Determine what vehicles need to bring the best return on investment. Set cars online and in lane for sale. Upload estimatesto bank for mechanical/body work. Communicate with bank representatives with best judgement regarding vehiclesconcerns/issues.

Responsibilities• Maintained highest selling services six months in a row• List customer concerns and ask additional questions to diagnose current problems• Verify current vehicle warranty coverage and explain fee structures• Prepare accurate and detailed repair orders that describe customer concerns, known issues, and likely causes along withservices and repairs required• Maintain high levels of customer service at all times by taking care of customers' needs while in the dealership or withloaner cars for more extensive repairs• Continuously increase knowledge of dealer services, fees, and vehicle repair needs• Processed 250 cars on average per week for vehicle maintenance• Develop and write up repair estimates via Reynolds and PBS Software and keep customers informed of changes

Responsibilities:• Recognized for performance and promoted from within to take on this challenging role• Trained new employees on the required processes and procedures for the Service Agent role• Responsible for Quality Assurance of incoming phone calls and made sure they were being conducted in accordance withcompany standards.• Help build the web program (XTime) that service agents use to schedule appointmentsWORK EXPERIENCE• Participated in meetings with service managers to help build the relationship between ServiceCentral and the dealerships• Assist and mentor Service Agents which increased productivity and lead to the advancement of at least one AssistantLead Trainer

Responsibilities:• Personally asked by upper management to assist an outside branch due to my performance and expertise• Most upselling statistics four months in a row• Prepare accurate and detailed repair orders that describe customer concerns, known issues, and likely causes along withservices and repairs• required and arranged loaner cars if repairs were extensive• Upsell services to customers which resulted in a 10% increase in services purchased• Encouraged preventative maintenance services to keep cars running at peak performance• Used comprehensive vehicle assessment sheets to show customers findings of repair team and explain additional serviceneeds.

Responsibilities:• Answer over 100 inbound calls daily from customers wanting to schedule service appointments for their vehicle. Respond to inquiries via email• Consistently held top quality assurance scores among the team• Trained new agents• Promoted from within to Night Lead after 6 months• As the night time manager, was in charge of supervising over 15 agents