Lacy Maples
Johnson City
Summary
Dynamic automotive and customer service professional with a proven track record in managing customer interactions, diagnosing vehicle issues, and coordinating efficient repairs. Strong emphasis on teamwork and results-driven approaches fosters reliability and adaptability in fast-paced environments. Exceptional communication and problem-solving skills, combined with a deep technical understanding of automotive and banking systems, enhance the ability to navigate complex challenges. Recognized for cultivating collaborative relationships that significantly boost customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Service Advisor
Johnson City Toyota
08.2025 - Current
- Obtaining accurate and detailed explanation of customers concerns/issues with vehicles symptoms.
- Advising customer of necessary repairs and recommended services for vehicle.
- Updating customers throughout the repair and maintenance process.
- Providing accurate estimates for necessary repairs and services.
- Maintaining and completing repair orders and invoices.
- Achieving store goals for CSI scores.
- Providing exceptional customer service experience for all customers.
Service Advisor
Toyota of Bristol
09.2023 - 07.2025
- Obtaining accurate and detailed explanation of customers concerns/issues with vehicles symptoms.
- Advising customer of necessary repairs and recommended services for vehicle.
- Updating customers throughout the repair and maintenance process.
- Providing accurate estimates for necessary repairs and services.
- Maintaining and completing repair orders and invoices.
- Achieving store goals for CSI scores.
- Providing exceptional customer service experience for all customers.
Finance Manager/Owner Loyalty Manager/Warranty Administrator
Dutch Miller Nissan
03.2022 - 08.2023
- Assisting customers financing and purchasing automobiles as well as finance and insurance products.
- Maintaining relationships with lenders.
- Ensuring state and internal documents are completed and submitted accurately for quick loan funding.
- Maintaining customer satisfaction during vehicle purchase and vehicle services to maintain CSI scores and customer retention.
- Submitting OEM warranty and recall claims to manufacture.
- Balancing end of month warranty schedule for accounting.
Online Specialist
Eastman Credit Union
09.2019 - 02.2022
- Assisted members with issues pertaining to online banking and bill payment services via phone and online chat services.
- Analyzed data and account activities to identify patterns of fraud, necessary actions to prevent additional fraud, and account closures.
- Assisted members with any additional banking needs.
Supervisor
Advanced Call Center Technologies, LLC
09.2015 - 04.2019
- Supervised a team of 24 customer service representatives.
- Applied leadership talents and problem-solving skills to maintain team efficiency and meet daily/monthly demands.
- Conducted scheduled and impromptu evaluations to assess work performance.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Constructed individual action plans tailored to highlight employees strengths and improve upon any weaknesses.
- Fostered an inclusive culture by setting goals and rewarding team with incentives.
Education
High school or equivalent - General studies
Sullivan East High School
05.2007
Skills
- Call Center
- Customer Support
- Live Chat
- F & I
- Automotive
- Warranty claims processing
- CSI score achievement
- Team supervision
- Performance evaluations
- Problem resolution
- Relationship management
- Online banking support
- Vehicle maintenance
- Repair estimates
- Service recommendations
Timeline
Service Advisor
Johnson City Toyota
08.2025 - Current
Service Advisor
Toyota of Bristol
09.2023 - 07.2025
Finance Manager/Owner Loyalty Manager/Warranty Administrator
Dutch Miller Nissan
03.2022 - 08.2023
Online Specialist
Eastman Credit Union
09.2019 - 02.2022
Supervisor
Advanced Call Center Technologies, LLC
09.2015 - 04.2019
High school or equivalent - General studies
Sullivan East High School