Andrea Armstrong
Fort Saskatchewan,Canada
Summary
Detail-oriented professional with strong organizational skills and extensive customer service experience. Proficient in a range of computer programs, effectively collaborating within dynamic teams to drive success and enhance operational efficiency. Committed to leveraging expertise to contribute positively in a fast-paced environment.
Overview
26
26
years of professional experience
Work History
Service Advisor
Northside Nissan
Edmonton, AB
01.2025 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Resolved customer complaints in an efficient and courteous manner.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Prepared invoices for services rendered and collected payments from customers.
- Upsold additional products or services when appropriate.
- Worked effectively in team environments to make the workplace more productive.
Business Support / Mechanical Claims Department
First Canadian Financial Group
Edmonton, Canada
06.2015 - 12.2024
- Business Support (2015–2016)
- Tested FCPP Icerts/Resource Center, maintaining dealer files
- Reviewed sold certificates, replacing them when necessary with letters of explanation
- Collaborated with dealers and finance teams to create, void, and calculate certificates for clients
- Provided training to Financial Service Managers on the FCPP Resource Center
- Mechanical Claims (2016–2024)
- Authorized/denied mechanical breakdown claims and communicated with claimants, dealerships, and finance managers
- Gathered necessary documents and maintained comprehensive claim files for accurate decision-making
- Utilized various software programs and databases for claims analysis and documentation
- Trained new claim adjusters to ensure accurate claim processing
- Managed a high volume of claims, prioritizing urgent cases and ensuring timely resolutions
- Responded to policyholder inquiries promptly and professionally, resolving issues effectively
Accounting Clerk
City Mazda
Edmonton, Canada
07.2013 - 05.2015
- Prepared and proofread car deals for funding from financial institutions, balancing deals prior to posting
- Handled warranty and insurance monthly remittances
- Provided backup for reception duties, including answering a multi-line phone and distributing mail
- Maintained spreadsheets and assisted with accounts receivable and data entry
- Assisted in payroll processing and related administrative duties
Service Consultant
City Mazda
Edmonton, Canada
01.2010 - 07.2013
- Answered customer calls, booked appointments, and provided high-level customer service
- Supplied estimates, quotes, and closed invoices
- Handled cashier duties, ran month-end reports, and processed warranty claims
- Trained new service consultants in dealership procedures and customer service best practices
New Car Delivery Coordinator
Kingsway Toyota
Edmonton, Canada
01.2003 - 01.2007
- Coordinated new car deliveries, ensuring all paperwork and customer information were complete
- Worked in various departments, including cashier, receptionist, and customer service representative, gaining exposure to all aspects of the business
- Delivered excellent customer service by addressing customer inquiries and resolving concerns
Hairstylist
Supercuts Canada
Edmonton, Canada
01.1999 - 01.2003
- Provided hairstyling services while also managing retail sales, bank deposits, and receptionist duties
- Ensured customer satisfaction by offering personalized service and building client relationships
Education
M.E. LaZerte High School - Cosmetology Program
M.E. LaZerte High School
Edmonton01.1999
Skills
- Claims analysis
- Policy interpretation
- Liability management
- Quality assurance
- Customer expectations management
- Performance monitoring
- Team motivation
- Claims processing
- Procedure implementation
- Keen attention to detail
- Positive attitude and enthusiasm
- Works Well Under Pressure
- Communication
- Flexible and adaptable
- Time management
- Documentation and reporting
- Bill preparation
References
Available upon request.
Qualifications
Experience with Reynolds and Reynolds, Toyota’s web-based Infostream, SDS, Microsoft Office Suite, Mac OS X, and advanced computer skills., Skilled in interacting with customers both one-on-one and in a professional setting, ensuring high satisfaction and problem resolution, organizing data, and providing training and support to colleagues.
Timeline
Service Advisor
Northside Nissan
01.2025 - Current
Business Support / Mechanical Claims Department
First Canadian Financial Group
06.2015 - 12.2024
Accounting Clerk
City Mazda
07.2013 - 05.2015
Service Consultant
City Mazda
01.2010 - 07.2013
New Car Delivery Coordinator
Kingsway Toyota
01.2003 - 01.2007
Hairstylist
Supercuts Canada
01.1999 - 01.2003
M.E. LaZerte High School - Cosmetology Program
M.E. LaZerte High School
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