Anthony Ponce
Libertyville,IL
Summary
A seasoned Service Advisor at Autonation Toyota Scion Libertyville, I excel in customer service and vehicle assessment, ensuring satisfaction and loyalty. Fluent in Spanish, my expertise in complaint resolution and upselling significantly boosted sales targets. My proactive approach and strong work ethic fostered a team-oriented environment, enhancing overall service quality.
Experienced with assessing vehicle conditions and advising on necessary repairs. Utilizes technical knowledge and client communication to ensure optimal service delivery. Track record of building strong customer relationships and maintaining high levels of satisfaction.
Customer service professional bringing extensive experience in automotive industry specializing in client relations and service delivery. Proven ability to diagnose vehicle issues accurately and manage repair processes smoothly. Known for exceptional team collaboration and reliability adapting seamlessly to evolving customer needs and industry changes.
Overview
5
5
years of professional experience
Work History
Service Advisor
Autonation Toyota Scion Libertyville
12.2022 - 01.2025
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- 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.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Ensured to distribute work between technician's efficiently
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Managed about 30 incoming calls and emails per day by customers
- Managed appointments
Parts Counter Person
Autonation Toyota Scion Libertyville
12.2021 - 12.2022
- Developed strong relationships with clientele through consistent follow-up calls and personalized service recommendations.
- Assisted customers with locating specific parts, leading to a streamlined shopping experience.
- Conducted regular inventory audits, identifying discrepancies and making necessary adjustments to maintain accurate records.
- Provided exceptional customer support to every guest to promote satisfaction and meet service guidelines.
- Increased customer satisfaction by providing excellent service and knowledge of automotive parts.
- Processed customer orders accurately and efficiently, contributing to repeat business.
- Utilized computer systems to look up part information, expediting the sales process and enhancing customer satisfaction.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Collaborated with team members to maintain a clean and organized workspace, promoting an efficient work environment.
Assistant Manager
AutoZone
05.2020 - 12.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed approximately 30 incoming calls per day from customers. Managed inventory levels to minimize stockouts while reducing overhead costs.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Education
High School Diploma -
Mundelein High School
Mundelein, IL05-2022
Skills
- People skills
- Bilingual (spanish)
- Customer service
- 2 Years in dealership service
- Automotive Knowledge
- Computer skills/CDK/Tablet
- Multitasking and organization
- Energetic
- Strong work ethic
- Listening skills
- Attention to detail
- Excellent communication
- Team player mentality
- Handling customer complaints
- Complaint resolution
- Goal-oriented mindset
- Workflow management
- Documentation and reporting
- Quality control
- Warranty claims process management
- Sales expertise
- Call center operations
- Maintenance reporting
- Relationship building
- Problem resolution
- Teamwork and collaboration
- Calm and professional under pressure
- Service upselling
- Product knowledge
- Calm under pressure
- Service recommendations
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Service Advisor
Autonation Toyota Scion Libertyville
12.2022 - 01.2025
Parts Counter Person
Autonation Toyota Scion Libertyville
12.2021 - 12.2022
Assistant Manager
AutoZone
05.2020 - 12.2022
High School Diploma -
Mundelein High School
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