ANGELA SMITH
DAYTON,OH
Summary
Accomplished Body Shop Manager at Reichard Chevrolet, adept in automotive repair and customer service management. Elevated shop productivity by 50% through strategic staff development and robust vendor relationships. Excelled in financial management and conflict resolution, securing increased referrals and repeat business. Demonstrated proficiency in insurance claim handling and workflow coordination, ensuring competitive pricing and profitability. Knowledgeable estimator with solid background in overseeing automotive repair operations and improving shop efficiency. Managed team workflows, ensuring timely completion of repairs and high customer satisfaction. Demonstrated expertise in problem-solving and effective communication with both staff and clients.
Overview
16
16
years of professional experience
Work History
Body Shop Manager
Reichard Chevrolet
01.2023 - Current
- Supervised and managed shop operations and tasks.
- Developed estimates by costing parts, supplies and labor and calculating customers' payments.
- Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
- Examined damaged vehicles to determine degree of structural and mechanical damage.
- Built and maintained good relations with customers, encouraging loyalty and obtaining recommendations.
- Developed strong relations and partnerships with vendors and insurance companies to facilitate productive business dealings.
- Coordinated and supervised shop and field service technicians and assigned tasks and work orders.
- Maintained employee morale and increased production 50% through employee appreciation.
- Prepared work orders by describing repair and replacement services required, obtaining approval signatures, and entering orders into work management system.
- Supported customer service and satisfaction objectives by resolving escalated issues, establishing payment arrangements.
- Managed automotive system and associated software to maintain accuracy and completeness of service invoicing.
- Established relationships with automotive industry vendors for subcontracting glass repair, upholstery repair and vinyl decal installation.
- Stocked shop with equipment, parts and other resources to promote timely service.
- prepared and manage annual operating budget of body shop.
- Established strong relationships with insurance providers, resulting in increased referrals and repeat business.
- Reduced turnaround time for vehicle repairs by consistently monitoring progress and addressing bottlenecks promptly.
- Evaluated repair estimates accurately, ensuring competitive pricing while maintaining profitability targets for the body shop.
- Improved staff productivity by implementing ongoing training programs focused on technical skills and customer service.
- Interacted well with customers to build connections and nurture relationships.
Estimator
Reichard Chevrolet
01.2023 - Current
- Used specialized software to create estimates quickly and accurately and make estimates easily understandable and shareable.
- Established a reputation for delivering reliable and accurate estimates, resulting in increased client trust and repeat business opportunities.
- Calculated labor hours accurately based on trade-specific productivity rates, leading to more realistic project timelines and work plans.
- Prepared material orders to complete projects on time and within budget.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
- Prepared bids and proposals to submit to clients and secure new business.
- Developed and maintained strong relationships with vendors and subcontractors, ensuring timely delivery of materials and services.
- Improved client satisfaction with detailed and transparent cost breakdowns, establishing trust and facilitating smoother project negotiations.
Customer Service Representative Manager
Voss Collision Center
10.2008 - 12.2022
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
- Increased customer retention rates through proactive outreach efforts and personalized followups.
- Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
- Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
- Reduced response times to customer inquiries by optimizing staff schedules for peak hours.
- Partnered with senior management on strategic projects aimed at expanding the business''s presence within key markets.
- Oversaw the recruitment, selection, onboarding, and training of new hires to maintain a high-performing team dynamic.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Developed detailed plans based on broad guidance and direction.
Education
High School Diploma -
Dixie
New Lebanon, OH04.1989
Skills
Automotive Repair Knowledge
Staff Training and Development
Safety Management
Training and coaching
Quality Control
Budgeting and financial management
Personnel Management
Workflow Coordination
Business relationships
Financial Management
Customer Service
Insurance Claim Handling
Time Management
Problem-Solving
Multitasking
Excellent Communication
Customer Service Management
Conflict Resolution
Goal Setting
Professionalism
Employee Relations
Scheduling
Hiring and Onboarding
Schedule Management
Continuous Improvement
Timeline
Body Shop Manager
Reichard Chevrolet
01.2023 - Current
Estimator
Reichard Chevrolet
01.2023 - Current
Customer Service Representative Manager
Voss Collision Center
10.2008 - 12.2022
High School Diploma -
Dixie
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