Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Lisa Kenny

North Gower , ,ON

Summary

Over 25 years in customer service.

Proven to enhance operational efficiency and customer satisfaction, I leveraged technical troubleshooting and team collaboration skills at Carleton Place Ford to exceed monthly sales targets. Specializing in service scheduling and customer service management, I fostered strong relationships, achieving a significant increase in repeat business. My approach consistently prioritizes results, demonstrating reliability and a goal-oriented mindset. Seasoned Service Manager bringing [Number] years of [Industry] experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Assistant Service Manager

Carleton Place Ford
01.2018 - Current
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Met with customers to discuss service needs and offer available solutions.
  • Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
  • Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
  • Warranty Claims Review / Approver Claims officer
  • Appointment Scheduling
  • Transportation Arrangement and dispatching Driver for pick and drop off
  • MS Office Microsoft Outlook and Word
  • PBS Software
  • Cash handling - Deposit , close terminal daily transactions.
  • Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
  • Developed strong relationships with customers, resulting in repeat business and increased loyalty.
  • Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
  • Managed approximately 40 incoming calls and emails per day from customers.'

Customer Service Representative

Nicholas Automotive
03.2017 - 12.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed inventory control for parts department, maintaining accurate records to prevent stock shortages or overages.
  • Supported Service Advisor with daily tasks, ensuring smooth operations within the service department.
  • Improved customer satisfaction by promptly addressing concerns and providing solutions to any issues.
  • Proactively identified potential vehicle problems during routine maintenance checks, preventing costly future repairs for customers.
  • Assisted technicians with diagnosing vehicle issues, expediting repair times and improving overall productivity.

Service Advisor

Dan Murphy Ford
07.2017 - 11.2017
  • Educated customers regarding regular maintenance protocols to preserve vehicle condition.
  • Developed estimates by costing materials, supplies, and labor.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.'

Office Administrative Assistant

Donley's Pool Service
09.2010 - 07.2011
    • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
    • Provided clerical support to company employees by copying, faxing, and filing documents.
    • Maintained office supplies inventory by checking stock and ordering new supplies.
    • Responded to inquiries from callers seeking information.
    • Created and updated records and files to maintain document compliance.
    • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
    • Restocked supplies and submitted purchase orders to maintain stock levels.

Service Advisor

Dan Murphys - Part Of The Woolworths Group
01.2000 - 09.2010
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.

Automotive Sales Consultant

Bill Kenny Automotive
01.1990 - 08.2010
  • Maintained up-to-date knowledge of inventory, features, and specifications to better serve customers.
  • Delivered exceptional customer service, addressing concerns and resolving issues promptly.
  • Developed strong relationships with customers for repeat business and referrals.
  • Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
  • Built rapport with potential buyers through active listening skills, resulting in increased trust and successful sales closures.
  • Answered telephone and email inquiries from potential customers.
  • Streamlined sales process with efficient organization of client information and follow-up communications.
  • Car Detailing prior to customer vehicle Pick Up
  • Daily deposit

Education

High School Diploma -

South Carleton High School
Richmond, ON

Certificate - Small Business

Algonquin College
Ottawa

Skills

  • Customer service focus
  • Fleet Customer Accounts
  • Account Revenue Collections
  • Staff Training and Development
  • Technical knowledge
  • Service planning
  • Schedule Coordination
  • Operation Monitoring
  • Team building expertise
  • Database Administration
  • Employee Relations
  • Positive Attitude
  • Customer Service
  • Problem-Solving
  • Time Management
  • Reliable and Responsible
  • Multitasking and Organization
  • Goal-Oriented
  • Workplace Safety
  • Trustworthy and Honest
  • Customer Service Management
  • Team Collaboration and Leadership
  • Office Administration
  • Operational Efficiency
  • Outgoing and Energetic
  • Flexible Schedule
  • Work Planning and Prioritization
  • Technical Troubleshooting
  • Goal Setting
  • Quality Control
  • Documentation And Reporting
  • Staff Motivation
  • MS Office
  • Workflow Management
  • Service Scheduling
  • Financial Controls
  • Budget Control
  • Technical Support
  • Upselling
  • Cost Estimates
  • WIMIS
  • Workplace Safety
  • Harassment Training
  • Accounting and booking keeping
  • Cash Control
  • Multitasking, in a high paced work environment

Languages

English
Full Professional

Certification

  • Ford Canada Service and Warranty Training


Timeline

Assistant Service Manager

Carleton Place Ford
01.2018 - Current

Service Advisor

Dan Murphy Ford
07.2017 - 11.2017

Customer Service Representative

Nicholas Automotive
03.2017 - 12.2018

Office Administrative Assistant

Donley's Pool Service
09.2010 - 07.2011

Service Advisor

Dan Murphys - Part Of The Woolworths Group
01.2000 - 09.2010

Automotive Sales Consultant

Bill Kenny Automotive
01.1990 - 08.2010

High School Diploma -

South Carleton High School

Certificate - Small Business

Algonquin College

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Lisa Kenny