Nicole Shields
Middletown,PA
Summary
Service professional with robust experience in customer service and administrative support, ready to excel in fast-paced environment. Demonstrates strong focus on team collaboration, ensuring reliability and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining detailed records. Known for high standards and delivering results-driven service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Writer/Advisor
Five Star International/Ascendance Truck Centers
10.2022 - Current
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
- Established trust-based relationships with key vendors that resulted in expedited delivery of high-priority parts and reduced costs for the dealership.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Explained estimates and determined repair timelines to manage customer expectations.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Analyzed vehicle data using advanced diagnostic equipment.
- Coordinated with parts department to determine availability of necessary components.
Service Writer/Advisor/Administration Assistant (Fleet Management)
Crete Carrier Corporation
01.2021 - 10.2022
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Assisted in inventory management, helping maintain appropriate stock levels for parts department.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Developed customized preventative maintenance plans tailored to individual client needs, extending the lifespan of their vehicles while preventing costly future repairs.
- Logged work orders and change orders into multiple database to track job status.
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
- Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
- Stayed up-to-date on technical knowledge through continuous education courses and manufacturer-provided training materials.
- Utilized industry-specific software programs efficiently to manage work orders, invoices, and customer information.
- Consulted with customers to assess service requirements and produce accurate orders.
- Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
- Streamlined repair order processes for increased efficiency and productivity.
- Maintained strong professional relationships with vendors, enabling prompt delivery of necessary parts for repairs.
- Collaborated with service team members to identify areas for improvement, leading to enhanced quality standards and procedures.
- Participated in ongoing training programs to stay current with industry trends and best practices.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Transportation Driver
B & S Transportation
03.2016 - 03.2018
- Coordinated efficient routes to avoid delays and optimize schedules.
- Demonstrated excellent time management skills, consistently meeting tight deadlines and maintaining punctuality for all scheduled routes.
- Adhered to traffic laws while navigating various weather conditions, maintaining a clean driving record throughout tenure.
- Enhanced customer satisfaction by providing timely and professional transportation services.
- Performed thorough pre-and post-trip vehicle inspections to ensure proper function and safety of equipment.
- Coordinated effectively with team members including dispatchers, loaders, unloaders during operations for smooth logistics management.
- Maintained excellent safety record with strict adherence to company policies and regulations.
- Improved route efficiency by analyzing GPS data and optimizing delivery schedules.
- Continuously updated knowledge of routes, construction zones, detours, or hazardous conditions for optimal travel planning.
- Reported any mechanical issues promptly to fleet maintenance personnel for timely repairs, reducing downtime.
- Prioritized passenger comfort while operating buses or shuttles by adhering to speed limits and avoiding sudden stops/starts.
- Participated in regular safety meetings to stay informed on industry standards, procedures, and regulations.
- Managed accurate logbooks documenting hours of service, mileage, and cargo details in compliance with federal guidelines.
- Followed all relevant traffic laws and safety regulations.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
Receptionist
Sun Motor Cars
03.2014 - 03.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with planning office events and meetings for smooth execution.
Customer Service/Assistant Manager
Hampden Cleaners
06.2007 - 11.2014
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Provided exceptional support during peak hours as well as holidays and special events.
- Collaborated with other departments to guarantee customer satisfaction.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
- Utilized problem-solving skills to address customer queries and complaints.
- Trained new employees on company procedures, products, and best practices in customer service.
- Reduced wait times by efficiently managing multiple tasks simultaneously without compromising quality of service.
- Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction.
- Contributed to sales growth by up-selling additional products or services when appropriate.
- Prevented potential escalations by identifying potential issues early on and proactively offering solutions to resolve them swiftly.
- Participated in regular team meetings to share ideas for improvement and stay informed about updates within the company or industry trends impacting our customers'' needs.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
Leasing Consultant
Aspen Hill
02.2006 - 06.2007
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Verified tenant incomes and other information before accepting lease applications.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Responded to requests and scheduled appointments for property showings.
- Provided exceptional customer service, addressing inquiries in timely manner to maintain positive relationships with tenants.
- Greeted clients, showed apartments, and prepared leases.
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Managed online listings for property, ensuring accurate information was available for potential tenants at all times.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Collected rent and tracked resident payments and information in computer system.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in timely manner.
- Collaborated with team members to consistently provide seamless leasing experience for all clients.
- Streamlined application process for prospective tenants, reducing wait times and increasing efficiency.
- Distributed and followed up on tenant renewal notices.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Utilized property management software to track leasing activity and tenant information, improving data accuracy and accessibility.
- Assisted in preparation of lease agreements, ensuring compliance with local laws and regulations.
Education
Some College (No Degree) - Criminal Justice Administration
Central Penn College
Enola, PAHuman Biology - Human Biology
Harrisburg Area Community College
Harrisburg, PA01.2011
High school diploma -
East Pennsboro Area High School
Enola, PA01.2005
Skills
- Customer service expertise
- Invoicing
- Effective writing
- Automotive industry experience
- Strong organization
- Communicating with clients
- Appointment scheduling
- Product and service sales
- Warranty administration
- Estimating
- Technician tracking
- Teamwork and collaboration
- Customer relations
- Data management
- Product knowledge
- Complaint investigation
- Service standard compliance
- Relationship building
- Administrative and office support
- Customer retention strategies
- Business development
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Property Management
- Service writing
- Reliability
- Time management
- Conflict resolution
- Customer relationship management
- Assistant Manager Experience
- Transportation management
Certification
- Driver's License
- Motorcycle License
- Drug and Breath/Alcohol Technician, Certified to perform DOT and NON DOT breath alcohol tests along with drug screenings.
- Adult and Pediatric First Aid/CPR/AED, Successfully completed requirements for Adult and Pediatric First Aid/CPR/AED.
- Warranty Claim Certified for Cummins and International Truck Products
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Service Writer/Advisor
Five Star International/Ascendance Truck Centers
10.2022 - Current
Service Writer/Advisor/Administration Assistant (Fleet Management)
Crete Carrier Corporation
01.2021 - 10.2022
Transportation Driver
B & S Transportation
03.2016 - 03.2018
Receptionist
Sun Motor Cars
03.2014 - 03.2016
Customer Service/Assistant Manager
Hampden Cleaners
06.2007 - 11.2014
Leasing Consultant
Aspen Hill
02.2006 - 06.2007
High school diploma -
East Pennsboro Area High School
- Driver's License
- Motorcycle License
- Drug and Breath/Alcohol Technician, Certified to perform DOT and NON DOT breath alcohol tests along with drug screenings.
- Adult and Pediatric First Aid/CPR/AED, Successfully completed requirements for Adult and Pediatric First Aid/CPR/AED.
- Warranty Claim Certified for Cummins and International Truck Products
Some College (No Degree) - Criminal Justice Administration
Central Penn College
Human Biology - Human Biology
Harrisburg Area Community College
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