Kassandra McIlroy
Sechelt,BC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Service Manager
Haley Auto Group
10.2023 - Current
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Worked closely with multiple manufacturers to quickly, and efficiently address client concerns while upholding warranty process and procedure
Service Advisor - Service Manager
The 401 Group Of Companies
03.2022 - 10.2023
- Prepare internal, warranty, and client work orders
- Answering and advising for over 50 inbound service calls daily
- Prepare and advise for all new trailer pickups and deliveries totaling over 300 units during peak season
- Maintained up-to-date knowledge of product and service changes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Promoted to a management role within three months of employment with increased responsibilities as employment went on
- Documented problems and corrective actions to maintain records.
- Promoted available products and services to customers during service, account management, and order calls
- Moved to alternate location to assist with turn around and increase in service sales
Service & Sales Administration
Audi, Volkswagen
04.2021 - 03.2022
- Prepare internal and client work orders
- Answering and advising for inbound sales and service calls
- Stocking in all new and used vehicles
- Locating and building all new vehicles, communicating timelines to clients and staff
- Daily, weekly and monthly sales and service reporting
- Assist with marketing and promotion via social media
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Explained diagnostic findings to customers and outlined repair or service options.
Operations & Events Manager
Bier Markt Ottawa
08.2017 - 11.2020
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Assist with marketing and promotion via social media
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Plan events for up to 250 guests, including drafting contracts and menus to their specifications
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and assisted with performance reviews to improve areas of weakness.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Scheduled a team of 30, taking into account customer traffic and employee strengths.
Server/Manager
The Black Tomato
04.2016 - 08.2017
- In charge of coordinating large events from initial contact, through set menu, to completion
- Exceeding guest expectations while presenting a variety of menu options, in a friendly and professional manner
- Extensive knowledge of craft beers in order to properly recommend them to guests
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Education
Bachelor of Arts - Law & Legal Studies
Carleton University
Ottawa, ON04.2016
Skills
- Employee Relationships
- Invoice Preparation and Processing
- Issue and Complaint Resolution
- Attention to Detail
- Conflict Resolution
- Excellent Communication
- Collaborative Environments
- Sales and Upselling
- Customer Relationship Management
- Customer Retention Strategies
- Workflow Management
- After-sales support
Additional Information
Tutors for Change, Colorado Springs CO
- Responding promptly to all communication from prospective tutors and families
- Working both independently and as part of the internal communication team to widen the reach of the program
- Guided troubled individuals to tools and resources necessary to meet their needs
- Interviewing and initial onboarding of new tutors via Zoom
Timeline
Service Manager
Haley Auto Group
10.2023 - Current
Service Advisor - Service Manager
The 401 Group Of Companies
03.2022 - 10.2023
Service & Sales Administration
Audi, Volkswagen
04.2021 - 03.2022
Operations & Events Manager
Bier Markt Ottawa
08.2017 - 11.2020
Server/Manager
The Black Tomato
04.2016 - 08.2017
Bachelor of Arts - Law & Legal Studies
Carleton University
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