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Click here or scroll down to respond to this candidateCandidate's Name
Norwich, CT Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEResourceful Manager with 20 years of experience in managing operations, recruiting, and employee development. Proven track record in optimizing department processes, growing profitable labor sales, and exercising disciplined expense control. Skilled in creating annual department goals and budget, developing and executing department marketing plans, and ensuring timely completion and invoicing of all orders. Proficient in customer service, accounts payable, and administrative experience. Possess a strong work ethic and excellent communication skills. Authorized to work in the US for any employerWork ExperienceService ManagerUnited Ag and Turf-Plainfield, CTJuly 2022 to Present Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction Grows profitable service labor sales and exercises disciplined expense control Creates annual Service Department goals and budget, in alignment with the organization s financial and operational object thru setting KPIs Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals Coordinates customer clinics, field days, and related Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and Reviews work orders for completeness and accuracy prior to customer billing Ensures all departmental tools, equipment, and vehicles are in good working order Manages recruiting, staffing and employee development activities for employees reporting to this position Training and other various duties as needed Manage service repairs and assign jobs and work areas to employees in the Service Department according to their skills and knowledge Ensures timely completion & invoicing of all service repair orders to maximize department profits and customer satisfaction Resolves elevated customer issues as needed with a high level of customer service; escalating if needed Participate in regular team meetings between department managers to identify and implement ways to foster teamwork between departments at their branch location Assists in the development and execution of effective Service Department policies and processes Creates annual branch Service Department forecast & goals, in alignment with financial & operational objectives Executes Service Departments strategic & marketing plans and regularly reviews progress to ensure achievement of goals Effectively communicates with the Corporate Service Manager, Branch Parts Manager and branch personnel Responsible for hiring, training and development of service personnel Completes performance reviews of service personnel and delivers appropriate corrective action and discipline as needed Ensures all department tools, equipment and vehicles are in good working order Identifies and develops new customer and business opportunities to achieve department growth Ensures a professional appearance of the facility, assets, personnel and surrounding property promoting a positive reputation in the community; identifies opportunities for improvements and makes requests to leadership as needed Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance Ensures safety compliance within the Service Department Office Manager/Service Manager/DispatchingMal's Auto & Truck Repair-Old Saybrook, CTAugust 2021 to December 2022 Greeted visitors Handled all financials Prepared payroll Collected payments Supervised office staff Supported and trained staff Handled direct administrative issues Initiates automotive services and repairs by ascertaining performance problems and services requested. Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records. Ascertains automotive problems and services by listening to customers description of symptoms, clarifying description of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules. Develops estimates by costing materials, supplies, and labor. Calculates customers payment, including deductibles. Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required. Obtains approval signatures and enters RO into service database system. Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customers approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation. Maintains automotive records by recording problems and corrective actions planned. Updates job knowledge by participating in educational opportunities and reading manufacturers publications. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Managing monthly KPIs set Sales & Use Tax Reports monthly AR/AP Dispatching Mitchell 1 for work orders Order Parts Set up tow books calls and dispatch drivers to road side service calls and accidents Benefits coordinator Coordinate & Maintain FMLA, Vacation, Retirement record keeping Payroll Daily deposits,balance checkbook Dot filing quarterly Drug testing and DOT physicals set up for drivers and techs Set up travel plans and various other duties set forth by owner Table Games ManagerMgm Springfield Casino-Springfield, MAJuly 2018 to August 2022Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to, and that employees provide prompt and courteous service. Observe gamblers behavior for signs of cheating, such as marking, switching, or counting cards, and notify security staff of suspected cheating. Maintain familiarity with the games at a facility and with strategies or tricks used by cheaters at such games. Perform paperwork required for monetary transactions. Scheduling/payroll Training dealers Training new procedures/changesRemote Call Center Covid-19 Contact TracingAMN