Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

STEVEN LIU

San Marino

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support.

Overview

1
1
Certification

Work History

Estimator

D-1 Auto Body
03.2024 - Current
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.

Collision Repair Specialist

New Century BMW Certified Collision Center
  • Replaced or repaired parts to complete daily work orders on vehicles.
  • Inspected automotive repairs to match paint and maintain body appearance.
  • Monitored parts and materials storage area and maintained stock replenishment and organization.
  • Distributed vehicle parts to technicians for replacement on in-shop vehicles.
  • Maintained and recorded costs of materials and supplies to assist with job costing and revenue projections.
  • Maintained vendor relationships and negotiated pricing to obtain best financing for parts orders.
  • Routed paperwork such as invoices and packing lists to accounting department.
  • Worked with accounts department to prepare final invoices for settlements with insurance company.

Collision Estimator

Service King Collision Center
  • Conducted final quality control check of vehicles prior to customer delivery.
  • Advised customers of repair plans, discussing payment options to finalize work orders.
  • Evaluated different repair methodologies to create collision estimates for damages.
  • Adhered to DRP insurance procedures and rates applicable to estimates.
  • Reviewed factual information to determine costs to repair applicable damages.
  • Used strong communication skills to negotiate final damage estimates and shop repair costs.
  • Took photographs and wrote detailed summaries to document damage.
  • Appraised wide range of vans, light trucks and passenger cars.
  • Assisted customers with setting up rental cars for duration of repairs.
  • Maintained and recorded costs of materials and supplies to assist with job costing and revenue projections.

Estimator

AutoNation Collision
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Recommended additional, useful services to customers to increase overall sales.
  • Answered phone calls and responded to questions and concerns.
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
  • Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
  • Examined records and papers to verify warranty and service contract coverage.
  • Researched coverages under warranties and determined requirements for coverage.

Service Advisor

Cadillac Beverly Hills
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.

Project Manager

Spectrum Collision Center
  • Provided quotes on repairs with great accuracy, taking insurance, type of car and extent of damage into consideration.
  • Completed appraisals on automobiles, light trucks, custom cars, vans and many other vehicle types.
  • Negotiated completed damage estimates and repair costs.
  • Inspected vehicles to evaluate necessary repairs and determine extent of damage.
  • Examined client financial records to inform on possible plans for total-loss vehicles or large repairs.
  • Helped customers obtain alternate transportation via rental car services.
  • Documented damage with photographs and detailed written descriptions.
  • Prepared insurance forms on behalf of customers, detailing damage details, car conditions and shop quotes.
  • Advised clients on plans for repairs, possible value of salvage parts and appropriate mechanics for repairs needed.

Service Advisor

House Of Imports Mercedes Benz
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Escalated incidents to next level to remain compliant with company's standards and procedures.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Recommended products to customers, thoroughly explaining details.

Collision Specialist

New Century BMW Certified Collision Center
  • Proficiency with ADP , CCC ONE , Mitchell. Audatex , Enterprice ARMS.
  • Prepared repair orders, estimates, and supplements to be performed.
  • Maintained professional contact with customers and adjusters on status of vehicles.
  • Performed body repairs on vehicles as needed.
  • Evaluate and check for necessity and cost of repairs to the automobile.
  • Utilize customer response, visual inspection, road tests and mechanical testing devices to determine automobile repair need.
  • Collect insurance estimates after reviewing extent of auto damage and resolve replacement and repair requirements.
  • Draft work order consisting of required repair services after approvals and enter the order into work management system.
  • Record and maintain repair details in auto body shop records.

Marketing Executive / Estimator

Wondries Family Collision Center
  • Proficiency with CCC One, and Mitchell estimating systems.
  • Estimates cost of labor and parts to repair or replace each damaged item.
  • Prepares insurance forms to indicate repair cost estimates and recommendations.
  • Works with technicians to submit accurate estimates - continually work to reduce supplements.
  • Gives accurate promised times and notifies customers immediately of any changes or delays.
  • Verifies insurance payment, rental authorization, and balance due prior to release of vehicles.
  • Performs a quality control check and inspects each vehicle after repairs are completed.
  • Maintain high levels of customer and insurance company satisfaction.
  • Analytics/reporting and insights.
  • General strategic/tactical consultation.
  • Develop and manage strategic social marketing plans.
  • Provide strategic support to new business and service-development activities.

Assistant Service Advisor

AUDI BEVERLY HILLS
  • Proficiency with ADP , CDK , MPI , Karma system.
  • Greet service clients promptly and courteously at their vehicle.
  • Assist clients with alternate transportation.
  • Pick-up and deliver client vehicles.
  • Perform follow up calls/ CSI emails to ensure client satisfaction.
  • Contract coverage and review with customers.
  • Dispatch service work to assigned technician team.
  • Submit all warranty and insurance claims and work with the adjuster as necessary.
  • Monitor the progress of each vehicle throughout the day, and updating customers frequently.
  • Increase customer satisfaction by building customer relations.

Education

Master of Science - Hospitality Management

California State Polytechnic University, Pomona
Pomona, CA

Bachelor of Science - Marketing Management

California State Polytechnic University, Pomona
Pomona, CA
2017

Skills

  • Strong organizational skills Active listening skills
  • Energetic work attitude Store maintenance ability
  • Inventory control Telephone inquiries specialist
  • Customer service Invoice processing
  • Telecommunication skills Opening/closing procedures
  • Operations management
  • Fluent in Chinese
  • Customer satisfaction
  • Marketing plans
  • Operations management
  • Strong organizational skills, problem solving , progress, quality control, repairs, reporting, requirement, safety, sales, strategic, technician

Certification

BMW Certifications: 

  • BMW History & Geritage. 
  • Online Resources for Collision Repair. 
  • BMW Collision Advisor Traning. 
  • Glass Repair and Replacement. 
  • Punching Tool Set For Bumper PDC, PMA , SVC.
  • Body Repair Level 1. 
  • Fundamentals of steel. 
  • Fundamentals of Aluminum. 
  • GRAV Repair. 
  • Estimator Training for Small and Medium Outer Panel Repair. 
  • Collision Advisor Sales Negotiation. 
  • Fundamentals of Carbon. 
  • G30 Body 
  • G12 Body Introduction 
  • G12 Product Introduction Body Repair Level 1 
  • I01 Introduction. 
  • I01 Body Repair Level 1. 
  • I01 Product Introduction Body Repair Level 1. 
  • I12 Introduction. 
  • I12 Body Repair Level 1. 
  • I12 Product Introduction Body Repair Level 1. 

Timeline

Estimator

D-1 Auto Body
03.2024 - Current

Collision Repair Specialist

New Century BMW Certified Collision Center

Collision Estimator

Service King Collision Center

Estimator

AutoNation Collision

Service Advisor

Cadillac Beverly Hills

Project Manager

Spectrum Collision Center

Service Advisor

House Of Imports Mercedes Benz

Collision Specialist

New Century BMW Certified Collision Center

Marketing Executive / Estimator

Wondries Family Collision Center

Assistant Service Advisor

AUDI BEVERLY HILLS

Master of Science - Hospitality Management

California State Polytechnic University, Pomona

Bachelor of Science - Marketing Management

California State Polytechnic University, Pomona

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