Summary
Overview
Work History
Education
Skills
References
Languages
Languages
Work Availability
Timeline
Carmen Frontera

Carmen Frontera

San Sebastián
Life should not be a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside in a cloud of smoke, thoroughly used up, totally worn out, and loudly proclaiming "Wow! What a Ride!"
Hunter S. Thompson

Summary

Results-oriented Automotive Service Advisor with a proven track record in enhancing customer satisfaction through exceptional service delivery. Expertise in automotive repair knowledge and workflow management, coupled with strong communication and problem-solving skills, ensures efficient task completion. Demonstrated ability to manage multiple priorities while maintaining high productivity levels.

Overview

10
10
years of professional experience

Work History

Automotive Service Advisor

Pepboys
San Sebastian, Puerto Rico
09.2023 - Current
  • Addressed customer concerns and inquiries.
  • Advised on maintenance and repair solutions.
  • Reviewed work orders and discussed with supervisors.
  • Followed up with customers after service visits to confirm satisfaction with completed work.
  • Processed customer payments for parts and labor charges using a point-of-sale system.
  • Provided estimates of repair costs to customers and discussed options with them.
  • Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
  • Scheduled appointments for vehicle service and repairs as requested by customers.
  • Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
  • Upsold additional products such as extended warranties, oil changes, tire rotations.

Debris Monitor and Field Supervisor

Debris Tech
Utuado, Puerto Rico
03.2023 - 06.2023
  • Maintained records of waste material collected from job sites for disposal purposes.
  • Coordinated with contractors and subcontractors to ensure efficient completion of tasks.
  • Monitored debris removal activities to ensure compliance with safety regulations.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Monitored equipment operation during extraction process to detect problems.
  • Monitored timelines, set up order of operations and managed field schedules.
  • Monitored project progress to enforce adherence to deadlines and quality standards.
  • Monitored weather conditions, adjusting work plans as necessary to ensure safety and progress.

Remote Roadside Assistance Agent

Telecontacto
San Sebastian, Puerto Rico
10.2022 - 03.2023
  • Provided customer service to stranded motorists by answering questions, providing information, and addressing concerns.
  • Coordinated timely dispatch of roadside assistance services to stranded motorists.
  • Communicated effectively with service providers to ensure quality service delivery.
  • Documented and updated customer service requests in the system accurately.
  • Documented customer complaints and reported them to supervisors for resolution.
  • Coordinated with tow truck operators to ensure prompt arrival times for customers in need of assistance.
  • Negotiated service rates with providers to ensure cost-effective service delivery.
  • Managed a high volume of emergency calls with professionalism and empathy.
  • Utilized various software and tools to streamline processes and optimize performance.

Service Manager

Pepboys
Isabela, Puerto Rico
01.2022 - 06.2022
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Monitored and analyzed service metrics to identify trends and areas for improvement.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Guided department employees on changes from management.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Maintained inventory of parts and supplies, ensuring availability for service tasks.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Created written estimates and obtained customer consent to proceed.

Assistant Service Manager

Pepboys
San Sebastian, Puerto Rico
03.2018 - 12.2021
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Reviewed invoices from vendors and suppliers to ensure accuracy before authorizing payment.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Prepared comprehensive written estimates and obtained customer consent for service.

Inventory Manager

Pepboys
San Sebastian, Puerto Rico
11.2016 - 03.2018
  • Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
  • Identified discrepancies between physical counts and computer records; investigated causes and took corrective action as needed.
  • Utilized warehouse management systems software for tracking products from receipt through shipment.
  • Participated in annual physical inventories conducted at multiple locations.
  • Performed regular cycle counts to maintain accuracy of inventory records.
  • Supervised activities of workers engaged in receiving, storing and shipping products or materials.

Commercial Parts Delivery Driver

Pepboys
San Sebastian, Puerto Rico
10.2014 - 11.2016
  • Inspected vehicles' condition, supplies and equipment before and after trips
  • Followed route schedules to ensure timely deliveries were made within designated timeframes.
  • Managed accurate recordkeeping by distributing invoices, collecting payments and updating logs.
  • Built rapport with local store owners and key customers to promote repeat business.
  • Filed vehicle logs, cargo records or billing statements according to company regulations.
  • Picked up and delivered automotive parts, equipment, tools and accessories from or to retail customers, wholesale accounts, dealerships, body shops and vendors.

Education

Some College (No Degree) - Social Work

Pontificia Universidad Católica, Mayagüez, PR
12-2004

High School Diploma -

Patria Latorre Ramirez, San Sebastian, PR
05-1996

Skills

  • Automotive terminology
  • Organization
  • Follow-up skills
  • Appointment scheduling
  • Work order management
  • Parts ordering
  • Documentation
  • Product replenishing
  • Team leadership
  • Critical thinking
  • Inventory audits
  • Personnel management
  • Productivity monitoring
  • Performance evaluations
  • Workflow management
  • Analytical thinking
  • Quality assurance
  • New employee hiring
  • Customer service
  • Service scheduling
  • Multitasking and organization
  • Inventory management
  • Estimating and quoting
  • Reliable and responsible
  • MS office
  • Clear communication
  • Organizational skills
  • Time management abilities
  • Problem-solving abilities
  • Computer literacy
  • Maintaining call metrics
  • Dispatch protocols
  • Attention to detail
  • Process orders
  • Verbal and written communication
  • Paperwork processing
  • Service requests
  • Multitasking
  • Customer request management
  • Service coordination
  • Prioritization

References

Available upon request.

Languages

  • Spanish, Native
  • English, Bilingual

Languages

Spanish
First Language
English
Proficient (C2)
C2

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Automotive Service Advisor - Pepboys
09.2023 - Current
Debris Monitor and Field Supervisor - Debris Tech
03.2023 - 06.2023
Remote Roadside Assistance Agent - Telecontacto
10.2022 - 03.2023
Service Manager - Pepboys
01.2022 - 06.2022
Assistant Service Manager - Pepboys
03.2018 - 12.2021
Inventory Manager - Pepboys
11.2016 - 03.2018
Commercial Parts Delivery Driver - Pepboys
10.2014 - 11.2016
Pontificia Universidad Católica - Some College (No Degree), Social Work
Patria Latorre Ramirez - High School Diploma,

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