Courtney Heath
New London,NH
Summary
Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs. Talented Owner with excellent marketing, customer service and facility oversight skills and more than 25 years of experience. Highly effective and comfortable working with people at all levels in organization.
Overview
28
28
years of professional experience
Work History
Owner
Northeast Towing and Recovery LLC
2000.06 - Current
- Operated towing equipment to move motor vehicles damaged by accident, stalled or ticketed by police for traffic violation
- Received calls and was dispatched to location by repair garage, automobile association and police department by radio or telephone
- Was instrumental in implementing safety rules and policies
- Trained and managed several employees and achieved significant improvements in their productivity
- Set and operated inside the company budget
- Made minor repairs to vehicles along highway, such as replacing spark plugs, batteries, light bulbs and connecting loose wires
- Instrumental in cultivating several local and state police towing accounts, as well as major commercial accounts
- Supervised employees, scheduled work hours, resolved conflicts, determined salaries
- Successfully managed a viable towing and recovery operation
- Successfully handled multiple calls from state police and regular customers on a day to day basis
- Structured and maintained a fleet as large as 6 trucks and support vehicles.
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Created and monitored promotional approaches to increase sales and profit levels.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Optimized team hiring, training and performance.
Town of Goshen NH
Patrolman
1999.12 - Current
- Responded to call-outs during periods of low coverage or high demand to serve public in [Location].
- Backed up patrol officers during difficult stops or to answer complex questions.
- Guided officers through difficult situations, backing up teams onsite and advising on strategic decisions.
- Led teams by example, consistently demonstrating correct behaviors and enforcing policies and procedures.
Call Fire Fighter
Town Of New London
1995.03 - Current
- Maintained strong knowledge of firefighting principles and suppression methods, which enabled proper decision-making in emergency situations.
- Educated public and community members on fire safety and prevention methods to provide life-saving techniques.
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
- Assisted with safety audits and tracking of chemical and waste inventories.
- Notified fire dispatchers to detail difficulties encountered, request additional firefighters and obtain emergency supplies.
- Set up and operated master streams and aerial ladder pipes.
- Trained fire personnel in safe and proper operation and maintenance of fire department apparatus and vehicles.
- Inspected buildings for pre-fire plans, fire hazards and compliance with fire prevention ordinances.
- Operated pumping engine to direct water pressure in hose and nozzle for most efficient operation.
- Responded to confined space incidents, EMS and hazardous material incidents.
- Carried, placed and extended ladders in training and in emergencies.
- Removed individuals from dangerous situations and offered emergency assistance for minor and critical concerns.
Patrolman
Town Of Sunapee Sunapee NH
2009.09 - 2022.07
- Responded to call-outs during periods of low coverage or high demand to serve public in Sunapee.
- Backed up patrol officers during difficult stops or to answer complex questions.
- Guided officers through difficult situations, backing up teams onsite and advising on strategic decisions.
- Led teams by example, consistently demonstrating correct behaviors and enforcing policies and procedures.
- Conveyed important information at start of each shift such as areas of focus and persons of interest in local areas.
- Maintained positive community relations through active communication at crime scenes and assistance with programs such as mentoring underprivileged kids and teaching at Citizen's Police Academy events.
- Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
- Developed and implemented strategies to improve patrol operations
General Manager
Key Auto Group/Rochester Truck
2017.08 - 2018.01
- Successfully operated a full line Hino Truck dealership with responsibility of budgeting as well as assisting in sales, service and parts departmental operations
- Provided leadership and oversight of new and used truck sales, a full line service department and parts department
- Established dealership goals and mile stones to exceed corporate
- Goals in sales, budget, absorption and operational efficiencies
- Raised Customer Satisfaction Index (CSI) from Needs Improvement to Best in
- Class within ninety days of taking over dealership and maintained level for entire tenure
- Fulfilled Service Manager and Truck Sales positions while recruiting for qualified candidates in addition to GM position
- Restructured all three departments for efficiency and staffed all vacant positions with qualified
- Increased sales by department a minimum of 35% annually and achieved all manufacturer goals receiving the award of Hino elite dealer
- Raised Customer Satisfaction Index (CSI) from Needs Improvement to Best in
- Class within ninety days of taking over dealership and maintained level for entire tenure.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
Body Shop Manager
Key Auto Group/Concord Collision
2015.05 - 2017.07
- Prepared work orders by describing repair and replacement services required, obtaining approval signatures and entering orders into work management system.
- Removed dents, filled in cracks and painted car exteriors to restore appearance and condition.
- Scheduled preventive and corrective maintenance on rental equipment.
