Jessica Lapensee
Maple Ridge,BC
Summary
Highly motivated and detail-oriented professional with excellent communication and interpersonal skills. Proven ability to work independently and as part of a team to achieve organizational goals. Skilled in problem-solving, critical thinking, and decision-making. Experienced in administrative operations, data analysis, and report writing. Proficient in Microsoft Office and other job related software's. Passionate about learning new skills and developing long lasting relationships.
Overview
7
7
years of professional experience
Work History
Warranty Administrator
First Truck Center
04.2023 - 02.2024
- Enhanced customer satisfaction by promptly addressing and resolving warranty claims.
- Streamlined the warranty process for increased efficiency and faster claim resolutions.
- Collaborated with service technicians to accurately diagnose vehicle issues and determine warrantable repairs.
- Reduced company costs by identifying and preventing unwarrantable repair expenses.
- Experienced in multiple warranties such as: DTNA, Cummins, TBB, Meritor, Eaton, etc.
- Maintained thorough records of all warranty claims, ensuring accurate documentation and timely submissions.
- Educated customers on their vehicle''s warranty coverage, resulting in enhanced customer experience and trust.
- Developed strong relationships with manufacturer representatives, facilitating smoother communication and faster claim approvals.
Service Advisor
Peterbilt Pacific
09.2022 - 04.2023
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
Shop Coordinator
Dieseltech Truck And Fleet Repair
10.2021 - 12.2022
- Coordinated daily shop operations, ensuring a smooth workflow and timely completion of tasks.
- Trained new employees on company policies, procedures, and job responsibilities for seamless integration into the team.
- Managed large fleet accounts while developing and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Collaborated with other departments to ensure seamless coordination of maintenance efforts across the organization.
- Promoted a positive work culture by recognizing individual achievements, creating opportunities for growth, and encouraging collaboration between team members.
Work Experience Staff Representative
BCGEU
06.2022 - 06.2022
- Enhanced union members'' satisfaction by addressing their concerns and resolving grievances in a timely manner.
- Participate in a bargaining negotiations with an experienced Union Representative while gaining valuable skills alongside.
- Draft an arbitration case based on real cases reviewed by the office Coordinator.
- Work with multiple Representatives learning about private sector and public sector agreements.
- Mediated discussions between employer and employee representatives in attempt to reconcile differences.
- Participated in labor-management meetings to discuss labor issues with experienced Union Representative
Service Advisor/Warranty Administrator
Meridian RV
02.2021 - 12.2021
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Developed estimates by costing materials, supplies, and labor.
- Exhibited high energy and professionalism when dealing with clients and staff.
Service Advisor
Langley Chrysler
02.2020 - 04.2020
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested additional services to customers in order to meet right-sell goals.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
BDC Supervisor/Team Leader
OpenRoad Auto Group
02.2017 - 02.2020
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Boosted team performance by developing customer service training materials and conducting service training.
Education
Joint Health And Safety Committee Member Training - Occupational Health And Safety
Safety Driven
Langley10.2023
Staff Representative - Labour Relations And Employment Law
BCGEU Staff Rep Training Level 1,2,3
Burnaby09.2022
Labour Relations Certificate Course - Labour Relations And Employment Law
ECornell University
New York10.2020
High School Diploma -
Seaquam Secondary
09.2015
Skills
- Policy Management
- Policy Analysis
- Software Applications
- Active Listening
- Critical Thinking
- Attention to Detail
- Interpersonal Skills
- Technical Knowledge
- Conflict Resolution
- Excellent Administrative Abilities
- Continuous Improvement
- Automotive Industry Expertise
Languages
English
Native or Bilingual
Timeline
Warranty Administrator
First Truck Center
04.2023 - 02.2024
Service Advisor
Peterbilt Pacific
09.2022 - 04.2023
Work Experience Staff Representative
BCGEU
06.2022 - 06.2022
Shop Coordinator
Dieseltech Truck And Fleet Repair
10.2021 - 12.2022
Service Advisor/Warranty Administrator
Meridian RV
02.2021 - 12.2021
Service Advisor
Langley Chrysler
02.2020 - 04.2020
BDC Supervisor/Team Leader
OpenRoad Auto Group
02.2017 - 02.2020
Joint Health And Safety Committee Member Training - Occupational Health And Safety
Safety Driven
Staff Representative - Labour Relations And Employment Law
BCGEU Staff Rep Training Level 1,2,3
Labour Relations Certificate Course - Labour Relations And Employment Law
ECornell University
High School Diploma -
Seaquam Secondary
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