Jaclyn Innes
Calgary,AB
Summary
Knowledgeable and dedicated customer service professional with extensive experience at Transwestern Truck Centres,. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers and coworkers. Motivated to maintain customer satisfaction and contribute to company success.
Overview
19
19
years of professional experience
Work History
Mack Master Service Advisor
Transwestern Truck Centres
07.2014 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals
- Trained new personnel regarding company operations, policies and services.
- Prepared and submitted warranty claims through dealer systems
- Assisted in setting up shop work flow, and match jobs to Technicians adequate skill level
Customer Service Advisor
Finning Canada
10.2013 - 07.2014
- Serviced a group of assigned fleet customers with a positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Completed accurate invoices and collected payment.
Service Advisor
Shaw GMC Chevrolet Buick
10.2010 - 10.2013
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Documented problems and corrective actions to maintain records.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
Service Advisor/Administrator
Fountain Tire
10.2004 - 10.2010
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Suggested add-on services that would be helpful to customers and improve sales totals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Prepared Stock orders and ordered parts as needed
Software Conversion Team Member
Fountain Tire
01.2009 - 07.2010
- Traveled through Canada supporting stores in a POS system change over.
- Acted as a liaison between Corporate level and store level to determine deficiencies and work through solutions.
- Trained employees on new implemented systems
- Provided support to all staff for a efficient transition between software systems
Education
No Degree - Bachelor of Arts
Mount Royal College
Calgary, ABSkills
- Verbal Communication
- Relationship Building
- Task Prioritization
- Flexible and Adaptable
- Analytical Thinking
- Attention to Detail
- Friendly, Positive Attitude
Languages
English
Native or Bilingual
Timeline
Mack Master Service Advisor
Transwestern Truck Centres
07.2014 - Current
Customer Service Advisor
Finning Canada
10.2013 - 07.2014
Service Advisor
Shaw GMC Chevrolet Buick
10.2010 - 10.2013
Software Conversion Team Member
Fountain Tire
01.2009 - 07.2010
Service Advisor/Administrator
Fountain Tire
10.2004 - 10.2010
No Degree - Bachelor of Arts
Mount Royal College
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