Kelly MacConnell

Experienced automotive service advisor with a proven track record bridging the gap between customers and service teams in fast-paced dealership environments. Skilled at managing high volumes of service appointments, communicating repair needs clearly to customers, coordinating with technicians to deliver timely results, and ensuring every customer leaves satisfied. Known for staying calm under pressure, building lasting customer relationships, and keeping operations running smoothly from open to close.

Service Advisor - Black Wolf Harley-Davidson - Bristol, VA(2025-11 - 2026-09) - Served as the primary liaison between customers and the service department, managing the full service workflow from appointment scheduling through vehicle delivery.

• Greeted customers, listened to service concerns, and translated technical issues into clear, understandable recommendations — building trust and confidence with every interaction.
• Coordinated daily schedules for service technicians, balancing workloads to maximize efficiency and minimize customer wait times.
• Provided accurate repair estimates, communicated updates proactively, and obtained customer approvals before proceeding with additional work.
• Handled cash transactions, maintained accurate service records, and ensured all documentation was completed correctly for every service ticket.
• Moved vehicles as needed and maintained a clean, organized service lane to ensure a professional experience for every customer.

Accounting

Clerk - Toyota - Johnson City, TN (2023-10 - 2024-08) - Supported dealership operations by maintaining accurate financial records, verifying transaction data, and managing documentation across vehicle accounts.

• Provided front desk customer service in a high-volume automotive dealership environment, handling inquiries professionally and directing customers to the appropriate department.
• Gained direct exposure to automotive dealership operations, processes, and the importance of accuracy and customer satisfaction in a fast-paced setting. Motorclothes & Parts Specialist / Service Advisor / BDC Sales - Wrecking Crew Harley-Davidson - Johnson City, TN (2022-10 - 2023-08) - Advised customers on parts, accessories, and service needs, developing strong product knowledge and a consultative approach to matching solutions to customer needs.
• Managed appointment scheduling and coordinated between customers and service technicians, ensuring smooth communication and on-time delivery.
• Handled high call volume through the Business Development Center, converting inbound service inquiries into booked appointments with professionalism and efficiency.
• Maintained accurate CRM and inventory records, supporting seamless operations across sales, parts, and service departments.

Assistant

Manager - Rocky Top Vapor - Johnson City, TN (2021-12 - 2022-10) - Promoted from part-time associate to assistant manager based on reliability, strong performance, and leadership ability.

• Managed daily operations including team scheduling, cash handling, register reconciliation, and compliance — demonstrating accountability and attention to detail in every task.

Independent

Caregiver - Providence - Johnson City, TN (2021-02 - 2021-05) - Managed a diverse caseload with professionalism and discretion, demonstrating reliability, adaptability, and strong interpersonal skills across varied client situations.