Adele Strydom
Service Advisor
Cullinan
Summary
Dynamic Service Advisor with a proven track record at CMH Volvo, excelling in customer service and conflict resolution. Achieved high customer satisfaction through effective communication and tailored service recommendations. Skilled in warranty claims management and data processing, fostering long-term client relationships while consistently exceeding performance goals.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Service Advisor
CMH Volvo
Hatfield
12.2002 - 06.2010
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments though booking 20-30 vehicles per day depending on how many hours were available in the workshop.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Identified and resolved discrepancies and errors in customer accounts.
Service Advisor and Warranty Clerk
Aston Auto - Mahindra
Bryanston
01.2000 - 11.2002
- • Allocating Workshop Hours
- • Banking
- • Booking in of up to 30 vehicles per day. Depending on workshop available hours. I was the only service advisor working there.
- • Capturing sublet invoices
- • Capturing parts into stock
- • Costing of Job Cards for cash clients, fleets and Warranty Claims
- • Client follow ups
- • Daily Banking
- • Ensuring Clients were satisfied with the work done on their vehicles • Handling of client complaints
- • Handing over of vehicles to clients when collecting and explaining work done
- • Handling and balancing of Workshop Creditors
- • Invoicing
- • Monitoring and maintaining Work-In-Progress daily
Education
No Degree - Christian Life Coach Minister And Youth Minister
Christian Leaders Institute
Michigan 04.2001 -
No Degree - High School
Hans Moore Technical School
South Africa 04.2001 -
No Degree - Primary School
Laerskool Dunnottar
Dunnottar, South Africa 04.2001 -
Skills
- Customer service
- Computer skills
- Service estimates
- Excellent communication
- Service recommendations
- Cost estimation
- Documentation and reporting
- Quality control
- Listening skills
- Price quoting
- Customer relationship management
- Handling customer complaints
- Clerical support
- Workflow management
- Customer retention
- Repairs scheduling
- Multitasking and organization
- Performance goals
- Strong work ethic
- Attention to detail
- Service order flow
- Goal-oriented mindset
- Service scheduling
- Quality inspection
- Client rapport
- Work order interpretation
- Progress reporting
- Conflict resolution
- Records management
- Warranty claims process management
- Tech-Savvy
- Order fulfillment
- Preventive maintenance coordination
- Customer consulting
- Point-of-sale system
- Maintenance reporting
- Reporting and documentation
- Program follow-up and assessment
- Bill preparation
- Effective communication
- Customer relations
- Multitasking
- Sales and upselling
- Problem-solving
- Issue and complaint resolution
- Customer service orientation
- Interpersonal skills
- Organizational skills
- Problem-solving aptitude
- Understanding customer needs
- Problem-solving abilities
- Analytical skills
- Process improvement
- Customer account management
- Report generation
- Adaptability and flexibility
- Customer retention strategies
- Professionalism
- Work prioritization
- Analytical thinking
- Active listening
- Problem resolution
- Account updating
- Self motivation
- Calm under pressure
- Continuous improvement
- Reliability
- Transaction processing
- Customer service excellence
- Time management abilities
- Calm and professional under pressure
- Service standard compliance
- Multitasking Abilities
- Call metrics
- System implementation
Data entry
Account management
Timeline
Service Advisor
CMH Volvo
12.2002 - 06.2010
No Degree - Christian Life Coach Minister And Youth Minister
Christian Leaders Institute
04.2001 -
No Degree - High School
Hans Moore Technical School
04.2001 -
No Degree - Primary School
Laerskool Dunnottar
04.2001 -
Service Advisor and Warranty Clerk
Aston Auto - Mahindra
01.2000 - 11.2002
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