Casey Graham
Sedalia,MO
Summary
Reliable automotive management professional skilled in applying different tactics to ensure top notch customer experience. Experienced in processes to maximize tire and service ticket averages while maintaining top notch customer service. Natural problem solver with the ability to understand customer's and employee's needs to create a great work environment. Vast parts and automotive repair industry background. 15+ years of retail automotive experience.
Overview
12
12
years of professional experience
Work History
Manager of Employee Advancement
Big O Tires
Columbia, Missouri
09.2020 - Current
- Work to improve operational efficiencies through development of employees and standardization of procedures
- Develop, design, implement and manage training and certifications through company training as well as the A.S.E. organization
- Assist Territory Managers in reporting employee coaching opportunities and areas of improvement
- Conduct in person customer experience, phone skills and technical training quarterly
- Implemented New Employee Training Program, ensuring all sales and management positions went through in person & online training programs
Managed Repair Representative
Progressive Insurance
Phoenix, AZ
01.2020 - 09.2020
- Negotiated with shops to come to a fair agreed price to complete repairs to return vehicle to pre-loss condition
- Managed rentals for customers to ensure they did not go over policy limits and rental was returned on time
- Checked in on past customers and completed repairs to maintain satisfaction and ensure all expectations were met
Retail Operations Manager
Clark Tire Company
Versailles, MISSOURI
06.2017 - 11.2019
- Reviews store operations and organization, analyzing information and making sound suggestion to improve operational management of retail stores
- Provide retail support through exceptional leadership, coaching and management for over 100 employees
- Ability to create extraordinary shopping experiences for existing and potential Warehouse Tire customers state wide via implementation of appropriate process and training and development
- Trained new team members and their employees on best practices in retail merchandising operations: displays, promotional activities, loss management and profitability analysis
- Analyze store business processes and identify opportunities for improvements that increase profitability or efficiency
Store Manager
Plaza Tire Service
Columbia, MO
07.2016 - 06.2017
- Re-vamped operating procedures to increase work flow allowing for an additional 12 cars per day on average
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
- Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
Store Manager
Tire Works Total Car Care
Las Vegas, NV
11.2015 - 07.2016
- Proficiently used All-Data to write service estimates
- Tracked all sales goals while ensuring goals were exceeded
- Hired, trained and evaluated over 100 teammates
- Planned budgets and authorized payments and merchandise returns
- Scheduled and led weekly store safety meetings for all employees
Security Forces Non Commissioned Officer
UNITED STATES AIR FORCE
Whiteman Air Force Base, MO
02.2010 - 11.2015
- Worked hand in hand with Unit Security Managers to ensure controlled area security was never compromised
- Ensured there were no security deficiencies in all secured facilities
- Maintained and managed Advanced Entry Control System, Vindicator Intrusion Detection System and VICADS CCTV system flawlessly for over two years
- Maintained $25 million security system in over 50 separate locations at Whiteman Air Force Base with an average of 98% operational rate
- Coordinated base wide projects with multiple base agencies requiring around the clock coordination
Education
Associate of Applied Science - Criminal Justice
Community College of the Air Force
Montgomery, AL2015
Skills
- Concise negotiator
- Vast automotive technical knowledge
- Adept multi-tasker
- Quick learner
- Relationship Building
- Conflict Resolution
- Customer Experience
- Training & Education
Timeline
Manager of Employee Advancement
Big O Tires
09.2020 - Current
Managed Repair Representative
Progressive Insurance
01.2020 - 09.2020
Retail Operations Manager
Clark Tire Company
06.2017 - 11.2019
Store Manager
Plaza Tire Service
07.2016 - 06.2017
Store Manager
Tire Works Total Car Care
11.2015 - 07.2016
Security Forces Non Commissioned Officer
UNITED STATES AIR FORCE
02.2010 - 11.2015
Associate of Applied Science - Criminal Justice
Community College of the Air Force
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