Shelby Soltoggio
Mentone
Summary
Highly motivated service advisor with 8 years of automotive experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
8
8
years of professional experience
Work History
Assistant Service Manager
Porsche Centre Brighton
12.2020 - Current
- Leading the service department as a senior advisor and setting examples of good customer service
- Mentoring staff members and colleagues
- Meeting customers on the day of their service
- Explaining service options and processes
- Completing relevant invoices
- Assist customers with understanding their warranty protection, inclusions, and exclusions
- Make recommendations on fixing their vehicle vs trading it in for a newer model
- Oversee the dealership's workflow and schedule, ensuring all appointments are scheduled accurately with the repair and maintenance department
- Provide excellent customer service to maintain strong relationships and repeat business
- Communicating with colleagues with scheduling of repair orders
- Ordering parts
- Updating and supporting customers throughout their service
- Invoicing repair works to insurance companies
- Liaising with customers, sales representatives and service technicians to determine repair and service timelines
- Arranging loan vehicles for customers
- Operating specialised automotive computer software
- Training new staff and colleagues.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Followed up with customers during and after repairs to verify satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Service Advisor
Kevin Dennis Volkswagen
12.2018 - 12.2020
- Explaining service options and processes
- Completing relevant invoices
- Communicating with colleagues with scheduling of repair orders
- Ordering parts
- Updating and supporting customers throughout their service
- Preparing repair orders and invoices
- Booking in customers services and repair work
- Invoicing repair works to insurance companies
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Workshop controller
Kevin Dennis Volkswagen
12.2018 - 02.2020
- Manage workshop jobs and flow, whilst adhering to completion times
- Manage and lead team to deliver quality workmanship, productivity, and efficiency
- Ensure all tasks including service, maintenance, diagnosis, and repair works are performed in line with brand policy, procedure, and compliance requirements
- Carry out road tests and quality check all work as per Volkswagen standard
- Ensuring all warranty procedures have been adhered to
- Monitor and manage Workshop activity to ensure profitability is maximised
- Liase with service advisors with any issues raised by the workshop
- Making sure workshop hits monthly KPI's.
- Streamlined repair processes for faster turnaround times and increased customer satisfaction.
- Reduced downtime with proactive maintenance of workshop equipment and tools.
Service Supervisor
Ducati Melbourne
10.2016 - 12.2018
- Being the face of service and carrying out the hand over and drop off process with the customer
- Scheduling and managing technicians within the workshop to carry out all service and repair work
- Scheduling all work to be carried out by technicians
- Answering all service calls
- Booking in customers services and repair work
- Carrying out insurance quotes and booking in assessments with insurance companies
- Liaising with sales for sold bikes to be pre-delivered and accessories fitted
- Ordering all spare parts for workshop jobs
- Getting technicians parts for job at hand
- Liaising with customer to update on progress of bike
- Closing of jobs and taking payment of completed service or repair
- Making sure technicians are meeting efficiency and proficiency targets
- Making sure the bike is clean and detailed before returning to customer
- Carrying out all warranty processes
- Invoicing repair works to insurance companies
- Contacting customers if further work is required to be carried out on their bike
- Organizing loan bikes for customers.
Education
Leadership And Management -
WLA
Online 10.2022
Skills
- Excellent time management and superb presentation skills
- Good communication skills both written and verbal and ability to work under pressure and meet deadlines
- A good working knowledge of MS Office & MYOB, QuickBooks, Pentana, ERA, Titan applications
- Attention to detail and ability to multi task
- A proactive approach and willingness to succeed
- Ability to work individually and also be a team player
- Highly motivated and quick to learn new skills
Completed
- Executive Ready course - Leadership and management - Women in Leadership Australia, 08/01/20
- Advanced leadership - Leadership and management - Women in Leadership Australia, 08/01/22
Timeline
Assistant Service Manager
Porsche Centre Brighton
12.2020 - Current
Service Advisor
Kevin Dennis Volkswagen
12.2018 - 12.2020
Workshop controller
Kevin Dennis Volkswagen
12.2018 - 02.2020
Service Supervisor
Ducati Melbourne
10.2016 - 12.2018
Leadership And Management -
WLA
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