Daniel Whitehouse

• Used ticketing systems to manage and process support actions and requests.
• Cooperated with engineering, manufacturing and corporate accounting to verify adherence to quality standards.
• Recorded, analyzed and distributed statistical information.
• Monitored staff organization and suggested improvements to daily functionality.
• Assured consistent quality of production by implementing and enforcing automated practice systems.
• Implemented new quality assurance and customer service standards.
• Estimated financial requirements of new projects.
• Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Established and tracked quality department goals and objectives.
• Standardized office structures and processes to promote collaboration and increased performance.
• Monitored employee and customer interactions to assess quality of service.
• Tracked and documented metrics, and evaluated trends.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Prepared material orders to complete projects on time and within budget.
• Calculated correct costs for project-specific goods and services by gathering information from team members, sub-contractors and vendors.
• Utilized cost estimation systems to document project information, create estimates and revise project costs to reflect current data.
• Provided accurate estimates by defining scope, timelines, potential setbacks and limitations.
• Determined project objectives, budgets and schedules by coordinating with clients and teammates and optimized plans to meet changing conditions.

• Participated in group activities, emphasizing making camp fun for campers, teaching skills, providing encouragement and facilitating opportunities of interaction between campers.
• Assisted in developing and implementing program ideas, planned activities for units and evaluated program quality.
• Kept assigned troop volunteers abreast of pertinent information to keep leadership members up-to-date on emerging issues and developing practices.
• Administered basic first aid and medications per organizational guidelines, documenting incidents and communicating details to camp director.
• Encouraged participation in camp activities and guided troop members in safe adventures.
• Transported and escorted program participants to and from activities and on field trips.
• Trained staff members on conducting events and following safety procedures.
• Resolved conflicts that arose between campers by listening to complaints and finding appropriate solutions.
• Provided clear instruction to activity and program participants to deliver fun and maintain safety.
• Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
• Factored-in abilities, needs and interests of participants in development of events and programs.
• Supervised camper activities to address behavioral issues and promote fun, safety and inclusivity.
• Supervised youth in engaging environment to promote security and safety for all ages.
• Liaised with parents and caregivers to provide updates on progress and behavior.
• Monitored youth behavior and offered guidance and support for positive change.
• Performed in advocacy capacity for troubled youth to provide access to resources.
• Interacted with troubled youth and offered resources and programs to surmount challenges.
• Encouraged children to talk issues out with each other and without anger, which eased tense situations.
• Took part in sports, games, and movie nights with children.
• Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
• Offered guidance and advice to help cultivate self-esteem and community involvement.
• Implemented variety of fun and recreational activities for residents.
• Supervised individuals in small group atmosphere to cultivate safety, independence and structure.
• Demonstrated positive influence to children by acting appropriately, being respectful to others and actively listening.
• Engaged and interacted with youth members, teaching sustainable habits and coping mechanisms.
• Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
• Planned and implemented integrated lessons to meet national standards.

• Defined project and company vision, strategies and tactics
• Researched, negotiated, implemented and tracked advertising and public relations activities
• Managed all media, press and public relations issues
• Conferred with production, graphic design and web-design personnel to coordinate production of corporate communications materials
• Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness
• Planned and negotiated media buys, including TV, radio, print and digital
• Managed all social media programs, including Internet forums, blogs, social networking applications and message boards
• Developed growth plans by identifying key clients, key targets and priority service lines
• Maintained up-to-date knowledge of industry, target accounts and competitive landscape
• Economically sourced and marketed artists merchandise (apparel and digital/hard media releases)
• Sourced and booked events for upcoming artists
• Created and uploaded to Youtube channels for events and artists
• Promotion and negotiations of contract deals for upcoming artists
• Planned, implemented and tracked sales and marketing strategies to promote brand products.
• Conceptualized brand identity and developed unique accompanying graphic style and tone for use in communications.
• Developed innovative marketing campaigns based on key objectives.
• Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
• Improved and boosted brand image by implementing focused marketing campaigns and engaging in professional networking to support outreach.
• Oversaw licensing of tracks to other labels.
• Stayed abreast of industry trends via trade publications, events and social media to keep artists at forefront of ever-changing landscape.
• Supported artist goals with corresponding action plans and timelines.
• Acted as subject matter expert of company services across portfolio of clients.
• Established strong relationships to partner with and navigate artists with wide range of personality types.
• Leveraged networks to identify and generate opportunities to increase exposure and revenue for clients.
• Managed portfolio of developing and established accounts to provide clients with strategic guidance.
• Set realistic expectations with clients to consistently deliver on expectations.
• Developed contacts with individuals and organizations, applying effective strategies and techniques to promote client success.
• Maintained detailed digital and hard-copy records of room statuses.
• Negotiated with managers, promoters and union officials regarding client contractual rights and obligations.
• Managed business and financial affairs for clients such as arranging travel and lodging, selling tickets and directing marketing and advertising activities.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
• Employed prompt decision-making and in-depth research to resolve issues.
• Trained and coached new and existing employees to boost staff productivity.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Capitalized on social media platforms to increase market awareness and recruit sales agents.
• Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
• Put together realistic budgets based upon costs and fees for successfully operating business.

