RESUME
| WORK EXPERIENCE:
EDS, Troy, Michigan, Business Analyst January 92 - November 96
Chevrolet Dealer Assistance Service Manager November 95 - November 96
- Counsel dealers on Chevrolet Policy and Procedures
- Counsel dealer service management on efficient operations and facilities
- Administer Chevrolet funds for out of warranty repairs
- Train Dealers on warranty administration and out of warranty expense control
- Review excessive warranty claims for accuracy and issue debits when necessary
Chevrolet Technical Assistance April 94 - November 95
- Communicate vehicle diagnostic information to dealer Service Managers
- Editor and writer on TAN monthly newsletter
- Attend technical training to expand current technical knowledge
- Coordinated combining all newsletters from the center into one newsletter
- Organized and maintained a library of service manuals for Technical Assistance
- Trained employees on computer software, phone etiquette, policy, and procedure
Chevrolet Roadside Assistance Center March 93 - April 94
- Used a mainframe based computer, Windows-based Local Area Network, and toll-free (800) telecommunications network to provide roadside assistance service
- Provided automotive technical informational support for 50 advisors
- Empowered to authorize reimbursements on behalf of Chevrolet Motor Division
- Phone Trainer for new advisors starting with Roadside
- Responsible for updating the Roadside Technical Binder
Chevrolet Customer Assistance Center January 92 - March 93
- Resolved customer concerns and inquiries regarding Chevrolet and Geo vehicles
- Utilized problem-solving skills to assist Chevrolet customers while defusing anger and creating a positive customer interaction
- Provided automotive technical informational support to a team of 36 employees
- Authorized payment of repairs for out of warranty Chevrolet vehicles
| |
