Brent Keating
Ottawa,Canada
Summary
Experienced, automotive service advisor & sales professional with 20+ years’ customer service and 3+ years as an automotive service advisor enhancing customer relationships. A self-motivated and independent performer. Charismatic and affable, excels at delivering superior customer service, able to serve as a communication liaison between different parties of professionals so the flow of information and project stages occur in a timely and accurate manner on behalf of the customer.
Experienced in automotive service advising, providing exceptional customer service by addressing inquiries and resolving issues to enhance client satisfaction. Coordinated service appointments effectively, optimizing workflow and minimizing customer wait times. Collaborated with technicians to diagnose vehicle issues accurately, streamlining repair processes and improving overall service delivery. Established strong customer rapport through clear communication regarding estimates and service options, contributing to high levels of service retention.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Automotive Service Advisor
Myers Barrhaven Toyota
Ottawa, Ontario
03.2025 - 01.2026
- Provided exceptional customer service by addressing inquiries and resolving issues, enhancing overall client satisfaction and loyalty.
- Coordinated service appointments effectively, optimizing workflow and minimizing wait times for customers.
- Advised clients on vehicle maintenance and repair options, ensuring informed decision-making and promoting service retention.
- Collaborated with technicians to accurately diagnose vehicle issues, streamlining repair processes and improving service delivery.
Service Advisor
The Car Club
Ottawa, Canada
08.2021 - 09.2024
- Identified problems and services by listening to clients description of symptoms, clarifying the description of problems
- Prepared repair orders by describing symptoms and problems, and causes discovered, as well as repairs and services required, obtained approval signatures, entered information into the database system
- Verified the warranty and service contract coverage by examining records and client history
- Set up appointment scheduling work and issuing work to automotive technicians
- Maintained customer rapport by explaining estimates and expected return of clients vehicle
- Obtained customers approval of estimates, gathered client’s information to keep communication open for a high level of customer service
- Established high customer satisfaction/retention by providing honest, prompt, and straightforward customer service.
- Sales and service of newer late model vehicles with 3 locations across the Ottawa area, in business for over 10+ years. This high volume dealer sells 120-160 vehicles per month.
- Managed 2 shop locations for appointments for clients and company vehicles to be repaired or ready Ontario Safety.
- Managed all clientele with any service issues or problems that arose without disturbing the General Manager
- Improved customer relations with great reviews and repeat customer business.
Salesman
The Car Club
Ottawa, Canada
01.2020 - 01.2021
- Develop relationships with potential customers, contact leads/inquiries and phone calls to ensure customers have all information in order to close a sale
- Negotiate deals to the satisfaction of both the customer and the dealership. My average customer satisfaction reviews scored 90%.
Office Manager
Easyrez.com
Victoria, Canada
01.2010 - 01.2018
- Oversee office operations and online/phone reservations system
- Manage 16 staff, including reservation agents, web developer, programmer and administrative staff
- Coordinate activities and act as liaison between property owners/managers and guests
- Register and setup property owners for vacation rental service
- Conceptualize and approve digital marketing campaigns; collaborate with web developer to design ads
- Write content for company newsletter; select and highlight featured properties
- Monitor competitor activity and industry trends; devise marketing strategies to remain competitive
- Canada-wide online vacation rental booking company earning ~$4.5M in sales annually. Part of company since founding in 2004.
- Successfully increased company sales by 5-10% year over year
- Lead project to streamline staff and operations to meet changing market demands, resulting in increased profitability even as total sales decreased
- Lead the strategic redirection of company’s product offerings to meet changing consumer preferences, developing a specialization in chalet and ski properties.
Reservations Manager
Easyrez.com
Victoria, Canada
01.2006 - 01.2018
Sales Agent
Easyrez.com
Victoria, Canada
01.2004 - 01.2006
- Travel throughout Canada to promote company’s services to property owners/managers
- Participate in cold-calling campaigns to hotels and property management groups
- Established an extensive network of owners and property managers across Canada.
Education
Business management coursework -
Algonquin College
Ottawa, ONHigh School Diploma -
Lester B. Pearson Catholic High School
Ottawa, ONSkills
- Customer service
- Appointment scheduling
- Service retention
- Vehicle maintenance
- Client communication
- Warranty verification
- Repair order preparation
- Technician collaboration
- Customer rapport
- High-volume sales
- Client satisfaction
- Database management
- Automotive service processes
- Quality assurance
- Follow-up skills
- Preventative maintenance
- Work order management
- Estimating costs
- Labor estimation
- Parts ordering
- Organization
- Service advising
- Service writing
- Building relationships
- Repair recommendations
- Complaint handling
- Customer relations
- Customer satisfaction
Certification
- OMVIC
- WHMIS
- Class G drivers License
- Hazardous materials
- FoodSafe
- Serve it Right
Demonstrated Competencies
Acts with integrity and maintains excellent product knowledge to ensure clients receive accurate information and product offerings best suited to their needs; addresses customer service concerns using a 1-on-1 approach, finding solutions that satisfy both clients & business objectives., Upbeat and approachable in any situation, confidently manages operations and makes sound decisions based on collaboration, solid expertise and experience; excels at identifying individuals’ strengths, delegating tasks that utilize their skills and provide opportunities for professional growth., Highly personable, prioritizes personalized, face-to-face interactions wherever possible to build trust and provide reassurance that 'you’re in good hands'; maintains frequent contact with business partners and clients to keep employer top of mind and secure repeat business.
Timeline
Automotive Service Advisor
Myers Barrhaven Toyota
03.2025 - 01.2026
Service Advisor
The Car Club
08.2021 - 09.2024
Salesman
The Car Club
01.2020 - 01.2021
Office Manager
Easyrez.com
01.2010 - 01.2018
Reservations Manager
Easyrez.com
01.2006 - 01.2018
Sales Agent
Easyrez.com
01.2004 - 01.2006
Business management coursework -
Algonquin College
High School Diploma -
Lester B. Pearson Catholic High School