Kristy Williams
Melbourne,VIC
Summary
Proven in enhancing customer satisfaction and exceeding revenue targets, my tenure at Alan Mance Mitsubishi showcased my expertise in vehicle diagnostics and maintenance advice, alongside a strong work ethic. Skilled in complaint resolution and maintaining high service standards, I effectively boosted client retention and workshop efficiency.
Overview
3
3
years of professional experience
Work History
Automotive Service Advisor
Alan Mance Mitsubishi
03.2023 - 05.2024
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
- Answered questions and provided information about Area of expertise.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Maintained awareness of vehicle market trends to assess customer demands and budgets.
- Retained accurate records of purchases, titles and sales.
- Analyzed vehicle data using advanced diagnostic equipment.
- Read and followed technical documentation to complete accurate repairs.
Service Receptionist
West Point Ford
12.2022 - 12.2023
- Supported sales team members by providing information about available products and services upon customers'' request.
- Enhanced workplace organization by maintaining a clean and presentable reception area.
- Maximized client retention rates by addressing concerns proactively and offering potential solutions when necessary.
- Streamlined appointment scheduling and check-in processes for improved workflow efficiency.
- Resolved customer issues promptly, resulting in increased client satisfaction rates.
- Maintained accurate records of all transactions, ensuring proper documentation for billing purposes.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Answered central telephone system and directed calls accordingly.
- Restocked supplies and submitted purchase orders to maintain stock levels.
Customer Service Advisor
Till Automotive Group
02.2021 - 11.2022
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Reached out to customers to offer assistance with account and service issues, as well as propose new Product or service choices.
- Addressed complex issues by scheduling repair appointments.
- Maintained and managed customer files and databases.
Education
Matthew Flinders Girls Secondary College
Geelong, VIC12.2015
Skills
- Customer Relations
- Customer Satisfaction
- Building Relationships
- Complaint Handling
- Service Advising
- Warranty processing
- Estimating costs
- Documentation
- Vehicle Inspection
- Service writing
- Listening Skills
- Attention to Detail
- Service Order Flow
- Customer Service
- Service Scheduling
- Performance Goals
- Strong Work Ethic
- Complaint resolution
- Cost Estimation
- Data Processing
- Multitasking and Organization
- Excellent Communication
- Computer Skills
- Handling Customer Complaints
- Team Player
- Valid Driver's License
- Problem-Solving
- Maintenance and repairs
- Warranty Service
- Workshop Organization
Timeline
Automotive Service Advisor
Alan Mance Mitsubishi
03.2023 - 05.2024
Service Receptionist
West Point Ford
12.2022 - 12.2023
Customer Service Advisor
Till Automotive Group
02.2021 - 11.2022
Matthew Flinders Girls Secondary College
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