• Managed extensive B2B claims profile averaging $200,000+ in Net Sales Monthly
• Assist customers in claim management(setting up claims, deciding best client plans of action)
• Check-in customers/facilitate repairs(direct communication with customers from "keys to keys")
• Provide World Class Customer Service
• Achieve Optimal Operational Consistency
• Communicate well with clients and peers
• Drive Results
• Document damages and estimate/finalize repair plans
• Direct bill for payment from clients/manage account receivables
  Source and order parts and materials/coordinate sublet work
• Maximize profit
• Maintain Key Performance Indicators
• Manage production status of repair orders through shop utilizing databases and management software
• Train new hires in software and repair/customer management
• Negotiate with claims representatives
• Coordinate payroll with commission-based technicians
• Maintain quarterly continued education
• Research repair methodologies and profit maximizing exercise for all vehicle makes
  

Achievements

• Closed monthly sales of $230,000 via single client "keys to keys."
• Closed filed CSI Survey Results 100% for over one year rolling
• Highest company sales record
• Met or exceeded KPIs quarterly
• Trained several new hires who now have advanced in their careers
• 100% survey detail kept informed for client
• 0% return rate survey detail for the client
• 100% customer satisfaction "keys to keys" for client
• 52% average gross profit for monthly repair orders closed sales
• Better than the industry average cycle time
• Contributed to 16% EBITDA
• Gave accurate quotes on needed repair work, fully educating customers on possible options and plans of action.
• Inspected completed repairs to check for accuracy and functionality and maintain customer satisfaction.
• Explained estimates and determined repair timelines to manage customer expectations.
• Maintained awareness of vehicle market trends to assess customer demands and budgets.
• Delegated and supervised vehicle bodywork to body team for restoration and remediation.

• Calibrate/Repair plan all work orders ran through production
• Organize and manage repair plans/assign labor tasks/management of repair schedules
• Run multiple daily production meetings with service advisers and technicians
• Schedule repair completion dates for production of sales
• Maximize growth profit while simultaneously driving client ownership
• Source and order required parts/repair materials/research data
• Monitor and calibrate direct repair relationship metrics
• Organized ongoing maintenance schedules to boost system performance.
• Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
• Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
• Evaluated final results to determine quality levels and isolate root causes of any identified faults.
• Monitored safety compliance to maintain strict standards and protect team members from harm.
• Sourced materials to keep up with production goals and meet customer demands.
• Managed continuous improvement initiatives to drive gains in quality, flow and output.
• Implemented program changes to identify and quickly resolve root cause issues bottlenecking production levels.
• Standardized production procedures, job roles and quality assurance guidelines.
• Reviewed work for quality and compliance with company standards and design specifications.
• Revitalized operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality.
• Resolved issues quickly to maintain productivity goals.
• Calculated finances and production costs while managing cash flow.
• Managed internal operational standards and productivity targets.
• Completed and submitted monthly and yearly reports to support executive decision making.
• Applied lean practices to balance workflow and eliminate unnecessary steps.

Achievements

• Estimate damages equating to sales of over $400,000 monthly
• Above industry average direct repair program tier metrics
• Pilot new direct repair client programs(Progressive, Geico 2.0)
• Manage all direct repair client accounts simultaneously
• Above 50% gross profit during a sales month of over $500,000
• Helped deliver on mission of shop wide customer service satisfaction index of 97% monthly
• Contributed to 22+% EBITDA

• Write profitable estimates while reducing costs for customer
• Work with various direct repair programs and field insurance companies
• Assist customers in restoring their lives
• Map out repair plans for vehicles that are high in productivity and profitability
• Sell repair orders to clients/customers
• Monitor/Obtain better than industry average CSI/Cycle Time

Achievements

• Obtain Tier 1 Direct Repair Client Metrics (Allstate,Esurance,Liberty Mutual,State Farm,Safeco)
• Customer service satisfication index (Return rate, Net Promoter Score, Kept Informed, Done on Time) above 97% monthly
• Above industry average repair cycle time( Driveable,Express,None-Drive,Hours per Day) monthly
• Repair order total monthly sale averaging $120-165,000
• Average monthly closed sales gross profit of 44-48%

• Source and order repair plan parts
• Negotiate vendor discounts to satisfy gross profit margin goals
• Manage facility supply inventory and profit margins in regards to materials
• Document, invoice, and dispense repair materials IE; Body supply(Seam-Sealers/Adhesives, general shop supplies, abrasives), Paint Supply(Toners,Hardeners, Primers, Clear Coats, Abrasives, Masking Materials)
• Coordinate/Schedule maintenance to facility IE; Paint Booths, Heavy Equipment(Welders, Torches, Polishers, and General shop tools)
• Management of invoices/file management systems
• Coordination/Negotiation with vendors in regards to returns slips, accounts payable, and credits
• Dispensing of repair order parts to technicians(mirror matching, negotiating parts labor credits, test-fitting parts)

