Tibor Muresan
Thornhill
Summary
Knowledgeable Customer Service Consultant experienced serving customers' needs and cross-selling company offerings. Offer exceptional support by staying current on company policies and asking targeted questions to quickly get to root of issues. Successful at consistently exceeding performance targets. Attentive Senior Service Consultant with proven skills in customer relations and problem-solving. Manage high call volumes with excellent multitasking and prioritization skills. Converse easily with people of different backgrounds to prove industry-leading service.
Overview
26
26
years of professional experience
Work History
Senior Customer Service Consultant
Coventry North Jaguar Land Rover
04.2014 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Documented problems and corrective actions to maintain records.
- 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.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- 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.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Coordinated with parts department to determine availability of necessary components.
Service Manager
Maranello BMW
03.2010 - 03.2014
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Service Manager
Mini Vaughan West
04.2005 - 03.2010
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Resolved customer complaints in professional and timely manner.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Analyzed service reports to identify areas of improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
Service Advisor
Maranello BMW
11.2001 - 03.2005
- 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.
- 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.
- 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.
- 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.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Junior Service Advisor
Lawrence Park Land Rover
10.1997 - 11.2001
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Education
Bachelor of Science - Electrical Engineering
Technical University of Cluj Napoca
Cluj Napoca07.1989
Skills
- Product Knowledge
- Problem Solving
- Decision Making
- Time Management
- Strategic Planning
- Performance Monitoring
- Training Development
- Policy Implementation
- Team Leadership
- Active Listening
- Effective Communication
- Complaint Handling
Languages
English
Native or Bilingual
Romanian
Native or Bilingual
Hungarian
Native or Bilingual
French
Elementary
Italian
Limited Working
Timeline
Senior Customer Service Consultant
Coventry North Jaguar Land Rover
04.2014 - Current
Service Manager
Maranello BMW
03.2010 - 03.2014
Service Manager
Mini Vaughan West
04.2005 - 03.2010
Service Advisor
Maranello BMW
11.2001 - 03.2005
Junior Service Advisor
Lawrence Park Land Rover
10.1997 - 11.2001
Bachelor of Science - Electrical Engineering
Technical University of Cluj Napoca
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