Jurica Erwee

Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

• Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
• Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
• Achieved better CE results by introducing post service follow up tasks.
• Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
• Developed a new sms script that was positively received by customers and so impressive that management implemented it for the entire department.
• Explained policies on product returns in great detail, reducing repeat calls by 50%
• Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
• Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
• Product Promotion - Up-sold products and motivated customers to upgrade current product plans.

I have a sound understanding of the automotive industry, diagnostics, repairs and maintenance. I strive to deliver exceptional customer service by effectively communicating technical information to guests ensuring their understanding and satisfaction. I am able to manage service appointments, prioritizing tasks, and coordinate workflow {heijunka) in a fast-paced service environment, optimizing efficiency and minimizing downtime. Concentrating on my surroundings whilst paying a lot of attention to detail have assisted me in solving major customer related issues resulting in a positive outcome for both guest and the dealership. Training / mentoring junior service advisers with the necessary skills to help them give notch treatment to our guests have been an absolute pleasure. Especially when you see them achieving their goals as well as the company's goals. I am proficient in identifying additional service needs or products that benefit both customer and dealership. By practicing the FIX-IT-RIGHT policy, I ensure that I implement consistent reliable service with a JUST IN TIME attitude and always practicing Genchi Gembutsu (go to the source and see with your own eyes) eliminating Muda (Waste). I am able to communicate effectively with diverse customer, colleagues, and other stakeholder. When I put my mind onto something I am always determined to succeed. Staying customer focused I will go the extra mile (10 000+miles in my case) to achieve what I have put my mind to. Never to old to learn anything and always willing to learn everything. Challenges make my heart beat faster and my motivation run higher. Failure is not an option. I will sell ice to an Eskimo if that is what is needed for him to survive, thus also considering sales very strongly.

My motto in live is "If your dreams doesn't scare you... They are not big enough!"

I am an absolutely huge animal fan.  With 4 bird and 2 dogs, my life is fulfilled especially with the African Grey's and their witty comments.  I love spending time with my teenage daughter, talking about this and that of our every day lives.  Painting, diamond dotting or anything that keeps my hands busy is always a lot of fun for me.  I love watching decoration videos as it always enspire me to make something creative.  Changing a light bulb or spare wheel always fascinated me a lot.  If I don't know how something work, make Google your friend.  Drilling holes into a wall or installing sound system wiring to my car is always a lot of fun.  Nothing scares me and not job is to big or to small for me.  Creativity is the virtue.