Davis Ha
Vaughan,ON
Summary
Seeking a challenging and rewarding position in IT sales within a highly established organization with the potential lead to future growth.
Seasoned Assistant Service Manager with hands-on experience in customer service, team leadership, and troubleshooting. Known for effective communication skills and ability to streamline procedures for increased productivity. Demonstrated success in fostering strong customer relationships while ensuring optimal service delivery.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Thornhill Toyota
05.2021 - Current
- Welcome prospectus customers promptly and identify service needs of each individual client
- Greet and meet customers at vehicle drive-thru to quickly engage customer and build rapport to determine their needs and vehicle concerns
- Provide list of services, recommendations, and other sales products beneficial to customers
- Maintain perfect CSI score and ensure customer service experience level was top notch
- Create work orders, check vehicle history, outline all service maintenance that are due, arrange transportation needs, keeping clients informed with update status, perform quality control, resolve all client's addressed concerns, and ensured vehicles were cleaned upon delivery
- Manage customer relations and resolving all conflicts, customer concerns to ensure complete satisfaction
- Assist to Fixed Operations Manager in customer relations, daily task, group meetings, and monthly objectives
- Meeting sales target objectives and hitting CSI target bonuses.
Senior Service Advisor
Thornhill Hyundai
01.2019 - 03.2021
- Greet clients & perform walk-around on vehicles in the drive-thru
- Top performing advisor in sales and services
- Verify current vehicle warranty coverage and explain fee structures
- Maintain high levels of customer service at all times by taking care of all needs, building customer rapport, handling client issues, and resolving conflicts
- Continuously increase knowledge of dealer maintenance services, fees, and vehicle repair needs
- Develop and write up repair estimates and keep customers informed all of charges and changes.
Service Advisor
Markham Aura
10.2016 - 12.2018
- Communicate and dispatch work to technicians
- Maintain customer rapport; address the issue, providing a solution including answering all questions and concerns
- Explanation of completed work and invoicing with explanation of CSI survey followed by scheduling next service appointment
- Call and update customers of their status, list of recommendations, and services for repairing vehicle
- Explaining estimates; selling the job; obtaining customer's approval
- Complete and submit warranty repair work orders
- Finalize transaction with customer to enable smooth deliver to customer
- Top performer - meeting and exceeding monthly targets.
Service Advisor/Dispatcher
Ken Shaw Lexus Toyota
03.2014 - 10.2016
- Schedule service appointments with X-Time, taking service calls, addressing client's concerns
- Arrange transportation and shuttle services
- Create repair orders by gathering as much information from the customer to describe symptoms
- Communicate with the service team and technicians on repair orders for customers
- Advise on recommended repairs, maintenance list; Provide a complete, accurate written cost estimate for service related and diagnosing charges
- Checking vehicle progress; update and keeping the customer informed
- Complete submitted warranty claims, process sublet claims and campaigns
- Perform general duties assigned by management
- Improve CSI by following up customers and ensuring all concerns were resolved.
Vehicle Sales and Leasing Specialist
Tony Graham Kanata Toyota
01.2011 - 01.2014
- Talking with customers to understand their requirements and expectations of a car
- Discuss customer's need and advise them the most suitable vehicle
- Arrange test-drives, demonstrate a tour walk of the dealership and of all its services
- Assuring them the correctness of the price by emphasizing its value
- Ensure customer excitement level by getting customers to get inside the vehicle, touch the steering wheel, get comfortable in the seat, get excited, set the vibe and imagine driving this vehicle on a daily basis
- Encourage sale, client to make an offer, wait for an objection, overcome objection, and ensure closure of sale
- Provide additional financing options, prepare paperwork, sign documentation, and prepare delivery of vehicle to clients
- Established relationship with clients and followed up through the phone, and email.
Sales Consultant for multi-solution services
Bell World
10.2006 - 11.2009
- Providing recommendations of products and services
- Including sales of phones, internet, and tv satellite services
- Determining needs of customers and presenting solutions to customers
- Setting up services for clients, background credit check, handling money, closing and counting the cash flow, responsibilities of opening and closing the store
- Keeping up to date daily with competitive products and promotional offers
- Able to effectively demonstrate the use of products and services.
Education
Ontario Drive Clean Light Duty & CSR Certification -
Algonquin College
01.2013
SME Business Diploma -
Algonquin College
01.2011
High School Diploma -
Glebe Collegiate Institute
01.2006
Skills
- Ability to work under pressure and handle irate customers
- Excellent ability to work as a team; Meeting team monthly sales objective as a group
- Attention to detail
- Typing 50 wpm; Fast typer and listener; Ability to summarize customer concern; Typing and talking
- Excellent oral and written communication skills
- Computer Literate and Technology Savvy
- Polite, Presentable, and Professional at all times
Highlights
- Over 12 years of customer service experience
- Over 10 years in the automotive industry
- Valid driver's license class with a good driving record
- In-depth knowledge of automobile systems and repair procedures
- Excellent negotiation, sales, and closing skills
- Problem solver and quick decision making
- Strong communication skills, active listener, and rapport builder
- Quick learner and ability to adapt to changes
- Automotive Computer Software - X-TIME, ERA (Reynolds & Reynolds), ERA 2 IGNITE, CDK Global MPI (Multi-point Inspection), EVA, KAARMA, COSTAR, ActivantLaserCat3, MITCHELL1, Microsoft Word, Excel, Adobe
Hobbies and Interests
- Physical Fitness and Sports
- Socializing and meeting people
- Cooking and eating healthy
- Technology driven
Languages
English
Native or Bilingual
Vietnamese
Limited Working
Chinese (Cantonese)
Limited Working
Japanese
Elementary
References
Available Upon Request
Certification
- Toyota University: Advisor Guild of Excellence (Toyota Service Certification), AGE (Toyota Sales)
- Hyundai Performance Academy Certification, Onboarding, Certified, Blue Drive
- Certification Drive Clean Emissions Light Duty Inspector
Timeline
Assistant Service Manager
Thornhill Toyota
05.2021 - Current
Senior Service Advisor
Thornhill Hyundai
01.2019 - 03.2021
Service Advisor
Markham Aura
10.2016 - 12.2018
Service Advisor/Dispatcher
Ken Shaw Lexus Toyota
03.2014 - 10.2016
Vehicle Sales and Leasing Specialist
Tony Graham Kanata Toyota
01.2011 - 01.2014
Sales Consultant for multi-solution services
Bell World
10.2006 - 11.2009
Ontario Drive Clean Light Duty & CSR Certification -
Algonquin College
SME Business Diploma -
Algonquin College
High School Diploma -
Glebe Collegiate Institute
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