Josue Aponte
Vega Alta
Summary
Seasoned Service Advisor with substantial experience in customer support and service management. Exude strengths in communication, problem-solving, and building rapport with diverse clientele. Proven ability to streamline processes for efficiency while ensuring high levels of customer satisfaction.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
6
6
years of professional experience
Work History
Service Advisor
Land Rover San Juan
San Juan
08.2021 - Current
- Greeted customers and addressed their needs in a professional manner.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Followed up with existing customers regarding past services performed on their vehicles.
- Maintained records of customer interactions and transactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Led on- and off-site customer support teams across multiple time zones.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
- Strengthened customer retention by offering discount options.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Upsold additional products or services when appropriate.
Executive Assistant
Bettermed ( Dr. Davit Mrelashvili)
Dorado
05.2019 - 05.2021
- Ensured that all relevant paperwork was completed accurately prior to submission for approval.
- Handled confidential information with discretion and integrity.
- Relayed messages, retrieved reports and printed documents for co-workers to assist with office workflow.
- Supervised executive and management calendars while allocating tasks to administrative support team for smooth operational flow.
- Scheduled appointments for executives with external parties such as vendors or suppliers.
- Took detailed notes in meetings and disseminated information afterward.
- Updated and implemented administrative and executive support policy changes and monitored effects.
- Managed daily invoices, reports and proposals.
- Reviewed incoming reports, applications and memos to determine workplace priorities.
- Created and maintained up-to-date records related to customer accounts or financial transactions.
- Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
- Participated in frequent communication with other administrative team members, human resources and finance department on special projects and events.
- Provided accurate, up-to-date information to external parties through emails, phone calls and in-person interactions.
- Coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
- Managed all aspects of catering needs for special events hosted by the organization.
- Opened, read and replied to e-mails, letters and correspondence on behalf of executives.
Concierge
Condado Vanderbilt
San Juan
03.2019 - 12.2019
- Acted as a liaison between hotel management and guests to address special needs or concerns.
- Answered guest questions regarding local area, facilities and amenities.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Ensured safekeeping of packages and deliveries for guests.
- Provided personalized recommendations for dining, entertainment, and cultural activities.
- Facilitated communication between guests and hotel services, such as housekeeping and dining.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Made reservations for spa treatments, restaurants and golf tee times.
- Scheduled space or equipment for special programs, meetings and conferences.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Arranged special accommodations for guests to enhance visitor experiences.
- Arranged airport transfers and local transportation for guests.
- Developed relationships with local vendors and service providers to enhance guest experiences.
- Ensured compliance with all hotel safety and security policies.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Organized tours and excursions, tailoring experiences to guest preferences.
Education
High School Diploma -
Jose S. Alegria
Dorado05-2009
Some College (No Degree) - Education
University of Sacred Heart
San JuanSkills
- Customer service
- Technical support
- Repair estimation
- Diagnostic equipment
- Billing resolution
- Service scheduling
- Relationship management
- Issue resolution
- Sales techniques
- Customer retention
- Team leadership
- Record keeping
- Conflict resolution
- Communication skills
- Time management
- Customer consulting
- Inquiry response
- Process improvements
- Warranty claims process management
- Professionalism
- Merchandise upselling
- Sales transactions
- Teamwork skills
- Conflict mediation
- Staff education and training
- Customer education
- Microsoft office
- Regulatory compliance
- Translation and interpretation services
- Bill preparation
- Multitasking Abilities
- Microsoft exchange
Languages
Spanish
First Language
English
Proficient (C2)
C2
Accomplishments
- Customer service Excellence NPS award of 2024 year.
- Customer service best sales service advisor 2024 year.
Timeline
Service Advisor
Land Rover San Juan
08.2021 - Current
Executive Assistant
Bettermed ( Dr. Davit Mrelashvili)
05.2019 - 05.2021
Concierge
Condado Vanderbilt
03.2019 - 12.2019
High School Diploma -
Jose S. Alegria
Some College (No Degree) - Education
University of Sacred Heart