Summary
Overview
Work History
Education
Skills
Timeline
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CHARLES THOMPSON

West Chester,OH

Summary

. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Highly analytical and data-driven E-commerce Manager effectively scales online customer acquisition efforts and e-commerce capabilities to drive sales growth. Routinely tests new features and assets and measures results as company grows and evolves. Strong understanding of e-commerce consumer behavior and audience segmentation along with website analytic and tracking tools.

Overview

26
26
years of professional experience

Work History

DRIVER /Mechanic

NKC Trucking
02.2008 - Current
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift
  • Documented mileage, deliveries, pickups, customer issues and damages
  • Reviewed routes and expected delivery time frames to determine order of deliveries
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs
  • Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions
  • Coordinated efficient routes to avoid delays and optimize schedules
  • Planned and adjusted optimal routes based on traffic and weather conditions
  • Loaded and secured items in trucks to avoid damage to parcels during delivery
  • Upheld high standards of professionalism and discretion when working with high-value clients
  • Completed on-time deliveries by choosing best and most efficient routes
  • Operated vehicle safely in highly congested areas with no traffic violations
  • Completed rush deliveries on tight timetables to satisfy customer needs
  • Delivered goods and products to customers on time and in excellent condition
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Followed all relevant traffic laws and safety regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Answered, scheduled, and responded to reservation calls at specific times and locations.
  • Updated logs and tracking documents accurately and according to schedule requirements.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Upheld high standards of professionalism and discretion when working with high-value clients.
  • Minimized liability by consistently following road rules when driving.
  • Communicated with dispatchers and other personnel to coordinate transportation schedules.
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
  • Replaced damaged, missing, or defective parts with new and refurbished components.
  • Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
  • Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
  • Performed preventative maintenance oil changes and brake jobs to preserve performance and reliability of vehicles.
  • Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
  • Disassembled defective parts to make proper repairs.
  • Inspected and tested equipment to locate worn and damaged parts.
  • Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
  • Ordered repair parts quickly to prevent delays in projects and repair work.
  • Analyzed and located malfunctions in brakes, motors, switches, and control systems.
  • Repaired engine and transmission components to rebuild engine and enhance vitality.
  • Utilized computerized diagnostic equipment to conduct thorough inspections and determine outcomes.
  • Calculated costs of materials and labor to prepaired detailed repair estimates.
  • Researched parts availability and pricing to stay on par with competitors and offer best services.
  • Participated in ongoing training to stay up to date with advancements in automotive technology.
  • Repaired and replaced worn and damaged components.
  • Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
  • Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
  • Read and followed technical documentation to complete accurate repairs.
  • Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages.
  • Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
  • Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
  • Investigated customer complaints to identify cause of malfunctions.
  • Analyzed vehicle data using advanced diagnostic equipment.
  • Inspected damaged vehicles to estimate repair labor cost and required parts expense.
  • Corrected faults and maximized performance by rebuilding systems and individual components.
  • Coordinated with parts department to determine availability of necessary components.
  • Tuned automotive systems and components to optimize functionality and prolong life of each piece.
  • Explained estimates and determined repair timelines to manage customer expectations.
  • Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
  • Performed emissions tests according to standard procedures.
  • Retained accurate records of purchases, titles and sales.
  • Maintained awareness of vehicle market trends to assess customer demands and budgets.
  • Delegated and supervised vehicle bodywork to body team for restoration and remediation.
  • Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.

