Courtney Stutts
Charlotte,NC
Summary
Accomplished leader with a strong track record in staff management and customer relationship management, most notably at Safelite Auto Glass. Demonstrated ability to enhance customer satisfaction and streamline operations, earning recognition in Best of Belron. Expertise in coaching, mentoring, and ensuring workplace safety compliance, contributing to substantial team performance improvements.
Overview
24
24
years of professional experience
Work History
Assistant Manager
Safelite Auto Glass
05.2022 - Current
- Executed daily operations management, overseeing opening and closing tasks, work order workflows, and customer interaction protocols.
- Achieved high rates of warranty and repair issue resolutions, ensuring customer satisfaction.
- Maintained high-quality standards in installations and repairs by implementing tailored training, re-training, and coaching programs, including SafeTech certifications.
- Performed additional necessary tasks and responsibilities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Monitored employee attendance records, timekeeping, and payroll information.
- Maintained up-to-date knowledge of Safelite products and services.
- Ensured compliance with safety regulations and company policies.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Recruited and trained new employees to meet job requirements.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Pursuing alternative employment for career advancement.
OTR Supervisor
United Parcel Service (UPS)
08.2021 - 05.2022
- Ensured all parcel delivery activities adhered to strict safety protocols through active supervision and monitoring.
- Provided safety education to drivers for enhanced compliance and risk mitigation.
- Designated to a supervisory position upon hiring due to extensive management experience.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Focused career shift toward enhanced personal and professional equilibrium.
Business Manager
The Journey Behavioral & Wellness Clinic
06.2018 - 08.2021
- Managed operational aspects of outpatient behavioral care center.
- Conducted comprehensive duties such as managing finances, verifying insurance and billing to ensure timely patient appointments.
- Cultivated a positive organizational culture and work environment to motivate employees.
- Directed customer service policies to enhance customer satisfaction and loyalty.
- Provided training sessions for employees on new software systems used in business operations.
- Interacted with customers and vendors with utmost professionalism to solve various problems.
- Managed a team of staff members, providing guidance and direction to ensure successful patient outcomes and satisfaction.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assessed employee performance evaluations and recommended changes or improvements as needed.
- Left position due to concurrent employment with UPS.
Glass Installation Technician
Safelite Auto Glass
02.2014 - 06.2018
- Performed auto glass installations while ensuring compliance with both Belron and Safelite safety standards.
- Acquired cross-training experience in various installation environments.
- Selected to handle major commercial accounts due to proven expertise in customer service and operational proficiency.
- Assisted other technicians with complex installations when necessary.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Adapted installation techniques to accommodate unique customer environments and requirements.
- Troubleshot and resolved technical issues, minimizing downtime and maintaining high customer satisfaction.
- Inspected materials and equipment regularly to check for potential hazards and machine defects.
- Led junior technicians, offering guidance and oversight to ensure quality and adherence to best practices.
- Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues.
- Conducted quality assurance tests post-installation to guarantee functionality and performance standards.
- Provided key information to customers, educating on equipment, products, and services.
- Achieved commendation in Best of Belron for two consecutive years.
- Left role upon receiving acceptance offer from ECPI Accelerated BSN Program.
Lead Supervisor/Installation Technician
Grice Showcase
07.2010 - 01.2014
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned work and monitored performance of project personnel.
- Handled precise measurements and accurate cutting for showcase installations.
- Provided guidance to junior staff members regarding best practices for productivity improvement.
- Trained new hires on company policies, procedures, and processes.
- Complied with company policies, objectives and communication goals.
- Resolved customer complaints and inquiries promptly and professionally.
- Managed logistical efforts including truck deliveries, booth configurations, and interactions with trade show vendors.
- Introduced actionable strategies that minimized redundancies while driving operational improvements.
- Organization shut down following adverse circumstances.
Logistics
Wal-Mart Distribution Center
04.2004 - 07.2010
- Managed trailer unloading processes, guaranteeing expedited shipment of merchandise to local retailers.
- Coordinated delivery logistics with third-party providers.
- Managed logistics requirements for assigned area of responsibility.
- Coordinated transportation logistics for shipments leaving the facility.
- Coordinated fulfillment services with third-party logistics providers.
- Oversaw management of inbound cargo logistics.
- Investigated issues with orders and coordinated delivery logistics.
- Tracked shipment progress utilizing logistics software programs.
- Sought new opportunities for career advancement.
Logistics
Airborne Express/DHL
05.2001 - 03.2004
- Initiated career path handling parcel transportation and logistics.
- Advanced rapidly to managerial role supervising a team of 45-50 drivers.
- Supervised staff members including hiring, training, scheduling, evaluating performance.
- Developed strong rapport through effective client needs assessment and commitment to top satisfaction levels.
- Identified and resolved shipping and packaging errors.
- Implemented on-the-job training activities to cross-train employees on various tasks.
- Resolved customer complaints related to shipping issues or delays in transit times.
- Ensured compliance with company policies, procedures, safety regulations and applicable laws.
- Encountered restricted possibilities for advancement.
Education
BSN Program -
ECPI
01.2019
Web Design Certificate - Web Design
01.2001
College Prerequisites -
Gaston College
01.2000
High School Diploma -
South Point High School
01.1998
Skills
- Customer relationship management (CRM)
- Coaching and mentoring
- Workplace safety compliance
- Problem-solving
- Policy enforcement
- Staff training and development
- Employee supervision
- Adaptability and flexibility
- Team leadership
- Business administration
- Recruitment and hiring
- Sales monitoring
- Budget assistance
- Multitasking and organization
- Orientation and training
- Conflict resolution
- Customer rapport
- Staff management
Professionalobjectives
I am seeking a position within an established organization that will allow me to grow into a supervisor or management role. I am a motivated, analytical individual with skills in glass installation, customer service and multiple supervisory roles throughout my career.
Timeline
Assistant Manager
Safelite Auto Glass
05.2022 - Current
OTR Supervisor
United Parcel Service (UPS)
08.2021 - 05.2022
Business Manager
The Journey Behavioral & Wellness Clinic
06.2018 - 08.2021
Glass Installation Technician
Safelite Auto Glass
02.2014 - 06.2018
Lead Supervisor/Installation Technician
Grice Showcase
07.2010 - 01.2014
Logistics
Wal-Mart Distribution Center
04.2004 - 07.2010
Logistics
Airborne Express/DHL
05.2001 - 03.2004
BSN Program -
ECPI
Web Design Certificate - Web Design
College Prerequisites -
Gaston College
High School Diploma -
South Point High School
Similar Profiles
Jessica ArvayoJessica Arvayo
Sales Representative at Safelite Auto GlassSales Representative at Safelite Auto Glass
Chad GustafsonChad Gustafson
Manager at Safelite Auto GlassManager at Safelite Auto Glass
William KressWilliam Kress
Appointment Scheduler at Safelite Auto GlassAppointment Scheduler at Safelite Auto Glass
Tyler WittTyler Witt
Master Technician at Safelite Auto GlassMaster Technician at Safelite Auto Glass
Samantha CottonSamantha Cotton
Manager at Mellow MushroomManager at Mellow Mushroom