PAIGE HANNA
DrumHead,NS
Summary
Personal Attributes
Ability to develop and strengthen customer relationships by anticipating needs and providing solutions to those needs Life-long learner, that is team focused and values driven Punctual, respectful and reliable Confident and professional in sales. Thorough knowledge and use of Microsoft office, Excel, and electronic email Excellent customer service skills Ability to work unsupervised or in a team environment Ability to handle difficult situations and retain customers. Knowledgeable and dedicated customer service professional with extensive experience in any industry. Solid team player with an 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
10
10
years of professional experience
Work History
Service Advisor/Parts Advisor/Receiving Clerk/ Warranty Manager
Go Powersports Ltd.
09.2015 - 06.2019
- Sourcing and ordering parts and accessories for both customers and technicians for work orders;
- Shipping and receiving parts to customers and warranty suppliers
- Keep shelves stocked with new merchandise
- Reading and analyzing service and parts manuals
- Providing quotes on parts and service labor to customers, insurance companies and warranty suppliers
- Opening and closing service work orders
- Posting warranty work orders to warranty suppliers, receiving and posting warranty payments
-
- Payroll, accounts receivables and payable, cash balancing
- Scheduling technicians for work to be completed
- Conflict resolution skills, retaining customers and employees
- Responsible for updating training on a regular basis
- Cont'd page
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Developed process improvements to enhance overall delivery of service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Manager of Operations
DrumHead Lobster Pound
04.2021 - Current
- Customer Service
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Partnered with vendors and suppliers to effectively manage and budget.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Service Writer
Shore Cycle And Marine
12.2020 - 07.2021
- Responded to customer calls and emails to answer questions about products and services.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Presented different repair options to customers to help each person make appropriate choices.
- Logged work orders and change orders into Lightspeed database to track job status.
- Gathered information through research and vendor inquiries to provide job estimates.
- Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Boosted service revenue 35% by proactively promoting additional service options.
- Promoted available products and services to customers during service, account management, and order calls.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Service Advisor
Kings County Honda
01.2019 - 12.2020
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed 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.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Owner/Operator
Fish On The Fly (Food Truck)
06.2013 - 11.2015
- Managed day-to-day business operations.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Assessed income and expenses and adapted plans to improve profit levels.
- Trained and motivated employees to perform daily business functions.
- Prepared annual budgets with controls to prevent overages.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Operated with safety and skill to avoid accidents and delays.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maximized load safety by balancing, securing, and weighing products.
- Verified contents of inventory loads against Bills of Lading.
- Completed payroll, payroll remittances, accounts receivables and payables, cash balancing and bank deposits.
Education
No Degree - Motorcycle Power Products Repair
Nova Scotia Community College
Sydney, NS06.2011
No Degree - Travel and Tourism
Success Business College
Truro06.2001
No Degree - Advanced Academic Grade 12
Nova Scotia Community College
Truro, NS06.1996
Skills
- Automotive Maintenance
- Creative Solutions
- Information Updates
- Sales Expertise
- Order Fulfillment
- Microsoft Office
- Administrative and Office Support
- Monetary Transactions
- Performance Feedback
- Membership Inquiries and Renewals
- Team Collaboration
- Order and Refund Processing
- Staff Training
- Warranty Claims Process Management
- Employee Performance Evaluations
- Documentation
- Trained in Salesforce
- Diagnostics and Repair
- Estimating Accuracy
- Conflict Resolution
- Calm and Professional Under Pressure
- Document and Records Management
- Sales and Upselling
- Team Meetings
- Account Management
- Work flow planning
- Cost reduction strategies
Timeline
Manager of Operations
DrumHead Lobster Pound
04.2021 - Current
Service Writer
Shore Cycle And Marine
12.2020 - 07.2021
Service Advisor
Kings County Honda
01.2019 - 12.2020
Service Advisor/Parts Advisor/Receiving Clerk/ Warranty Manager
Go Powersports Ltd.
09.2015 - 06.2019
Owner/Operator
Fish On The Fly (Food Truck)
06.2013 - 11.2015
No Degree - Motorcycle Power Products Repair
Nova Scotia Community College
No Degree - Travel and Tourism
Success Business College
No Degree - Advanced Academic Grade 12
Nova Scotia Community College
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