Mechanic/Machinist

Dennler And Son's
02.2008 - 04.2017
  • Used CNC and manual equipment to perform both initial and final machining
  • Calibrated machines to maintain required productivity levels and adherence to quality standards
  • Studied daily work instruction, sketches, drawings, blueprints, and manuals to determine dimensions and tolerances accurately
  • Manually set up machinery, lathes, and grinders
  • Monitored equipment to detect and report malfunctions and prevent accidents
  • Completed projects on time and under budget and maintained equipment and tools
  • Inspected completed parts to verify compliance with specifications and quality standards
  • Reduced error and non-conformances by utilizing fixtures and cutting tools on CNC machines
  • Operated drill presses, lathes and milling machines to produce required parts
  • Lubricated parts and performed minor and preventive maintenance to improve machine function and increase lifespan
  • Adjusted machines to increase productivity for runs
  • Read and interpreted blueprints, technical drawings and schematics to determine parts dimensions
  • Worked with team members to improve production processes and procedures
  • Adjusted machine settings to reduce waste and improve efficiency
  • Utilized micrometers and calipers to measure and verify precise tolerances
  • Supported recordkeeping by logging daily production, scrap rate and machine maintenance data
  • Researched and identified new machining technologies and techniques
  • Collaborated with engineers and other machinists to develop optimal machining processes
  • Operated CNC and manual lathes, mills and drill presses to produce precision machined components
  • Recommended adjustments to production processes to optimize product quality
  • Established machining parameters and test runs for new parts and components
  • Developed jigs, fixtures and tooling to meet production requirements
  • Measured, examined or tested completed units to check for defects and verify conformance to specifications using precision instruments such as micrometers
  • Utilized CAD and CAM software to design tool paths, select cutting tools and set machine parameters
  • Used various precision measuring instruments to check workpiece accuracy
  • Calibrated and aligned machine components for proper functioning
  • Adapted quickly to new and changing technologies in machining field
  • Inspected and measured machined parts for conformance to specified tolerances
  • Trained and mentored new and existing machinists on proper machining techniques
  • Studied sample parts, blueprints or engineering information to determine methods or sequences of operations needed to fabricate products
  • Devised and implemented process improvements to enhance production
  • Repaired and maintained machine tools, fixtures and other production equipment.
  • Replaced damaged, missing, or defective parts with new and refurbished components.
  • Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
  • Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
  • Performed preventative maintenance oil changes and brake jobs to preserve performance and reliability of vehicles.
  • Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
  • Disassembled defective parts to make proper repairs.
  • Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
  • Ordered repair parts quickly to prevent delays in projects and repair work.
  • Analyzed and located malfunctions in brakes, motors, switches, and control systems.
  • Repaired engine and transmission components to rebuild engine and enhance vitality.
  • Utilized computerized diagnostic equipment to conduct thorough inspections and determine outcomes.
  • Calculated costs of materials and labor to pre-paired detailed repair estimates.
  • Researched parts availability and pricing to stay on par with competitors and offer best services.
  • Participated in ongoing training to stay up to date with advancements in automotive technology.
  • Repaired and replaced worn and damaged components.
  • Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
  • Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
  • Read and followed technical documentation to complete accurate repairs.
  • Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages.
  • Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
  • Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
  • Corrected faults and maximized performance by rebuilding systems and individual components.
  • Inspected damaged vehicles to estimate repair labor cost and required parts expense.
  • Analyzed vehicle data using advanced diagnostic equipment.
  • Investigated customer complaints to identify cause of malfunctions.
  • Coordinated with parts department to determine availability of necessary components.
  • Tuned automotive systems and components to optimize functionality and prolong life of each piece.
  • Explained estimates and determined repair timelines to manage customer expectations.
  • Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
  • Performed emissions tests according to standard procedures.
  • Retained accurate records of purchases, titles and sales.
  • Maintained awareness of vehicle market trends to assess customer demands and budgets.
  • Delegated and supervised vehicle bodywork to body team for restoration and remediation.
  • Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.

Recovery Agent

Echo Recovery
04.2008 - 03.2013
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
  • Achieved performance goals on consistent basis
  • Maintained high volume of calls and met demands of busy and productive group
  • Monitored accounts for compliance with established payment plans and flagged noncompliance
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Used skip tracing and other techniques to locate debtors
  • Trained new team members on scripts, company services and collection strategies
  • Notified co-signers of delinquent accounts to assist in collecting payments
  • Entered client details and notes into system for interdepartmental access and review
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers
  • Initiated repossession process or service disconnection upon failure of other collection methods
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance
  • Reviewed 15 accounts per day that were behind on payment to decide appropriate action.
  • Maintained equipment and facilities in optimal condition to support optimal launch and recovery operations.
  • Negotiated with customers to assist with setting up payment plans satisfying needs of both parties.
  • Upheld strict safety standards and achieved challenging schedule targets with smooth oversight of daily launches and landings.

