ANDRE WANZER
Clinton,MD
Summary
Automotive Service Writer
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Overview
16
16
years of professional experience
Work History
Automotive Service Writer
Fort Washington Tire Pros
Fort Washington, Maryland
06.2021 - Current
- Assisted customers by looking up product information, inventory, and pricing
- Prepared repair orders and obtained necessary signatures to maintain company records
- Responded to inquiries from customers about product functionality, pricing information and general questions
- Processed payments and managed point-of-sale operations
- Advised customers on automotive maintenance and repair services
- Scheduled service appointments for customers
- Provided customers correct estimates of maintenance and repair costs
- Resolved customer complaints with polite and patient conduct for optimal customer service
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
- Navigated multiple computer systems and applications and utilized search tools to find information
- Offered personalized service solutions to customers, resulting in improved customer satisfaction
- Verified warranty and service contract coverage by examining records and papers and explaining provisions and exclusions
- Reviewed work orders for completeness and accuracy prior to customer billing
- Contacted customers to relay details and extra costs associated with additional work
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Created repair orders based on customer needs and concerns, dispatching orders to proper technicians
- Answered phone calls from potential customers to schedule appointments for services or parts sales
- Developed estimates by determining prices and charges for materials, supplies and labor
- Determined automotive problems and services by listening to customer's description of symptoms
Service Center Manager
Valvoline Instant Oil Change
Manassas, Virginia
07.2017 - 06.2021
- Developed existing team into high productivity, results-oriented unit through creative initiatives
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable
- Oversaw personnel to maintain adequate staffing and minimize overtime
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Created weekly schedules based on predicted staffing needs, budgets and employee requests
- Executed productivity benchmarks across departments to maximize company revenue
Technician
Valvoline Instant Oil Change
Manassas, Virginia
07.2015 - 12.2017
- Inspected and tested machinery to detect malfunctions
- Performed equipment diagnostics to recommend corrective actions for operational problems
- Implemented and enforced adherence to preventative maintenance schedules
- Informed customers of additional products and services to enhance experience and meet monthly sales goals
Automotive Tech Assistant
World Auto Direct
Washington, DC
06.2009 - 07.2014
Education
High School Diploma -
Forest Park High School
Woodbridge, Virginia06.2009
Skills
- Accounts Payable
- Accounts Receivable
- Customer Inquiries
- Customer Service
- Repair Documentation
- Estimating costs
- Warranty processing
- Vehicle inspection
- Empathy and patience
- Repair order management
- Work order prioritization
- Automotive systems
Timeline
Automotive Service Writer
Fort Washington Tire Pros
06.2021 - Current
Service Center Manager
Valvoline Instant Oil Change
07.2017 - 06.2021
Technician
Valvoline Instant Oil Change
07.2015 - 12.2017
Automotive Tech Assistant
World Auto Direct
06.2009 - 07.2014
High School Diploma -
Forest Park High School