighton Mazda
01.2017 - 09.2018

B U S I N E S S M A N A G E R

Geelong Mazda
02.2016 - 12.2016

W A R R A N T Y A D V I S O R

Maxitrans
07.2013 - 02.2016

N A T I O N A L W A R R A N T Y A D M I N I S T R A T O R

Prixcar Services
05.2010 - 07.2013

B U S I N E S S O W N E R

Hydrology Point Cook
01.2007 - 01.2010

N E W C A R S T O C K C O N T R O L M A N A G E R

South Yarra Volkswagen
01.2003 - 01.2007

S T O C K C O N T R O L L E R

Frankston Toyota
01.1997 - 01.1999

APPOINTMENT OF DELEGATION -

Vic

BANK SETTLEMENT PLAN PROCEDURES -

IATA

ADVANCED CERTIFICATE IN TRAVEL -

Frankston College

CERTIFICATE 3 IN AUTOMOTIVE SALES -

NGT

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JOANNE Sefton