Jaclyn Innes
Calgary,alberta
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
21
21
years of professional experience
Work History
Service Manager / Mack Master Service Advisor
Transwestern Truck Centres
07.2014 - 05.2025
- Led and coordinated a team of technical and support staff, ensuring efficient operations and delivering high-quality service and support.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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
- Guided team members in setting personal development goals that supported overall team performance.
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
Skills
- Verbal Communication
- Relationship Building
- Task Prioritization
- Flexible and Adaptable
- Analytical Thinking
- Positive Attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
Languages
English
Native or Bilingual
Timeline
Service Manager / Mack Master Service Advisor
Transwestern Truck Centres
07.2014 - 05.2025
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
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