Summary
Overview
Work History
Education
Skills
Certification
Timeline
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John Henry Younan

Trabuco Canyon

Summary

Highly accomplished and customer-centric Experienced Service Advisor with a comprehensive background in automotive maintenance, service department, and technical leadership, Proven expertise in elevating customer satisfaction scores, boosting service revenue, and building long-term client loyalty through exceptional communication and technical knowledge. Adept at translating complex automotive issues into clear, actionable recommendations, ensuring transparency and trust throughout the service process. Seeking to leverage a proven track record in customer retention and operational efficiency to contribute to the success of a high-performing dealership.

Overview

1
1
Certification

Work History

Audi Service Advisor

Automotive & Trading Company
  • Build long-term relationships with customers to ensure customer delight retention & loyalty, achieving a 96% customer Delight rating.
  • Achieved an 18% increase in customer retention by implementing follow-up programs and clear communication.
  • Consistently exceeded monthly Upselling targets by 15%.
  • Process warranty claims and work with insurance companies, ensuring 100% compliance with manufacturer guidelines.
  • Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the premium customer experience.
  • Resolve customer complaints efficiently to ensure satisfaction.
  • Provide exceptional customer service by listening to and addressing the needs and concerns of clients.
  • Schedule and confirm service appointments, ensuring efficient and timely use of resources.
  • Managing workflow: They coordinate with technicians and parts departments to schedule appointments and ensure that all resources are available for timely and efficient service.
  • Keep customers informed throughout the service process providing updates on progress and any changes to the timeline.
  • Handle customer complaints or concerns in a professional and timely manner, ensuring complete satisfaction.
  • Manage Multiple tasks and prioritize Effectively to ensure that the service Department runs Smoothly.
  • Addressed complex customer complaints promptly.
  • Detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.

Service Department

Automotive & Trading Company
  • Conducted routine vehicle inspections and comprehensive servicing, addressing both minor and major faults.
  • Performed advanced diagnostics using computerized tools to identify and resolve vehicle issues effectively.
  • Submitted detailed monthly reports to workshop managers.

Warranty Specialist

Engineering Automotive Company
  • Inspected and resolved warranty claims.
  • Coordinated closely with manufacturers to report faults, process claims, and enhance product reliability.
  • Oversaw maintenance of the company fleet, including buses and vehicles, ensuring peak operational efficiency.
  • Acted as a liaison between customers and the company, representing the organization professionally.

Education

B.Sc. - Power & Mechanical Engineering

Skills

  • Elsa Pro
  • Etka
  • Audi Service Quality systems
  • Fault diagnostics
  • Service management
  • Automotive repairs
  • Problem solving
  • Communication
  • Collaboration
  • Customer service
  • Enthusiastic self-starter

Certification

  • Ideal Employee of the Month Award
  • Training on Audi R8, Audi Company, Ingolstadt, Germany
  • Audi Service Advisor Training
  • Audi International Contest – Top Service People, Ranked 7/200
  • Audi Q Check Training, Audi Company, Germany
  • LEX Process Training, Audi Company, Germany
  • Cordoba & Toledo Training, SEAT Company
  • Fault Inspection & Servicing Training, NATCO (Mercedes Authorized Maintenance Agent)

Timeline

Audi Service Advisor

Automotive & Trading Company

Service Department

Automotive & Trading Company

Warranty Specialist

Engineering Automotive Company

B.Sc. - Power & Mechanical Engineering

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John Henry Younan