Cassandra Carney
Edmonton,AB
Summary
Driven professional with a proven track record in previous positions, enhancing customer satisfaction and retention through exceptional service and technical support. Skilled in vehicle assessment and workflow management, adept at multitasking with a strong work ethic. Achieved consistent customer loyalty by leveraging excellent communication skills and technical knowledge, surpassing performance goals.
2+ years history with CDK.
A Hardworking and passionate job seeker with strong organizational skills.
Overview
17
17
years of professional experience
Work History
Service Advisor
Ron Hodgson Chevrolet Buick GMC
04.2021 - 01.2024
- Analyzed and collected customer information to prepare product or service reports.
- Read from scripts to promote uniformity and consistency in communications.
- Referred unresolved customer grievances to designated departments for further investigation.
- Navigated multiple computer systems (CDK as an example) and applications and utilized search tools to find information.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Processed customer adjustments to maintain financial accounts.
- Recommended improvements in products ad services to prevent future problems.
- Recorded details of inquiries or complaints to maintain up-to- date records of customer interactions and transactions.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Conferred with customers by telephone or in- person to provide product or service information.
- Met deadlines while maintaining high- quality deliverables.
- Responded quickly to meet customer needs and solve problems.
- Adhered to quality and service standards to support operational goals.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
Assistant Service Manager
Heritage Harley Davidson
06.2019 - 04.2021
- Responsible for all booking of service work and dispatching work to the appropriate technicians.
- Handled and successfully resolved customer complaints, and addressed any concerns.
- Developed and assisted in the effective direction of the service team.
- Increased revenue and and technical productivity.
- Built strong, meaningful relationships with customers leading to repeat service and customer loyalty.
- Scheduled, managed and resolved conflicts within the service department.
- Minimized staff turnover through appropriate selection, orientation and training.
- Oversaw personnel to maintain adequate staffing and minimize overtime.
- Assisted customer needs, responded to inquiries, evaluated customer needs and provided quotes.
- Placed orders and procured special supplies.
- Scheduled appointments accurately with technicians.
- Provided technicians with all relevant information and parts ensuring success from the front and back of house.
- Fulfilled emergency orders by coordinating with alternatives sources as required.
Parts Advisor
Heritage Harley Davidson
01.2014 - 05.2016
- Greet customers and provide customer assistance by responding to inquiries, evaluating customer needs, providing price quotes as appropriate.
- Diplomatically handle customer complaints in a friendly, pleasing and personal matter.
- Identify proper part numbers, recommend and ell related items as a service and as requested by customer and or to the service department.
- Operate computer to input, retrieve and view parts inventory data for incoming deliveries, sales and service department usage.
- Source and order parts and supplies from local part stores to fulfill emergency orders as needed.
- Provided excellent customer service through clear communication, swift issue resolution, and thorough knowledge of products and services offered.
- Assisted with training new team members, sharing insights and best practices.
- Increased sales revenue through upselling, cross-selling, and recommending suitable alternatives when required items were unavailable or discontinued.
- Managed returns and warranties efficiently, minimizing financial loss for the company while maintaining positive customer relationships.
- Reduced turnaround time for repairs by ensuring timely delivery of essential components to the service department.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
Automotive Service Technician
Tp Topping LTD
09.2006 - 10.2013
- Proficient in manual and automatic transmissions.
- Replaced or repaired engines, transmissions, differentials and steering gear assembles.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Completed customer orders and warranty services according to manufacturer specifications.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Maintained a clean, organized, and safe work environment to promote optimal productivity and adherence to safety standards.
- Utilized advanced diagnostic tools to quickly identify vehicle issues, reducing troubleshooting time and labor costs.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Collaborated with service advisors to provide accurate repair estimates and ensure clear communication with customers.
- Enhanced customer satisfaction by diagnosing and repairing complex automotive issues in a timely manner.
- Stayed current on industry trends, attending training seminars regularly to update skills as new technologies emerged in automotive repair.
- Contributed to team success by sharing technical expertise during challenging diagnostic scenarios or difficult repairs.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Read and followed technical documentation to complete accurate repairs.
- Explained estimates and determined repair timelines to manage customer expectations.
Education
High School Diploma -
Mount Lourdes Grammar School
Enniskillen, Northern IrelandNVQ Level 3 in Automotive Vehicle Repair
Transport Training Services
Belfast, Northern Ireland06.2010
Skills
- Strong Work Ethic
- Excellent Listening Skills
- Attention to Detail
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Excellent Communication
- Service Estimates
- Team player mentality
- Technical knowledge
- Handling Customer Complaints
- Price Quoting
- Goal-oriented mindset
- Performance Goals
- Workflow Management
- Customer Relationship Management
- Team Collaboration
- Documentation And Reporting
- Data Entry
- Customer Retention
- Technical Support
Languages
English
Native or Bilingual
Timeline
Service Advisor
Ron Hodgson Chevrolet Buick GMC
04.2021 - 01.2024
Assistant Service Manager
Heritage Harley Davidson
06.2019 - 04.2021
Parts Advisor
Heritage Harley Davidson
01.2014 - 05.2016
Automotive Service Technician
Tp Topping LTD
09.2006 - 10.2013
High School Diploma -
Mount Lourdes Grammar School
NVQ Level 3 in Automotive Vehicle Repair
Transport Training Services
Similar Profiles
Corey Wull SchlegerCorey Wull Schleger
Finance Manager at Ron Marhofer Buick GMCFinance Manager at Ron Marhofer Buick GMC
Carter StanleyCarter Stanley
Parts Sales at Ron Marhofer Buick GMCParts Sales at Ron Marhofer Buick GMC
Emmaline JenkinsEmmaline Jenkins
Service Coordinator Assistant at Dennis Chevrolet Buick GMCService Coordinator Assistant at Dennis Chevrolet Buick GMC