Debbie van Eck
Motor Industry - Management, Parts, Service Advisor
Cape Town
Summary
Knowledgeable and dedicated customer service professional with extensive experience in motor industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Hardworking person, enthusiastic about learning inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
26
26
years of professional experience
1
1
Language
Work History
Service advisor
Halfway Ford Kuilsrivier
12.2019 - 05.2022
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Participated in cross-functional projects aimed at improving overall company performance and customer experience.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Balanced multiple priorities effectively while ensuring timely completion of tasks without compromising quality or accuracy of work produced.
Service Advisor - Temp Position
Philwest VW
01.2019 - 12.2019
- 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.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Documented problems and corrective actions to maintain records.
- 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.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
Service advisor
Daly Ford
01.2017 - 01.2019
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Documented problems and corrective actions to maintain records.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
Senior Service Advisor
FAW Cape Town Commercial
01.2016 - 01.2017
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Worked closely with sales team members to identify potential up-sell opportunities or provide support during new vehicle purchases, resulting in increased revenue generation.
- Mentored new team members in company policies, procedures, and best practices for delivering exceptional customer service as an Automotive Service Advisor.
- Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Suggested additional services to customers in order to meet upsell goals.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Explained estimates and determined repair timelines to manage customer expectations.
- Coordinated with parts department to determine availability of necessary components.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
Parts Manager
Van der Vyver Transport
01.2014 - 01.2016
- Managed warranty claims efficiently by working closely with manufacturers to resolve issues promptly while minimizing financial losses to the company.
- Managed a team of store men, technicians, providing training and support to improve their performance and productivity.
- Created detailed reports on department performance for upper management review, identifying areas of improvement and growth opportunities.
- Ensured compliance with all relevant safety regulations within the parts department by conducting regular inspections and maintaining proper documentation.
- Analyzed sales data to identify trends, optimizing inventory levels accordingly and minimizing stockouts or overstock situations.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
- Assisted in the development of annual budgets for the department based on historical data analysis and projected needs, aligning financial resources with strategic goals.
- Implemented quality control measures for incoming parts to reduce return rates and improve overall product quality.
- Initiated cross-training programs for staff members, creating a more versatile workforce capable of handling various tasks within the department.
- Identified areas of inefficiency within the department and developed targeted solutions to address these issues, resulting in cost savings and improved processes.
- Developed strong relationships with suppliers to negotiate better pricing, ultimately reducing costs for the company.
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Set employee schedules for consistent staff coverage and delegated work assignments based upon experience and strengths.
- Provided timely, insightful and accurate reports to upper management.
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services.
- Prepared detailed project estimates and reports for management review.
- Established effective communication channels with other departments to streamline processes and improve interdepartmental collaboration.
- Maintained up-to-date knowledge on industry trends and advancements in technology to continuously improve operations within the department.
- Increased efficiency in the parts department by implementing an improved inventory management system.
Service advisor
Novel Ford Goodwood
01.2012 - 01.2015
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Documented problems and corrective actions to maintain records.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Created and maintained detailed database to develop promotional sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Maintained up-to-date knowledge of product and service changes.
Service advisor
Volvo & Landrover Cape Town
01.2012 - 01.2014
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Investigated customer complaints to identify cause of malfunctions.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Read and followed technical documentation to complete accurate repairs.
- Explained estimates and determined repair timelines to manage customer expectations.
- Coordinated with parts department to determine availability of necessary components.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Developed estimates by costing materials, supplies, and labor.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
Service advisor
Renault Stikland
01.2009 - 01.2012
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- 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.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Documented problems and corrective actions to maintain records.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed process improvements to enhance overall delivery of service.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Developed and updated databases to handle customer data.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- 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.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
Work shop manager 2.1.C
Quality Motors Stellenbosch
01.2004 - 01.2007
- Monitored sales performance closely, adjusting pricing strategies as needed to remain competitive in the market while maximizing profitability.
- Evaluated employee performance through regular reviews, setting clear expectations, and offering constructive feedback for continuous development.
- Ensured timely completion of projects with effective resource allocation and scheduling.
- Streamlined workflow processes by identifying bottlenecks and implementing strategic solutions for faster turnaround times.
- Maintained high safety standards, resulting in reduced workplace accidents and increased employee wellbeing.
- Mentored junior staff members, fostering professional growth and skill development.
- Prioritized tasks effectively based on urgency and importance, enhancing overall project management capabilities.
- Oversaw equipment maintenance schedules, prolonging the lifespan of machinery while reducing downtime due to repairs.
- Developed hands-on training programs for new employees, increasing their onboarding effectiveness.
- Enhanced customer satisfaction by consistently delivering quality workmanship and meeting deadlines.
- Purchased and oversaw inventory of supplies, tools and equipment.
- Maintained workshop activities in line with budget requirements.
