Office Manager

• Sep 2017 - Present

• Responsibilities for two direct reports overseeing all direct customer service duties maintaining high CSI scores. Target set at 90% or better - Monthly average is consistently at or above 97%• Oversee each customer claim throughout the repair process focused on timely delivery and provide frequent updates to the customer, achieving high customer satisfaction• Responsible for shop payroll, accounts payable & receivables, auditing of direct/indirect invoicing, collection of customer deductible and insurance company payment• Scheduling and coordinating regular shop equipment maintenance, forklifts, security gates, repair equipment, Hazmat recycling• Daily audit accountability to walk the shop facilities for vehicle accountability and any new overnight deliveries• 3rd Party Suppliers relationship management with Towing companies, Insurance Agencies, and multiple aftersales & OE Dealerships parts deliveries. Coordinating with each by order of priority • Back-up support for Parts Repair Planner, placing parts orders, scheduling deliveries, receiving parts in CCC One system, and tracking orders with Aftersales, OE Dealerships and carriers• Responsible to prepare and distribute various performance reports to shop Director, Regional Managers and Corporate • Human Resource responsibilities including but not limited to, hiring, on-boarding, training, performance write-ups, terminations, performance reviews, etc.• Accountable for developing and implementing standard operating procedures for Customer Service Office Staff and supporting other shop departments with their procedure development Show less

Customer Service Representative

• Sep 2015 - Aug 2017

• Responsible for the customer’s first point of contact by way of greeting and checking in vehicles using critical document logging procedures specifically required by each automotive insurance company• Additional responsibilities: weekly customer updates, contact insurance companies, payment collection, review auto insurance coverages, coordinate, and schedule vendors appointments in alignment of finished vehicle delivery date, post invoices, handle petty cash, daily deposits, pre-audit files, close claim files in system, quality check vehicles prior to customer delivery. Show less

Manager

• Jun 2014 - Sep 2015

• Achieved ‘Highest Revenue Salon’ during my time as Manager• Began developing manager skills and abilities achieving highly effective multitasking in; customer experiences, budgeting statements, setting, and achieving objectives, motivating staff, developing new processes for operating efficiencies, on-call 24/7, timely bank deposits, maintaining sufficient supplies for customers, equipment maintenance scheduling, sales associate mentoring, counseling and in some cases terminations• Responsible to lead; monthly team conference calls and face to face meetings for introduction of new sales promotions and product knowledge training• Successfully trained sales associates in leadership roles and proudly promoted 2 individuals to their own stores• As a proven strong leader, with high company ethics and values was proven by passing 100% company site audits and ‘secret shopper’ experiences month over month• New store start-up team in Hollywood, CA Show less

Sales Representative

• May 2011 - Jun 2014