Nishaat Arends
Service Advisor / 2IC
Randburg,GP
Summary
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. 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.
Overview
14
14
years of professional experience
Work History
Service advisor, Administration, 2IC
Hey Carter Dealerships
2021.05 - Current
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Developed estimates by costing materials, supplies, and labor.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Met customer call guidelines for service levels, handle time and productivity.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed process improvements to enhance overall delivery of service.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Delivered prompt service to prioritize customer needs.
- Suggested additional services to customers in order to meet upsell goals.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Managed timely and effective replacement of damaged or missing products.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Investigated and resolved customer inquiries and complaints quickly.
Cashier
Osbro Cash and Carry
2008.12 - 1 2009
- Welcoming customers, answering their questions, helping them locate items, and providing advice or recommendations
- Operating scanners, scales, cash registers, and other electronics
- Balancing the cash register and generating reports for credit and debit sales
- Accepting payments, ensuring all prices and quantities are accurate and proving a receipt to every customer
- Processing refunds and exchanges, resolving complaints
- TEMP POSITION, SCHOOL HOLIDAYS
Service advisor
Paul Maher Ford
2019.06 - 2021.03
- Greeting customers and directing them to an available technician
- Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
- Answering customer questions about service outcomes and consulting with technicians when necessary
- Informing customers about potential cost savings and warranty protections
- Assisting customer with deciding to fix their car through the dealership's shop or trading the vehicle in
- Overseeing and managing the service center's scheduling and workflow
- Informing customers of changes in service or when their vehicle is ready to be picked up
- RETRENCHED
Service advisor
Strijdom Park VW
2015.05 - 2019.05
- Greeting customers and directing them to an available technician
- Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
- Answering customer questions about service outcomes and consulting with technicians when necessary
- Informing customers about potential cost savings and warranty protections
- Assisting customer with deciding to fix their car through the dealership's shop or trading the vehicle in
- Overseeing and managing the service center's scheduling and workflow
- Informing customers of changes in service or when their vehicle is ready to be picked up
- PERMANENT JOB, LEFT FOR BETTER OPPORTUNITIES.
Service advisor, Booking clerk, Costing clerk
Lindsay Saker Rivonia
2013.04 - 2015.04
- Greeting customers and directing them to an available technician
- Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
- Answering customer questions about service outcomes and consulting with technicians when necessary
- Informing customers about potential cost savings and warranty protections
- Assisting customer with deciding to fix their car through the dealership's shop or trading the vehicle in
- Overseeing and managing the service center's scheduling and workflow
- Informing customers of changes in service or when their vehicle is ready to be picked up
- PERMANENT POSITION, LEFT AS THE COMPANY SOLD IT TO HATFIELD AND HATFIELD HAD NO OPPORTUNITIES FOR ME
Filing clerk, Service reception, Service advisor
Peugeot Northcliff
2010.08 - 2013.03
- Checking incoming paperwork (correspondence, invoices etc.) and making copies before distributing
- Sorting all papers alphabetically and according to content, dates, significance etc
- Creating or update records with new files and information
- Greet and welcome guests as soon as they arrive at the office
- Direct visitors to the appropriate person and office
- Answer, screen and forward incoming phone calls
- Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g., pens, forms and brochures)
- Consulting with technicians about needed repairs and alternatives that can be offered in place of expensive repairs
- Answering customer questions about service outcomes and consulting with technicians when necessary
- Informing customers about potential cost savings and warranty protections
- Assisting customer with deciding to fix their car through the dealership's shop or trading the vehicle in
- Overseeing and managing the service center's scheduling and workflow
- PERMANENT POSITION, LEFT TO ENHANCE MY CAREER
Debt Collector
Johnston & Partners
2010.01 - 2010.07
- Manage multiple delinquent accounts for debt collection efforts
- Keep track of assigned accounts to identify outstanding debts
- Plan a course of action to recover outstanding payments
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- TEMP POSITION
Education
National senior certificate -
Hoërskool Die Burger
2008.01 - 2008.05
Volkswagen International Service Advisor - undefined
Volkswagen
Certified Service Advisor - Service Advisor
Suzuki South Africa
Marlboro 2001.04 -
Skills
Microsoft Word
undefinedDescription
Preparing daily work orders for the day for customers for daily service appointments. Greeting customers as they arrive at the dealership for bookings. Moving customers vehicles to the location in the shop for repairs. Keeping accurate and detailed documentation for customers current repairs and future repairs. Answering incoming calls to the dealership, transfer phone calls to other employees and correct departments. Answering any customer questions on repairs and problem solving where applicable. Setting up new appointments in the service department for future customer repairs. Working closely with certified technicians in the shop area on the diagnosis the customer's vehicle with any failures and needed repairs. Working closely over the phone and in person with maintenance and warranty companies in getting prior approval for repairs/services to customer's vehicles.
Personal Information
- Gender: Female
- Driving License: B
References
- Mrs R Mohammed, 011 336 2929
- Mrs R Kannemeyer, 011 673 4692 / 082 769 2444
- Mr Donald Struthers, 011 478 1777
- Adrian Van Der Heever
- Andre Grobler, 011 795 5000 / 082 771 0476, agrobler@cfaomotors.co.za
- Ben Van Niekerk, 011 431 1781 / 079 646 8626, ben@maherauto.co.za
- Malcolm Du Plessis, 010 045 2668, malcolm.duplesis@heycarter.co.za
Timeline
Service advisor, Administration, 2IC
Hey Carter Dealerships
2021.05 - Current
Service advisor
Paul Maher Ford
2019.06 - 2021.03
Service advisor
Strijdom Park VW
2015.05 - 2019.05
Service advisor, Booking clerk, Costing clerk
Lindsay Saker Rivonia
2013.04 - 2015.04
Filing clerk, Service reception, Service advisor
Peugeot Northcliff
2010.08 - 2013.03
Debt Collector
Johnston & Partners
2010.01 - 2010.07
Cashier
Osbro Cash and Carry
2008.12 - 1 2009
National senior certificate -
Hoërskool Die Burger
2008.01 - 2008.05
Certified Service Advisor - Service Advisor
Suzuki South Africa
2001.04 -
Volkswagen International Service Advisor - undefined
Volkswagen
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