Madeline Rotman
Toronto ,ON
Summary
Proven leader and adept multitasker, I excelled at Snow City Cycle Marine by enhancing customer satisfaction and loyalty through effective conflict resolution and critical thinking. Skilled in team leadership and employee development, I significantly contributed to revenue growth by upselling services, showcasing my ability to drive business success while fostering strong team and customer relationships.
Overview
11
11
years of professional experience
Work History
Service Manager
Snow City Cycle Marine
03.2020 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of 8+ service staff members to meet business goals.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
Service Writer/ Parts Specialist
Winnipeg Sport and Leisure
04.2019 - 03.2020
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Tracked parts use and charged items to customer accounts for billing.
- Served customers in-store and by telephone to answer questions and place orders.
- Issued parts to technicians to complete customers' repairs.
- Collaborated with management to develop targeted marketing initiatives that increased foot traffic to the store.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
Service Writer
Snow City Cycle Marine
01.2014 - 04.2019
- Improved customer satisfaction by providing timely and accurate service estimates.
- Addressed customer concerns promptly and professionally, creating trust and loyalty among clientele
- Logged work orders and change orders into LightSpeed database to track job status.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
- Stayed up-to-date on technical knowledge through continuous education courses and manufacturer-provided training materials.
Skills
- Team leadership
- Multitasking and organization
- Critical thinking
- Employee training and development
Timeline
Service Manager
Snow City Cycle Marine
03.2020 - Current
Service Writer/ Parts Specialist
Winnipeg Sport and Leisure
04.2019 - 03.2020
Service Writer
Snow City Cycle Marine
01.2014 - 04.2019
Similar Profiles
Jacob CalkumJacob Calkum
Apprentice at Snow Marine ConstructionApprentice at Snow Marine Construction
Niamh CaseyNiamh Casey
Rental advisor at Cycle City VancouverRental advisor at Cycle City Vancouver
Lana LaBelleLana LaBelle
Tour Guide of Vancouver at Cycle City Tours And RentalsTour Guide of Vancouver at Cycle City Tours And Rentals