Kathy Winstanley
Nanaimo,BC
Summary
Knowledgeable and dedicated customer service professional with experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Administrative Assistant
K & M Inspections
02.2023 - Current
- Executed record filing system to improve document organization and management.
- Assisted development and implementation of new administrative procedures.
- Developed strategies to streamline and improve office procedures.
- Created and maintained databases to track and record customer data.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
Service Advisor
Northstar Ford
04.2021 - 04.2023
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Followed company policy and safety procedures as directed.
- Checked warranty status, searched for applicable recalls and previous repair history to be prepared to deliver customized service to each customer.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Built descriptive work orders to communicate effectively with technicians to list deficiencies, recalls or reoccurring concerns.
- Suggested additional services to customers in order to meet upsell goals.
- Developed accurate estimates by costing materials, supplies, and labor.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Interpreted diagnostic results to provide accurate repair recommendations and time frame for repair and parts availability.
- Ensure all billing is correct and PO's are provided if needed.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Familiar with CDK operating software.
Assistant Front of House Manager
Pappas Firehall Bistro
10.2016 - 06.2017
- Provide guests with a pleasant dining experience, take food and beverage orders, prepare beverages, clean tables, supervise staff, open and closing duties and cash handling
- Extra duties were to balance daily cash-outs, assist with payroll and ordering bar supplies and inventory.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Handled complaints, settled disputes, and resolved grievances to maintain customer satisfaction.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
Reception/Accounts Manager
Skaha Ford Inc.
04.2010 - 05.2014
- Started as a receptionist and then was promoted to Accounts Manager
- Duties were to code invoices, reconcile accounts payables and receivables, pay all outstanding invoices and post all payments to customer accounts
- Also, to prepare bank deposits, order office supplies and answering phones
- Data entry including customer records, sales deals and booking in new vehicle inventory into ADP/CDK System
- Prepare files and deals for processing for vehicle clerk
- Cash handling at Parts and Service counter to close customer invoices and balance register.
Education
Diploma - Criminology
Douglas College
New Westminster, BC 05.2002 - 01.2006
High School Diploma, French Immersion - undefined
Penticton Secondary School
01.1996 - 01.2000
Skills
Writing Reports
undefinedReferences
- Mackenzie Seivewright, Assistant Service Manager, 780-713-2869
- Adrienne Kavanaugh, Colleague 250-809-4233
Certification
Class 5 Drivers License - Current
Timeline
Administrative Assistant
K & M Inspections
02.2023 - Current
Service Advisor
Northstar Ford
04.2021 - 04.2023
Assistant Front of House Manager
Pappas Firehall Bistro
10.2016 - 06.2017
Reception/Accounts Manager
Skaha Ford Inc.
04.2010 - 05.2014
Diploma - Criminology
Douglas College
05.2002 - 01.2006
High School Diploma, French Immersion - undefined
Penticton Secondary School
01.1996 - 01.2000
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