Winter Bell
Los Angeles
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
9
9
years of professional experience
Work History
Service Manager
Lucid Motors
06.2021 - 08.2024
- Oversaw all facility related operations, including safety, maintenance , security and emergency preparedness, construction projects , plumbing systems and building repairs to ensure optimal functionality.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Served as liaison between manufacturing and Quality assurance teams, ensuring alignment on quality standards and vehicle specifications.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Negotiated with vendors to secure best prices for parts and supplies.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Managed and developed Service Team members and the day-to-day service business, including customer service interactions, reporting, and repairs
- Delegated and directed all service tasks, ensuring client vehicles were repaired and returned on time
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Monitored employee work and provide guidance, ongoing training, and development as needed
- Resolved all people and safety issues in a timely and effective manner, collaborated with Human Resources and EHS warranty, and legal team effectively
- Assisted with multiple mediations for repurchases and vehicles replacements
- Proven experience in recruiting, interviewing, and onboarding new hires
Service Advisor
Lucid Motors
06.2021 - 11.2021
- 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.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- 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.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
Virtual Service Advisor (Development Team)
Tesla Motors
01.2018 - 05.2021
- Assisted with development of Virtual team
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Worked closely with master technicians and engineering on all diagnostics and remote repairs as well as troubleshooting
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Schedules and route mobile and in house appointments when required
- Reviews, diverts, order parts, provides customer education remotely and diagnosis of all vehicles that schedule for service to minimize service time
- Identified and resolved discrepancies and errors in customer accounts.
Service Advisor
Tesla
01.2016 - 05.2021
- Designated trainer for all newly hired service advisors
- Provide detailed explanation of completed repairs to receiving clients
- Promptly update and relay repair costs and time of completion to clients
- Access vehicle data logs, relay that information to vehicle tech for repair
- Utilize technical data to help diagnose vehicles virtually before arrival
- Instructed clients on vehicle features and functionality changes post repair
- Determined severity of vehicle concerns to discern emergency circumstances
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
Education
California State University
Los Angeles, CA12.2008
High School -
Woodrow Wilson High School
Los Angeles, CA12.2004
Skills
- Salesforce
- Diagnostic programs
- Microsoft Office
- Outlook
- Excel
- Word
- PowerPoint
- DMS
- Garage
- SCA
- Warp
- Tableau
- Organizational skills
- Prioritization
- Communication skills
- Problem-solving skills
- Multitasking and organization
- Employee training and development
- Critical thinking
- Quality assurance
- Workplace safety
Professionalreferences
- Glenn Kuroka, Lucid Regional Service Manager, (949) 601-4160
- Ron Reyes, Lucid Assistant Service Manager, Millbrae, CA, (510) 862-7151
- Joshua Rodriguez, Lucid Assistant Service Manager, Torrance, CA, (323) 385-0483
Timeline
Service Manager
Lucid Motors
06.2021 - 08.2024
Service Advisor
Lucid Motors
06.2021 - 11.2021
Virtual Service Advisor (Development Team)
Tesla Motors
01.2018 - 05.2021
Service Advisor
Tesla
01.2016 - 05.2021
High School -
Woodrow Wilson High School
California State University
Similar Profiles
Anderson HowardAnderson Howard
Local Marketing & Sales Advisor at Lucid MotorsLocal Marketing & Sales Advisor at Lucid Motors
Jake RodenrothJake Rodenroth
Sr Manager of Operations, NA Body Repair Program at Lucid MotorsSr Manager of Operations, NA Body Repair Program at Lucid Motors
Luis MantillaLuis Mantilla
Logistics Supervisor at LUCID MOTORS,Logistics Supervisor at LUCID MOTORS,