Christena Smith
Orillia,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
Work History
Automotive Service Writer
Rodgers Automotive Service Ltd
09.2023 - Current
- Collaborated with team members to optimize workflow, contributing to a more efficient service department.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Logged work orders and change orders into Protractor database to track job status.
- Advised management members on customer issues or mechanical repair problems.
- Used Protrator, Excel computer system to enter customer information, create service records, order parts and develop cost estimations.
- Coordinated vehicle pick-up or delivery arrangements for customers when necessary, ensuring seamless transition from start to finish of service experience.
- Contributed to inventory management processes by monitoring stock levels of parts and supplies needed for repairs or maintenance tasks.
- Provided excellent customer service, consistently receiving positive feedback from clients on surveys and online reviews.
- Answered service department phone and responded promptly to questions and messages.
Office \manager/Automotive Service Writer
Rodgers Automotive
01.2021 - 09.2023
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Controlled finances to lower costs and keep business operating within budget.
Manager Player Services
Casino Rama
07.1996 - 08.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Skills
- Empathy and patience
- Customer Service
- Strong Organization
- Customer service expertise
- Communicating with clients
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Computer Skills
- Microsoft Office
- MS Office
- Data Management
- Customer Account Management
- Microsoft Excel
Languages
English
Elementary
Timeline
Automotive Service Writer
Rodgers Automotive Service Ltd
09.2023 - Current
Office \manager/Automotive Service Writer
Rodgers Automotive
01.2021 - 09.2023
Manager Player Services
Casino Rama
07.1996 - 08.2019