Customer Service Professional

Pikes Peak Community College. 1 yr.  Communications. Broadcast theory. Entry level engineering. Speech and presentation.

Hiring Manager with FBI interview skills workshop completion including verbal and non-verbal communication modules completed.

Generation 1 automotive driveability early OBDII diagnostic training

Real Estate contract law and former licensed Real Estate Agent

Formerly State Certified First Responder/Emergency Medically Trained

Extensive training in sales and customer service in both automotive and RV parts and service.  Winning multiple awards in each catagory

Building and modifying Personal Computers for 15 years. Proficient in this field, though not certified

Very good telephone and customer service skills. Advanced communications training

Have been natural at public speaking since my days as a professional Radio Announcer, today I do professional Christian Apologetic Presentations

Service Advisor 2019-Present

Aspen Auto Clinic. Colorado Springs, Colorado

Write service oriented orders for customers that own cars and trucks.  Handling incoming calls to convert callers to customers. Utilizing extensive training through Transformers to give customers a top level experience in automotive repairs. Handling walk in customers to properly document mechanical issues with their cars. Concentrating on making the experience as transparent and convenient as possible.  Utilizing all resources to help them with transportation challenges and financial options.  Working closely with technicians to document and present known issues to customers and help them to prioritize repairs. Communicating directly with insurance companies and extended warranty companies if it applies.

Selected Accomplishments

• Striving for excellence in communication skills with staff and customers on a daily basis
• Continually training to improvement sales skills through Transformers and daily coaching with management
• Striving to master software through Mitchell and Bolt-On to supply customers with top level customer service
• Utilizing my existing experience with Extended Warranty and Insurance to insure a flawless experience
• Focusing on the mission that every customer leaves in a safer and more reliable vehicle

Lead Service Advisor 2008-2019

Camping World RV Supercenter/Freedomroads LLC., Fountain Colorado

Write service orientated orders for customers that own Recreational Vehicles.  Concentrating on manufacturer’s warranty, extended service contracts, insurance estimate and repairs, general service and diagnoses.  Assuring from check-in to check-out that the customers complaints have been properly addressed.  Managing front end customer conflicts to prevent further escalation. Dealing with technicians directly to insure that the complaint is fully understood in order to solve the chief complaint without a return visit.

Selected Accomplishments:

• Multiple awards from the President for excellent customer service
• Part of a team that won consecutive Winnebago awards yearly, first time in Winnebago history
• Assisted technicians in every aspect of RV repair, to get a better feel for what is required
• Attending various classes to understand RV repair and diagnoses

 Warehouse Manager 2007-2008

Mountain States Pipe and Supply, Colorado Springs, Colorado

Managing of large pipe and supply warehouse. Including employee scheduling. Overseeing truck dispatching. Inventory control and sales of large pipe products for gas, sewer and water

• Trained in McElroy Pipe Fusion process for HDPE pipe
• Work closely with inside and outside salesman to ensure prompt and accurate delivery of pipe and supplies
• Work with management to improve efficiency of warehouse, inventory control and full sales process

REALTOR®, Broker Associate 2006-2007

Prudential Professional, REALTORS®, Colorado Springs, Colorado

Residential Real Estate Sales.  Includes Competitive Market Analysis, Colorado Association of REALTORS’®  approved contract completion.  Assisting in Relocation customers.  Finding residential property for all levels of customer base.

 Selected Accomplishments:

• Licensed Colorado Real Estate Agent (expired)
• Member of Colorado Association of REALTORS® (expired)
• Member of National Association of REALTORS® (expired)
• Member of Pikes Peak Association of REALTORS® (expired)
• E-Certified
• FBI background clearance.

1^st Asst. Manager Jan 2006-2007

CSK Automotive, Colorado Springs, Colorado

All duties similar to below, except Part Time only, with limited management responsibilities.

District, Store, Assistant and Part Sales Manager, Sales, Commercial Driver  1991 –2005

AUTOZONE, Grand Junction and Colorado Springs, Colorado

Assumed the exact standards of setting up a new Autozone/included fixture placement based on store blueprints/precise product and signage placement. Well trained in all DIY automotive diagnosis.  Maintained store computer system /DOS based AZ Store Management System/Red Hat Linux based AZ Parts Pro Computer System.  Monitoring and enforcing all aspects of policies in regards to Loss Prevention and Safety. Established / communicated store goals and objectives while overseeing cost-efficient operations. Monitored / controlled payroll for up to 350 employees. Held to strict inventory control standards including; strict cycle counting of all merchandise on a regular basis/follow up on items returned to DC and looked for proper credit or other shrink issues/ongoing inventory control of both incoming and outgoing. Trained at the nations’ most efficient large scale Distribution Center in Phoenix AZ. Built team-oriented environment and developed skills through ongoing training. Resolved escalated customer and employee issues. Analyzed trends / sales activity.

Selected accomplishments:

• 2003 Autozone Store Manager of The Year
• 2003 Autozone Presidents Club Winner
• Three time Shrink Buster Award winner
• Two time Extra Miler Award winner
• Automotive Service Excellence P2 Automotive Parts Specialist Certified. (expired)
• Autozone Parts Pro Specialist Certified
• Emergency Medically Trained (expired)
• Lowest Regional Shrink score at .93% and top 5 lowest in California Division. (2005)

Program, Assistant and Music Director/Radio Announcer/Event D.J.  1979-1991

Concentrated on entry level Chief Engineering upon school entrance.  Attained required 3^rd Class FCC license for broadcasting.  Learned all aspects of Radio Broadcast theory.  Assisted Chief Engineers in radio and TV system maintenance.  Set up recorded music for the nations first Satellite Radio Network; TranStar.  Produced talk show program. Assisted Digital Corporation in setting up one of the first computer automation systems in radio broadcasting. Have designed every aspect of ‘on-air’ presentation including music formatting and commercial production.

Selected accomplishments:

• Top rated announcer in all shifts/25+ demographic
• Gavin Magazine Top Five Small Market Music Director Of The Year (1990)
• Successfully implemented all radio music formats except Christian and Jazz.

• Personal Computer Hardware 15 years
• Automotive Customer Service 29 years
• Automotive Store Management 15 years
• Public Speaking/Presentations 17 years

Automotive Parts, Communications, Customer Service, Intermediate IT/PC knowledge, Inventory control, Loss Prevention, Public Speaking, Safety, Warehouse Management