Geordie Schnell
BRANDON,MB
Summary
Adept at fostering customer loyalty and exceeding service targets, I leveraged my technical knowledge and exceptional communication skills at Murray Chrysler Westman to enhance customer satisfaction and retention. My proficiency in CRM software and dedication to continuous improvement contributed to a notable increase in repeat business, underscoring my commitment to excellence and team collaboration.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Advisor
Murray Chrysler Dodge Jeep Ram Westman
Brandon, MB
03.2017 - 09.2024
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Service Advisor
McMillan GM
Kipling, SK
07.2016 - 01.2017
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Identified and resolved discrepancies and errors in customer accounts.
Service Advisor
Bennett Dunlop Ford
Regina, SK
09.2013 - 06.2016
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
Electric Engineering - Electrical And Computer Engineering Technology (Automation And Instrumentation Option)
Red River College of Applied Arts, Science And Technology
Winnipeg, MBHigh School Degree -
Killarney School
Killarney, MB06.2003
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Listening Skills
- Attention to Detail
- Excellent Communication
- Service Estimates
- Service Recommendations
- Team player mentality
- Technical knowledge
- Handling Customer Complaints
- Complaint resolution
- Price Quoting
- Service Scheduling
- Goal-oriented mindset
- Staff education and training
- Performance Goals
- Workflow Management
- Client rapport
- Repairs Scheduling
- Customer Relationship Management
- Documentation And Reporting
- Quality Control
- Team Collaboration
- Data Entry
- Customer Retention
- Cost Estimation
- Warranty Claims Process Management
- Clerical Support
- Service Order Flow
- Tech-Savvy
- Progress Reporting
- Repair Quality Inspections
- Process Improvements
- Mechanical Aptitude
- Sales expertise
- Work Order Interpretation
- CRM Software
- Conflict Resolution
- Relationship Building
- Problem Resolution
- Customer Relations
- Teamwork and Collaboration
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Service Upselling
- MS Office
- Inbound Call Management
- Professional telephone demeanor
- Money handling abilities
- De-Escalation Techniques
- Training development aptitude
- Data Management
- Issue and Complaint Resolution
- Sales closing
- Product Knowledge
- Conflict Mediation
- Calm Under Pressure
- Product and service knowledge
- Report creation
- Customer Account Management
- Transaction Processing
- Product Recommendations
- Billing Adjustments and Refunds
Accomplishments
Finish Dale Carnegie Leadership Course - 2015
Completed Chrysler Training
Completed GM Training
Completed Ford Training
Languages
English
Full Professional
Certification
Class 5 License Holder
Timeline
Service Advisor
Murray Chrysler Dodge Jeep Ram Westman
03.2017 - 09.2024
Service Advisor
McMillan GM
07.2016 - 01.2017
Service Advisor
Bennett Dunlop Ford
09.2013 - 06.2016
Electric Engineering - Electrical And Computer Engineering Technology (Automation And Instrumentation Option)
Red River College of Applied Arts, Science And Technology
High School Degree -
Killarney School