STEPH ORNELAS
MESA
Summary
Dynamic Lead Service Advisor at General RV with a strong focus on client satisfaction and employee training. Enhanced service efficiency through optimized scheduling and process improvements, resulting in increased customer loyalty. Skilled in conflict resolution and service estimates, fostering trust and delivering exceptional service experiences.
Overview
7
7
years of professional experience
Work History
Lead Service Advisor
General RV
12.2024 - Current
- Assisted customers in diagnosing service needs and provided accurate recommendations.
- Coordinated service appointments ensuring optimal scheduling and customer satisfaction.
- Communicated effectively with technicians to facilitate timely repairs and service completion.
- Managed customer inquiries and concerns, maintaining a professional demeanor at all times.
- Supported team members in resolving complex customer issues, fostering collaboration and knowledge sharing.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Implemented regular training sessions for staff members on new products and services, promoting continuous learning within the team.
- Developed strong relationships with clients, fostering trust and loyalty to the business.
- Mentored junior service advisors, enhancing their skills and knowledge for career growth.
- Resolved complex customer complaints, restoring client confidence in the company''s ability to provide exceptional service.
Newmar Service Advisor
Lazy Days Rv Repair & Sales
04.2019 - 12.2024
- Coordinated service appointments, ensuring timely and efficient customer support.
- Analyzed customer needs to provide tailored service recommendations and solutions.
- Managed service workflow, optimizing technician schedules for maximum efficiency.
- Resolved customer inquiries and complaints, enhancing overall satisfaction rates.
- Implemented process improvements to streamline operations and reduce turnaround times.
- Collaborated with technicians to ensure quality control and effective issue resolution.
- 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.
Education
Associate of Arts - Educational Leadership And Management
Maricopa Community Colleges, Phoenix College
Phoenix, AZSkills
- Client satisfaction
- Employee training
- Service scheduling
- Compliance management
- Staff development
- Upselling strategies
- Industry awareness
- Brand representation
- Strong work ethic
- Customer service
- Attention to detail
- Multitasking and organization
- Handling customer complaints
- Customer relationship management
- Conflict resolution
- Documentation and reporting
- Service estimates
Timeline
Lead Service Advisor
General RV
12.2024 - Current
Newmar Service Advisor
Lazy Days Rv Repair & Sales
04.2019 - 12.2024
Associate of Arts - Educational Leadership And Management
Maricopa Community Colleges, Phoenix College