SERVICE AND PARTS MANAGER / WARRANTY MANAGER/E-Commerce Manager

Orlando Harley-Davidson
08.1997 - 02.2008
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
  • Trained team members in successful strategies to meet operational and sales targets
  • Developed and implemented new procedures for improving inventory control and reducing time required locating parts by modifying part numbers and locations
  • Conducted periodic analysis of current spare parts rooms and service van inventory levels to determine needed parts
  • Set employee schedules for consistent staff coverage and delegated work assignments based upon experience and strengths
  • Established and optimized schedules to keep coverage and service in line with forecasted demands
  • Analyzed sales trends to follow demands of customers and in-shop needs
  • Analyzed sales trends to follow demands of customers and in-shop needs
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
  • Trained team members in successful strategies to meet operational and sales targets
  • Set employee schedules for consistent staff coverage and delegated work assignments based upon experience and strengths
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets
  • Developed and implemented new procedures for improving inventory control and reducing time required locating parts by modifying part numbers and locations.
  • Ordered parts for customers, repair shops, and service departments for use in Harley Davidson equipment.
  • Supervised and trained staff on product knowledge and customer service.
  • Rearranged parts department to better serve changing trends and keep workspaces organized.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Provided timely, insightful and accurate reports to upper management.
  • Processed and reshelved return orders, checking for discrepancies, potential usage and mechanical issue.
  • Analyzed sales trends to follow demands of customers and in-shop needs.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Monitored and evaluated supplier performance to maintain quality of parts.
  • Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
  • Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
  • Created employee schedules to align coverage with forecasted demands.
  • Partnered with managers to implement operational enhancements for paperwork processing.
  • Set employee schedules for consistent staff coverage and delegated work assignments based upon experience and strengths.
  • Replaced and maintained headlights, handlebar controls and mufflers for functional or aesthetic reasons.
  • Diagnosed problems by listening to running vehicles, conducting visual inspections and dismantling systems to inspect internal components.
  • Used blueprints and technical instructions to make repairs to and replacements of motorcycle subassemblies such as brakes, forks and transmissions.
  • Worked with clients to develop plans for ordering, installing and aligning parts and performing detail work.
  • Conferred with clients to establish nature of defects or malfunctions affecting vehicle operations.
  • Connected vehicles to test panels for diagnostic testing, measuring for performance indicators such as ignition timing and generator output to identify faults.
  • Listened to engines, examined vehicle frames or conferred with customers to determine nature and extent of malfunction or damage.
  • Sold parts fabricated in-house to clients and distributors to enhance profits and promote long-term loyalty.
  • Replaced defective parts using hand or powers tools, arbor presses and flexible power presses.
  • Mounted, balanced or checked tire condition or pressure.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed detailed plans based on broad guidance and direction.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Launched quality assurance practices for each phase of development
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
  • Incorporated e-commerce objectives in social media platform management.
  • Customized e-commerce platforms by building new products, designing landing pages and integrating new vendors and apps to further enhance website UI and UX.
  • Helped find leading online retailers and platforms to connect with consumers.
  • Developed and executed e-commerce positioning, values, tone of voice and design elements to bring value and convenience to customers.
  • Tracked consumer behavior, content management and weight of purchase to develop robust customer acquisition and retention programs.
  • Established and maintained balanced and accurate e-commerce budget to execute on initiatives with proper funding and enrich customer experience.
  • Leveraged Google Analytics and AB testing to monitor effectiveness of online marketing strategies, website content and user experience.
  • Supported annual media planning process and media buying for digital content.
  • Constructed new payment systems for online orders to optimize website shopping and boost sales.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Implemented systems and procedures to increase sales.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Built relationships with customers and community to establish long-term business growth.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Facilitated business by implementing practical networking techniques.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Organized promotional events and interacted with community to increase sales volume.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Managed accounts to retain existing relationships and grow share of business.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Communicated product quality and market comparisons by creating sales presentations.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Drove sales by developing multi-million dollar contract sales.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.

Education

Associate of Arts - Advanced Firearm Technology

Sonoran Desert Institute
Tempe, AZ
01.2021

Diploma - Autobody Technology

Russel Lee
05.1993

Skills

  • Maintenance and Repair
  • Operations Management
  • Product Promotion
  • Advertising Campaigns
  • Reading Comprehension
  • Client Meetings
  • Team Meetings
  • Organizational Management
  • Workflow Schedules
  • Document Organization
  • Microsoft Excel
  • Verbal and Written Communication
  • Cross-Functional Team Management

Timeline

Recovery Agent

Echo Recovery
04.2008 - 03.2013

DRIVER /Mechanic

NKC Trucking
02.2008 - Current

Mechanic/Machinist

Dennler And Son's
02.2008 - 04.2017

SERVICE AND PARTS MANAGER / WARRANTY MANAGER/E-Commerce Manager

Orlando Harley-Davidson
08.1997 - 02.2008

Associate of Arts - Advanced Firearm Technology

Sonoran Desert Institute

Diploma - Autobody Technology

Russel Lee

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CHARLES THOMPSON