Achievements

• Maximizing parts margin of closed monthly sale ranging between 30-50%
• Parts pending credits of 0% at month close, every month
• Reducing parts returns and maximizing profit margins with calculated negotiations/profit matching
• Attributing to above industry average cycle time with effective sourcing and receiving of required repair parts
• Bolstered sales and inventory management by effectively controlling daily parts program activities.
• Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
• Partnered with managers to implement operational enhancements for paperwork processing.
• Rearranged parts department to better serve changing trends and keep workspaces organized.

Directly identical to subsequent position

• Shuttling customers to and from destinations
• General repair facility maintenance including janitorial duties
• Headlight restorations
• Plastic bumper repairs(Plastic-welding, tab repair/fabrication, textured repair)
• Interior restorations and detailing
• Exterior vehicle detailing
• Wet-sanding and polishing/buffing of painted vehicles/minor damage(Use of wet-sand paper, dual action orbital sanders, rotary polishers, orbital polisher)
• Minor sheet metal repairs(Hammer and dolly work, grinding, mixing and application of fillers, sanding with blocks and machine sanders, sprayable primer applications)
• Masking and refinish prepping of vehicles
• Mixing and HVLP spray applications of primer,basecoat and clearcoat
• Removal and installation of fixed glass using hand/machine tools and urethane
• Disassembly and re-assembly of repair order vehicles
• Documenting and writing supplements for master technicians
• Evacuation and re-charge of HVAC systems
• 2 and 4 wheel alignments
• 3D Measuring of Vehicles using Point-X, Car-O-Liner and Chief Machines
• Diagnostic scanning of vehicles using AS-TECH and AUTEL devices
• Minor wiring repairs
• Setting up of welders/torches for technicians
• Evaluated systems according to predetermined checklist and noted issues.
• Performed maintenance duties and safely handled chemicals and solutions.
• Adhered to safety protocols and policies to reduce workplace hazards.
• Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
• Cleaned and lubricated parts to keep equipment operating at peak performance.
• Reviewed technical documentation to complete equipment maintenance and repair.
• Completed routine tasks such as tire rotation and balancing, oil changes and brake services.
• Explained diagnostic findings to customers and outlined repair or service options.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Adjusted original installation plan and reviewed installations for compliance with local codes and good operating practices.
• Applied knowledge of standard equipment and manufacturer repair guidelines.
• Demonstrated increased knowledge of company products and equipment.
• Installed new vehicle systems and components in response to service orders, recall actions and manufacturer instructions.

• Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
• Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
• Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
• Completed store opening and closing procedures and balanced tills.
• Responded to and resolved customer questions and concerns.
• Enforced company policies and regulations with employees.
• Created incentive programs and contests to support and award top performers.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Trained new employees and delegated daily tasks and responsibilities.
• Regulated pricing, inventory count and supply during shift hours.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Oversaw talented team by actively communicating project information, remedying issues and delivering positive feedback.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Identified team weak points and implemented corrective actions to resolve concerns.

• Resolve customer complaints and concerns with strong verbal and negotiation skills
• Display courtesy and strong interpersonal skills within all customer interactions
• Maintain composure and patience in face of difficult customer situations
• Train new employees and explain protocols clearly and efficiently
• Provide thorough support and problem resolution for customers
• Troubleshoot and resolve internet connectivity and general software/hardware issues
• Inform customers about issue resolution progress
• Leverage in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs
• Provide base level IT support to company personnel
  
• Built strong relationships with store customers based on knowledgeable support for diverse computer needs.
• Assisted with computer repair and upgrade orders for customers.
• Partnered with computer sales team and other store personnel to deliver unparalleled customer support and maximize revenue.
• Stayed in frequent communication with district management via phone, Zoom and email to remain current on changing computer sales strategies.
• Listened to customers to identify needs and build personalized computing solutions.
• Engaged customers throughout sales process and followed store procedures to maximize satisfaction.
• Supported back-end team in keeping computer technology organized and locating desired items for customers.
• Documented customer orders and processed accurate payments for products, warranties and support contracts.
• Trained store associates on computer products, technology and service offerings.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Monitored customers for signs of security concerns and escalated issues to management.
• Answered customer questions about products and services, helped locate merchandise and promoted key items.
• Listened to customer needs and desires to identify and recommend optimal products.
• Created inviting environment for customers by maintaining store organization and cleanliness.
• Developed strong rapport with customers and created positive impression of business.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Prioritized helping customers over completing other routine tasks in store.
• Managed efficient cash register operations.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Provided exceptional services and pleasant shopping experiences to retail customers.