- Updated policies to reflect changing demands and improve performance, quality and efficiency of workshop operations.
- Scheduled maintenance and repair projects to maintain optimal performance of all equipment and systems.
- Implemented cost-saving initiatives, reducing overall expenses without compromising product quality.
- Improved workshop efficiency by streamlining processes and implementing lean manufacturing techniques.
Service Advisor & Parts Representative
S sang Yong - Strand
01.2001 - 01.2004
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- 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.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Conducted regular audits of inventory to ensure accuracy and adherence to company policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Demonstrated excellent communication skills when liaising between customers, suppliers, and internal stakeholders.
Sales parts Representative
Alert Engine parts
01.1996 - 01.2001
- Handling of booked and walking customers (30+), Dealing with service providers
- Provided exceptional customer service by promptly resolving issues related to part returns, exchanges, or warranties.
- Participated in ongoing training programs to stay updated on industry trends, new products, and best practices in parts management.
- Demonstrated excellent communication skills when liaising between customers, suppliers, and internal stakeholders.
- Increased repeat business by providing knowledgeable recommendations on maintenance schedules and part replacements based on individual needs.
- Kept up-to-date with industry trends, new product releases, and competitor offerings to stay ahead in the market.
- Established strong relationships with suppliers, negotiating favorable pricing and terms for the company.
- Boosted sales revenue by effectively upselling related products and services to customers.
- Reached out to vendors outside usual network to find parts not available from traditional sources.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Ordered parts from various distributors to fulfill demands.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Reviewed current processes and procedures and implemented proactive adjustments to maintain quality, service and sales standards.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Examined returned parts for defects and exchanged defective parts or refunded money.
- Handled all customer service issues quickly to maintain high satisfaction levels.
- Advised customers on substitution or modification of parts to replace original manufacturer parts.
- Met customer needs by looking up stock numbers and prices for various parts, identifying correct items and placing timely orders.
- Verified shipments against receipts and provided advice to customers about right type of parts needed for specific projects.
- Assisted customers by responding to complaints and offering updates on back-ordered parts.
- Organized parts storage and stocked inventory according to established guidelines.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Stocked and managed stock of parts.
- Recommended alternative parts if necessary and taught customers fundamentals of part modification and repair.
- Assisted customers in finding appropriate parts promptly.
- Provided exceptional customer service through active listening, empathizing with issues, and offering effective solutions promptly.
Education
High School Diploma -
04.2001 -
- Grade: Grade 12 (Passed)
- Subjects: English, Afrikaans, Math's, Biology, Scenes, Computer Application Technology
Skills
I remain true to my own personal goals and aspirations I am reliable, honest and loyal I view tasks given to me in a serious light and always endeavour to complete such task successfully and within the given and expected period I have exceptional determination, endurance, and communication, strong leadership organizational and interpersonal skills
Technical knowledge
Product and service knowledge
Problem-solving abilities
Professionalism
Stock management
Calm and Professional Under Pressure
Accomplishments
- Business Management Course 1,2,3 (2001- 94%)
- Senior service advisor level 1-5 advanced course
- Workshop management course ( 2 years)
- Technical & Tyre course
- Dealing with difficult people 2007
- Customer Approached, 2007
- GM follow up & handling complaints, 2012
- GM sales process, 2012
- GM customer satisfaction, 2012
- GM caring out the repair, 2012
- GM global warranty management ,2012
- GM goal setting
- OCSI -consistently above 95 %
- Windows
- Microsoft word & excel
- Spiral soft
- Point of sale
- Pastel accounting
- Free way
- Automate
- Encore
- Kerridge
- Nursing Diploma
- Caring for the elderly & disable
Physical Address
103 Montavista Blv, Monta Vista , 7460
Licence
Code 14(EC+PDP)
Personal Information
- Available: immediately
- ID Number: 7602030240085
- Gender: Female
- Nationality: South African
- Marital Status: Married
- Valid Passport
Dependants
non
Timeline
Service advisor - Halfway Ford Kuilsrivier
12.2019 - 05.2022
Service Advisor - Temp Position - Philwest VW
01.2019 - 12.2019
Service advisor - Daly Ford
01.2017 - 01.2019
Senior Service Advisor - FAW Cape Town Commercial
01.2016 - 01.2017
Parts Manager - Van der Vyver Transport
01.2014 - 01.2016
Service advisor - Novel Ford Goodwood
01.2012 - 01.2015
Service advisor - Volvo & Landrover Cape Town
01.2012 - 01.2014
Service advisor - Renault Stikland
01.2009 - 01.2012
Work shop manager 2.1.C - Quality Motors Stellenbosch
01.2004 - 01.2007
High School Gymnasium - High School Diploma,
04.2001 -
Service Advisor & Parts Representative - S sang Yong - Strand
01.2001 - 01.2004
Sales parts Representative - Alert Engine parts
01.1996 - 01.2001