- Examined damaged vehicles to determine degree of structural and mechanical damage.
- Monitored maintenance of paint booths, frame-straightening materials and fixed assets to enhance longevity and long-term value.
- Established production goals and evaluated key performance indicators (KPI) related to profitability, efficiency and revenue.
- Supervised and managed shop operations and tasks.
- Developed estimates by costing parts, supplies and labor and calculating customers' payments.
- Implemented business development, customer service and maintenance strategies resulting in increased production yield.
- Authored policies and procedures and actualized best practices and standards to increase performance, reduce downtime and generate new revenue.
- Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
Towing and Transportation Manger
Key Auto Group Concord NH
2013.10 - 2015.12
- Formulated policies, programs and procedures for transportation systems,including schedules, rates, routes, assignment of drivers, vehicles and otherterminal operations for all Key Auto locations
- Submitted recommendations for development of, and compliance with,transportation policies, procedures and programs
- Planned vehicle scheduling, allocation, dispatching, licensing andcommunication functions in accordance with established policies andobjectives to effect economical utilization of vehicle facilities
- Conducted continuous analyses of vehicle and driver assignments andanalyzed scheduling for possible consolidation
- Reviewed and revised driver schedules to ensure increased efficiency and tolower costs
- Conducted field surveys to evaluate operations and recommended changes
- Reviewed cost statements to locate excessive expenses and developed plans,policies and budgets
- Trained and assigned personnel for supervisory positions
- Patriot Sales and Service
Northeast Regional Sales Rep
Patriot Sales And Service
2010.10 - 2013.10
- Sold motor vehicles, such as tow trucks and flatbed carriers from light to heavy duty to dealers and service stations
- Executed daily operations of my assigned territory making cold calls and follow up visits
- Wrote, designed and produced an assigned territory in Maine New Hampshire and Vermont
- Conferred with dealer and reviewed sales records to determine number of vehicles to order
- Was instrumental in gaining market share in my assigned territory,
- Advised customer in methods of increasing sales volume, utilizing knowledge of sales promotion techniques
- Trained customers on how to use their trucks and assist in bulling to help make significant improvements in their productivity
- Compiled lists of prospective customers for use as sales leads, based on information from newspapers, business directories and other sources
- Traveled throughout assigned territory to call on regular and prospective customers and to solicit orders
- Quoted prices and credit terms and prepared sales contracts for orders obtained
- Estimated date of delivery to customer, based on knowledge of production and delivery schedules
- Prepared reports of business transactions and kept expense accounts
- Structured and maintained a strict maintenance schedule to keep customer fleet running with minimal down time
- Quoted prices and credit terms and prepared sales contracts for orders obtained
- Estimated date of delivery to customers, based on knowledge of our firm's production and delivery schedules
- Prepared reports of business transactions and kept expense accounts
- Structured and maintained a strict schedule.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Performed cold-calling and follow-ups with leads to secure new revenue.
Education
Some College (No Degree) -
State of New Hampshire Police Academy
Concord NHFF level 1 advanced Haz-mat - undefined
State of New Hampshire Fire
1995
Police Prosecutor -
Police Prosecutor School
Concord, NH1995
High School Diploma -
Kearsarge Regional High School
Sutton NH06.1992
Skills
- Budget Development
- Quality Management Systems
- Financial Management
- Coaching and Mentoring
- Business Planning
- Profit and Loss Analysis
- Verbal and Written Communication
- Hiring and Staffing
- Customer Relations
- Staff Management
- Planning and Execution
- New Business Launch
- Cost Control
- Human Resources Administration
- Staff Hiring
- Corrective Actions
- Business Marketing
- Business Development
- Training and Development
- Operations Management
- Business Leadership
Timeline
General Manager
Key Auto Group/Rochester Truck
2017.08 - 2018.01
Body Shop Manager
Key Auto Group/Concord Collision
2015.05 - 2017.07
Towing and Transportation Manger
Key Auto Group Concord NH
2013.10 - 2015.12
Northeast Regional Sales Rep
Patriot Sales And Service
2010.10 - 2013.10
Patrolman
Town Of Sunapee Sunapee NH
2009.09 - 2022.07
Owner
Northeast Towing and Recovery LLC
2000.06 - Current
Town of Goshen NH
Patrolman
1999.12 - Current
Call Fire Fighter
Town Of New London
1995.03 - Current
Some College (No Degree) -
State of New Hampshire Police Academy
FF level 1 advanced Haz-mat - undefined
State of New Hampshire Fire
Police Prosecutor -
Police Prosecutor School
High School Diploma -
Kearsarge Regional High School
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