JESSE GRANADOS

Qualifications:

• Excellent written ,verbal, and telephone communication skills
• Ability to multi- task to meet deadlines on a daily basis
• Ability to negotiate with customers and insurance companies for a positive resolution on repairs and repair cost
• Knowledge of the automobiles and the repair processes needed to complete a job
• Excellent knowledge of computer estimating systems especially Mitchell Ultramate/TruckMate
• Ability to recall and adhere to insurance procedures
• Ability to make both objective and subjective decisions on repair process, parts and timing
• Ability to review all final bills and supplemental billings prior to delivery of the vehicle
• Creative problem solving and adaptability
• Devotion to Customer Satisfaction

Professional Experience:

Connell Chevrolet, Costa Mesa, CA

Service Advisor, July 2019 - Present

• Set, confirm and prepare for appointments with customers so they can have a great service experience
• Met or exceeded targeted sales goals & the targeted customer satisfaction index
• Greet customers in a friendly manner when they arrive to the Service Drive
• Determine vehicle needs based on customer information and a vehicle walk-around, inspections and test drives
• Use a consultative selling process to assist customers in planning for ongoing required maintenance of their vehicle
• Produce repair orders for customers, including cost and time estimates, with full transparency
• Communicate frequently with technicians and parts associates to ensure timely completion of work
• Follow up with customers on the status of their vehicle, based on how the customer wants to be informed
• Follow up with customers to ensure satisfaction
• Gain superior product knowledge to effectively help customers
• Provide an exceptional customer experience to drive loyalty

Assessed technical issues, offering solutions over the phone when possible and escalating to Service Manager as needed.

Accurately documented customer concerns and data into the Dealer Management System and demonstrate strong attention to detail

Conducted transactions, guide customers through corrections, and summarize repair work performed

Kept customers informed with completion times, provide regular updates, and ensure thorough follow-up on the vehicle's status

Efficiently organized vehicle details pre-delivery and coordinate delivery/pick-up times with customers; follow up to ensure their satisfaction with the provided services

Saddleback Automotive, Costa Mesa, CA

Service Advisor, July 2018 - July 2019

Provided exceptional customer service by promptly addressing inquiries and concerns, taking ownership of service visits, and fostering a welcoming environment for our customers

Assessed technical issues, offering solutions over the phone when possible and escalating to Service Manager as needed.

Accurately documented customer concerns and data into the Dealer Management System and demonstrate strong attention to detail

Conducted transactions, guide customers through corrections, and summarize repair work performed

Kept customers informed with completion times, provide regular updates, and ensure thorough follow-up on the vehicle's status

Efficiently organized vehicle details pre-delivery and coordinate delivery/pick-up times with customers; follow up to ensure their satisfaction with the provided services

Riteway Auto Paint & Bodyworks, Fountain Valley, CA

General Manager, January 2010 - June 2018

Production Manager/Estimator, August 2008 - December 2009

Assistant Manager/Estimator , July 2007 - July 2008

Administrative Assistant, April 2006 - June 2007

Ability to perform the duties of Estimator/CSR, Office Manager, Parts Manager and Production Manager.

Manage a staff of 14 employees.

Provide guidance, leadership and direction for the entire facility.

Oversee and administer all departments in the facility.

Maintain strict compliance with all state and local environmental and regulatory agencies.

Establish and maintain a professional work environment.

Promote and sustain existing business.

Develop and maintain new business relationships.

Effectively manage personnel and resources to maximize production and profitability.

Maintain all documentation on the process in an accurate and timely manner while assuring consistent and ongoing communication with the customer.

Oversee accounts receivable and payable on all assigned files

Developing and evaluating personnel.

(Perform/Oversee/manage) daily quality control of all vehicles throughout repair process

Customer and vendor mediation, mitigation and resolution

Hot Shot Auto Paint & Supplies, Santa Ana, CA

Counter Sales/Auto Paint Color Matcher June 2003– April 2006

Maintained well stocked shelf inventory

Learned color simplicity and color matching technique

Education:

Orange Coast College - August 2002-2006

Business Administration/Law

High School Diploma, Saddleback High School, Santa Ana, CA

“Class of 2002”