Caitlyn Gawley
Spring Hill
Summary
Automotive professional with track record of managing repair operations and team performance. Proven ability to streamline processes and enhance customer experiences. Known for fostering collaborative environment and adapting to changing priorities with ease. Skilled in team leadership and quality control.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Store Manager
Chaz Limited Collision Express
01.2025 - Current
- Oversee day-to-day operations of the collision repair or salvage facility.
- Ensure workflow efficiency from vehicle intake through repair, salvage, or recycling.
- Maintain shop cleanliness, safety, and organization.
- Supervise technicians, estimators, parts coordinators, and customer service staff.
- Hire, train, and develop team members.
- Schedule labor and manage workload balancing.
- Communicate with customers regarding repair status, estimates, and concerns.
- Resolve disputes or complaints effectively.
- Ensure high customer satisfaction and service quality.
- Manage budgets, cost control, and profitability.
- Track key performance indicators (KPIs) like cycle time, revenue, and gross profit.
- Approve estimates, purchases, and vendor relationships.
- Oversee inspection of completed repairs or salvaged vehicles/parts.
- Ensure compliance with industry standards (OEM procedures, I-CAR, etc.).
- Address any quality issues promptly.
- Liaise with insurance adjusters and claims processors.
- Ensure accurate damage assessments and estimates using tools like CCC One.
- Oversee DRP (Direct Repair Program) compliance if applicable
- Manage inventory of parts, tools, and salvageable materials.
- Oversee ordering, tracking, and return of parts.
- Maximize use of recycled or aftermarket parts when appropriate.
Collision Estimator
Chaz Limited Collision Express
01.2022 - 01.2025
- Inspect damaged vehicles to determine extent of damage
- Use estimating software (CCC one) to write detailed and accurate repair estimate
- Identify required parts, labor and paint/refinish operations
- Greet customers and conduct intake process for vehicles
- Clearly explain the damage, repair process, timeline, and cost estimates
- Provide exceptional customer service and handle any concerns professionally
- Work closely with insurance companies to obtain repair authorization
- Negotiate supplements and ensure all approvals are documented
- Submit and follow up on estimates, supplements, and final billing
Customer Service Representative
Chaz Limited Collision Express
08.2020 - 01.2022
- Greet customers, inquire facts of loss, schedule estimates and repair appointments.
- Answer phones, direct calls and questions to the appropriate person.
- Update customers with basic information.
- Educate customers on the repair process.
- Send rental requests and acquire work authorization.
- Reach out to insurance companies for assignments when needed.
- Call customers when vehicle is completed and collect payments.
- Go over any surveys and explain that process and warranty information.
Service Writer
Mr Lube
03.2017 - 07.2020
- Greet customers warmly and professionally
- Listen to and document customer concerns and vehicle issues
- Provide accurate estimates for repairs or maintenance
- Explain services, costs, and timelines clearly and transparently
Flagger/Traffic Controller
Northern dame construction
08.2011 - 09.2015
- Direct vehicular and pedestrian traffic using signs, hand signals, and two-way radios
- Set up, maintain, and remove temporary traffic control devices
- Monitor traffic conditions and adjust flow as needed to prevent accidents or delays.
- Safely guide construction vehicles entering and exiting work zones
Education
Business Accounting
UAA
Matsu-Wasilla, AK05.2005
Diploma - undefined
Burchell High School
Wasilla, AKSkills
- Client support
- Service writing
- Effective communication
- Team leadership experience
- Team management
- Proficient in auto estimating processes
- Problem-solving
- Multitasking and organization
- Employee training
- Goals and performance
- Recruiting and hiring
- Team development
Certification
I-Car Estimator Pro level 3 Certificate
Languages
English
Timeline
Store Manager
Chaz Limited Collision Express
01.2025 - Current
Collision Estimator
Chaz Limited Collision Express
01.2022 - 01.2025
Customer Service Representative
Chaz Limited Collision Express
08.2020 - 01.2022
Service Writer
Mr Lube
03.2017 - 07.2020
Flagger/Traffic Controller
Northern dame construction
08.2011 - 09.2015
Diploma - undefined
Burchell High School
Business Accounting
UAA
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