Jo Reihana
Pukekohe,AUK
Summary
Professional and industrious service advisor committed to providing exceptional assistance to both team members and clients. Develops specific and measurable goals, improvements, and standards to continuously and consistently improve quality and reduce and eliminate errors. Successfully audits and maintains product accuracy and timely delivery resulting in customer satisfaction. Initiates quality-related SOP training and enforces procedural adherence. Highly skilled in organizing and managing simultaneous tasks to support customers and achieve business objectives. Demonstrates excellent time management abilities and a resourceful approach when handling multiple tasks. Friendly and outgoing colleague excelling in delivering exceptional customer service and administrative support. Known for building strong relationships with a positive and upbeat attitude.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Workshop Controller
Power Farming Auckland
03.2023 - Current
- Conducted regular performance evaluations of technicians, identifying areas for improvement and recommending appropriate action plans.
- Streamlined repair processes for faster turnaround times and increased customer satisfaction.
- Implemented a preventive maintenance program, resulting in fewer emergency repairs and increased workshop productivity.
- Manage. a team of 10 technicians, ensuring proper task delegation and adherence to safety protocols.
- Provided exceptional customer service by promptly addressing concerns and ensuring timely communication updates on repair progress.
- Created a safe working environment by implementing robust safety procedures compliant with OSHA regulations.
- Championed the use of advanced diagnostic equipment to accurately identify faults leading to higher first-time fix rates.
- Coordinated closely with other departments to ensure seamless workflow integration between the workshop, sales, and administrative teams.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Directed corporate decision-making and planning by monitoring and setting policies and procedures to optimize fiscal performance.
Service Advisor
Keith Andrews Trucks
10.2021 - 07.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Responded to customer requests efficiently and with knowledgeable assistance.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
Parts Advisor
Eagers Automotive
03.2021 - 10.2021
- Reached out to vendors outside usual network to find parts not available from traditional sources.
- Ordered parts from various distributors to fulfill demands.
- Researched vehicles and parts via physical catalogues and electronic means.
- Enhanced customer satisfaction with prompt and accurate fulfillment of parts orders for various vehicle models.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
Automotive Service Advisor
Eagers Automotive
04.2019 - 03.2021
- Maintained compliance with dealer and manufacturer standards for warranty repair and maintenance actions.
- Maintained fleet vehicles in good working order by following preventive and corrective maintenance schedules according to OEM.
- Wrote work orders and updated accounts in workshop computer.
- Responded to customer telephone calls, emails and in-person requests for assistance.
- Explained estimates and determined repair timelines to manage customer expectations.
- Broke down complex mechanical information into simpler parts for individuals with little or no understanding of system operations.
- Completed customer orders and warranty services according to manufacturer specifications.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Automotive Service Receptionist
AA Auto Centre
03.2015 - 03.2019
- Kept reception area clean and neat to give visitors positive first impression.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Balanced service department availability, customer schedules and maximum load levels when scheduling appointments.
- Provided clerical support to 6 company employees by copying, faxing and filing documents.
- Answered 20-30 incoming calls daily to resolve complaints and vehicle issues and schedule necessary appointments.
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking.
- Liaised with vendors, contractors and professional services personnel to properly process orders in alignment with needs and specifications of management.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledgebase.
Education
Certificate in Business - First Line Management
New Zealand Institute of Skills And Technology
09-2024
Skills
- Health and safety
- Deadline management
- Task delegation
- Workflow optimization
- Workshop management
- Process review experience
Certification
- Health and Safety Representative - Certificate of Achievement
- Forklift Licence
Timeline
Workshop Controller
Power Farming Auckland
03.2023 - Current
Service Advisor
Keith Andrews Trucks
10.2021 - 07.2022
Parts Advisor
Eagers Automotive
03.2021 - 10.2021
Automotive Service Advisor
Eagers Automotive
04.2019 - 03.2021
Automotive Service Receptionist
AA Auto Centre
03.2015 - 03.2019
Certificate in Business - First Line Management
New Zealand Institute of Skills And Technology
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