Healthcare-Norwich, CTOctober 2020 to July 2021 Welcomes clients by greeting them on the telephone; answering or referring inquires. Maintains a safe environment for the patient/client. Provides general office support with a variety of clerical activities and related tasks. Perform communicable disease contact tracing. Coordinate individuals with services they might need so they can remain at home during the isolation or quarantine period. Protects confidential information by preventing unauthorized release, both verbally and/or in writing. Is dependable and meets acceptable attendance requirements at all times. Complies with all policies, procedures, safety rules and regulations. Serves as a representative of Connecticut Public Health Department, demonstrating a positive attitude and progressive actions through the display of professionalism, courtesy, and appropriate tact and discretion in all interactions with other employees and with the public. Performs other related duties as assigned. Train call center representatives on new policies and procedure Manages and oversees a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPIs like inbound calls, call waiting, and call abandonment. Assists with taking agents calls if they cant handle the workload. Improves quality of results by recommending changes. Provides product/service information by answering questions and offering assistance. Keep track of employee attendance, and make sure work procedures are complied with. Assist in hiring and onboarding new employees. Prepares monthly and annual performance reports. Creates targets and goals for improvementTable Games SupervisorTwin River Casino-Lincoln, RIJuly 2013 to September 2017Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to, and that employees provide prompt and courteous service. Observe gamblers behavior for signs of cheating, such as marking, switching, or counting cards, and notify security staff of suspected cheating. Maintain familiarity with the games at a facility and with strategies or tricks used by cheaters at such games. Perform paperwork required for monetary transactions. Inbound Call Center RepresentativeBob's Discount Furniture-Taftville, CTJuly 2011 to September 2013 Manage large amounts of inbound calls in timely manner Answer calls promptly and politely Take accurate & detailed information Route calls to appropriate depts Handle escalated calls Provide on-job training for new employees and assist overseeing work group Troubleshooting with sales teams/Delivery Teams Daily meeting with team Scheduling and weekly payroll Daily monitoring/weekly monitoring of teams calls and grade Service Manager/Office Manager/Personal AssistantNew London Transmission Corp-Aamco Transmission/Brakes Plus-New London, CT September 2003 to June 2013 Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software. Answer phone calls and Upsale Jobs when covering for CSR. Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and boards of directors. Do Personal Expenses and Travel Expenses as well as anything needed for owners. Do the hiring and training for CRS. Maintain Office: Process Payroll, AR/AR, Sales Tax Reports, Franchise Reports & Fees, Quickbooks, Reports, Work with outside vendors, Order Parts Set up Vendor Accounts Advertising Manage 401k,Worker's Comp,Vacations I was given power of attorney for business in 2011 at that point I made all decisions requiring how the business was run.EducationAssociates Degree in Psychology and Human Services Three Rivers Community College - Norwich, CTAugust 1990 to May 1995Skills AdministrativeManagementBudgetingExcellent Customer ServiceComputerStrong Work EthicTelephone EtiquetteTime ManagementDetail Orientated Team Building Microsoft Word Time Management Customer Service Microsoft Excel MS Office Microsoft Office Cash Handling Communication Skills Marketing Retail Sales Upselling Accounts Payable Human Resources Office Management Personal Assistant Experience QuickBooks Word Processing Social media management Graphic design Tax Experience Payroll Accounting Accounts Receivable Bookkeeping Merchandising Microsoft Outlook Supervising Experience Recruiting Microsoft Powerpoint General Ledger Accounting Balance Sheet Reconciliation Bank Reconciliation Account Reconciliation Journal Entries Auditing Data Entry Sage Financial Statement Preparation Purchasing Pricing Event Planning Profit & Loss Computer literacy Office experience Windows Computer skills Property management Leadership Typing Records management Filing Customer service Driving Management Inventory control Interviewing Documentation review Dispatching Order entry (9 years) Microsoft Access Google Docs Management Loan processing Accounting software Management Training & development Hotel experience Mac OS Adobe Acrobat ADP Kronos Relationship management SharePoint Case management Management Front desk Financial Report Writing Editing Customer support ServiceNow Analysis skills Management Data collection Databases FMLA Presentation skills Workday Continuous improvement Cashiering Medical terminology Workforce management Employment & labor law Manufacturing Organizational skills Live chat E-commerce Business management Proofreading HRIS Cash management Negotiation Business development Banking Auto Estimating Power BI SAP Project management software Organizational skills LIHTC Management Property maintenance Office management QuickBooks Administrative experience Office experience Clerical experience Microsoft Office Computer skills Service writing Service writingCertifications and LicensesNon-CDL Class CDriver's License |
