Sharece Henderson

About Sharece Henderson

I’m Sharece Henderson, Founder & Creative Director of Faithsome Home Galleria a…

Experience

1. Service Consultant

   City Auto

   Jul 2024 — Present · Memphis, TN, US

   Conducted detailed intake interviews to capture customer concerns and symptoms, often identifying underlying issues before diagnostic testing.Delivered a personalized customer experience by educating clients about needed repairs, preventive maintenance, and warranty coverage.Maintained strong customer satisfaction scores through consistent updates, professional interactions, and clear expectations.Created and managed comprehensive repair orders, ensuring accuracy in technician documentation, parts used, and authorization notes.Partnered with technicians to confirm diagnoses, prioritize safety-critical repairs, and sequence jobs for optimal workflow.Ensured timely communication with customers at every stage of the repair process, minimizing surprises and delays.Processed extended warranty claims through providers like Ally, CareGuard, and ASC, ensuring documentation met all required standards.Communicated directly with warranty reps to accelerate claim decisions and obtain proper coverage approvals.Drafted and submitted goodwill assistance requests with supporting documentation when applicable, balancing customer satisfaction and dealership policy.Coordinated closely with parts teams to confirm pricing, availability, and timelines, helping to avoid unnecessary downtime.Supported reconditioning and pre-delivery inspections for used inventory, ensuring vehicles met quality and safety standards before resale.Assisted with internal service processes for new vehicle prep and warranty checklists to support seamless dealership operations.Managed multiple open repair orders simultaneously while preserving attention to detail, professionalism, and timely communication.Followed up with customers post-service to confirm satisfaction and encourage CSI survey completion.Contributed to department performance through upsell opportunities, accurate write-ups, and reduced service cycle times.