Kayla Smotts
Hayes
Summary
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. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Service Writer
Sunrise Cycles
Norfolk
05.2025 - Current
- Scheduled service appointments and maintained organized records for customer interactions.
- Communicated with technicians to ensure timely completion of repair and maintenance tasks.
- Processed service orders and tracked parts availability for efficient workflow management.
- Provided detailed explanations of services to customers, enhancing their understanding of repairs.
- Handled customer inquiries and resolved issues with professionalism and courtesy.
- Performed basic administrative duties such as filing paperwork, answering phones, and scheduling appointments.
- Created detailed invoices for each job completed which included labor charges, parts costs, taxes, fees.
Service Writer
Indian Motorcycles
Newport News
06.2024 - 01.2025
- Assisted customers in identifying service needs and recommending appropriate solutions.
- Scheduled service appointments and maintained organized records for customer interactions.
- Maintained inventory of tools and supplies, ensuring readiness for service operations.
- Interfaced with technicians, parts department and managers to stay on top of availability and service procedures.
- Processed payments for completed services using cash register or point-of-sale systems.
- Tracked warranty claims related to customer repairs and submitted necessary documentation to manufacturers.
Education
Vocational - Automotive
Tidewater Tech
Norfolk, VA12-2024
GED -
York High School
Yorktown, VA06-2020
Skills
- Customer service
- Time management
- Technical communication
- Strong organization
- Problem resolution
- Service documentation
Certification
- ASE A5 - Brakes
- ASE A4 - Steering and Suspension
- ASE A1 - Engine Repair
- ASE G1 - General Maintenance
- HVAC 609 Certified
Timeline
Service Writer
Sunrise Cycles
05.2025 - Current
Service Writer
Indian Motorcycles
06.2024 - 01.2025
Vocational - Automotive
Tidewater Tech
GED -
York High School
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