Kelley Murchie
CORNELIUS,NC
Summary
I am aiming to work within a company that has a positive and motivating environment working with leadership that will help achieve goals and inspire towards growth. I am a knowledgeable and dedicated customer service professional with extensive experience in customer service. 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
28
28
years of professional experience
Work History
Service Advisor
Lake Norman Chrysler Dodge Jeep Ram
03.2023 - Current
- Preparing daily work orders
- Determining automotive and services
- Upselling maintenance items recommended by manufacturer guidelines
- Scheduling service appointments
- Communicating with technicians in service department
- Selling extended warranties and maintenance contracts
- Administering warranty repairs in accordance with warranty specifications
- Building customer relationships through superior customer service
- Meeting or exceeding targeted sales goals and customer satisfaction index
- Transporting vehicles to proper designated locations
- Reaching sales goals to meet bonus and commission goals while maintaining a strong CSI survey score.
Financial representative
Amerigroup Financial
09.2022 - 03.2023
- Identify, track, manage, and investigate delinquent accounts
- Work closely with customers to negotiate payment arrangements
- Cultivate working relationships with customers, guiding them through the repayment process
- Follow up with customers to ensure payments are made in a timely manner
- Use databases to monitor and update outstanding accounts
- Keep records of all customer communications to build individual debtor cases.
Service Manager
Mini of Charleston
05.2021 - 06.2022
- Delegating and directing service tasks for team of 5 technicians and 2 service advisors
- Monitoring projects to ensure team and sales goals are met
- Handling customer concerns quickly and professionally to maintain good customer relationships
- Resolving service desk issues to increase productivity
- Auditing work and customer service to ensure dealership and company standards, efficiency and productivity goals are met
- Dealership ranked No
- 1 in nation for service effectiveness with Mini, 2021: Dealership won the Hendricks Employee Performance
- Achievement award Dealership earned No
- 1 Southern Market Balance Scorecard
- Achievement out of approximately 100 dealerships
Service Advisor
Mini of Charleston
07.2015 - 05.2021
- Preparing daily work orders
- Determining automotive and services
- Upselling maintenance items recommended by manufacturer guidelines
- Scheduling service appointments
- Communicating with technicians in the service department
- Selling extended warranties and maintenance contracts
- Administering warranty repairs in accordance with warranty specifications
- Building customer relationships through superior customer service
- Meeting or exceeding targeted sales goals and customer satisfaction index.
Parts and Service Assistant
Mini of Charleston
02.2015 - 07.2015
- Assisted parts and service departments in preparing work orders, scheduling repair appointments, customer service liaison, maintaining department standards for sales goals and customer service.
Business Development Representative
Mini of Charleston
09.2014 - 02.2015
- Scheduling potential customers for appointments with dealership sales team.
Business Development Representative
Fred Anderson Toyota
06.2014 - 09.2014
- Scheduling potential customers for appointments with dealership sales team
Food, Beverage
01.1996 - 01.2014
- Various
- Held various positions in Charleston area dining establishments from fine dining, bar tending and high tea service to waitressing
- Bakery chef at local high-volume restaurant and grocery store.
Education
Associate of Science - Culinary Arts, Science, Baking and
Institute OfCharleston
Charleston2011
Skills
- Customer service
- Organization
- Communication
- Problem solving Project
- Management
- Interests
- Fitness/biking
- Crafts/building
- Organizing/cleaning
- Cooking/baking
Additional Information
- Awards and Achievements , 2020: Placed in the top 10 service advisors in the nation 2020: Earned Achievement in Motoring award in nation 2019: Placed in the top 10 service advisors in the nation 2018: Awarded trip to BMW Performance Center event in Palm Springs, CA, for most maintenance contracts sold 2018: Awarded Grand Motoring Tour trip to Argentina for being top advisor in nation in 2017 2018: Earned Achievement in Motoring award in nation 2017: Placed in the top 5 service advisors in nation 2017: Awarded trip to London, UK, for selling most maintenance contracts in 2016 2017: Earned Achievement in Motoring award in nation 2016: Sold most maintenance contracts in 2016 for dealership 2016: Earned Achievement in Motoring award in nation
Timeline
Service Advisor
Lake Norman Chrysler Dodge Jeep Ram
03.2023 - Current
Financial representative
Amerigroup Financial
09.2022 - 03.2023
Service Manager
Mini of Charleston
05.2021 - 06.2022
Service Advisor
Mini of Charleston
07.2015 - 05.2021
Parts and Service Assistant
Mini of Charleston
02.2015 - 07.2015
Business Development Representative
Mini of Charleston
09.2014 - 02.2015
Business Development Representative
Fred Anderson Toyota
06.2014 - 09.2014
Food, Beverage
01.1996 - 01.2014
Associate of Science - Culinary Arts, Science, Baking and
Institute OfCharleston
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