Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Denis Bilanovic

Longwood,FL

Summary

Dedicated and experienced driver with over 20 years of expertise in automotive and logistics, consistently committed to delivering exceptional customer satisfaction. A natural love for maps and route planning. Proven ability to enhance vehicle longevity and ensure workplace safety through meticulous inspections and effective roadside maintenance. A strong work ethic and passion for always improving upon oneself, a commitment to excellence in every task. Recognized for reliability and a proactive approach to problem-solving, contributing to seamless operations and positive client experiences.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Roadside Assistance/Tow Technician

AAA Auto Club Group
10.2024 - Current
  • Safely operating a Rollback Flatbed Tow Truck with a 22 foot bed
  • Maintained a high success rate in resolving vehicle issues on-site, minimizing the need for towing services.
  • Reduced response times for service calls by efficiently navigating through various routes and traffic conditions.
  • Demonstrated versatility as a technician by successfully handling various makes and models of vehicles encountered during service calls.
  • Improved customer trust in the company by demonstrating professionalism and expertise in handling diverse automotive problems.
  • Conducted thorough assessments of vehicle issues, ensuring accurate diagnosis before performing repairs or initiating tow services.
  • Assisted customers in stressful situations, providing empathetic support while addressing their immediate needs.
  • Adhered to all safety protocols during roadside assistance tasks, ensuring both personal and customer wellbeing.

Delivery Driver

Uber/Lyft
07.2020 - 10.2024
  • Drives passengers across major metropolitan areas, ensuring their safety while offering friendly service
  • Also picking up and delivering food, promptly and safely delivering to the specified location.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked flexible hours across night, weekend, and holiday shifts.

Delivery Driver

Garry Owen DSP (Amazon Logistics Partner)
07.2022 - 11.2023
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Managed customer inquiries and complaints in polite and professional manner.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
  • Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.

Front End Manager

Natural Grocers
10.2019 - 07.2020
  • Responsible for all cashiers and cash drawers, ensuring exceptional customer service while resolving issues as they arise.
  • Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
  • Oversaw cashier operations, bookkeeping, and security.
  • Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
  • Maintained strong customer relations and effective customer service standards.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Provided excellent customer service in all interactions, modeling desired behaviors for staff and fostering a culture of continuous improvement.

Commercial Manager/Dispatcher Manager

Oreilly Auto Parts
11.2014 - 10.2019
  • Commercial Manager
  • Alerts customers to upcoming sales events and promotions
  • Responsible for supervising a team of drivers
  • Handles customer relations issues in a gracious manner and in accordance with company policies
  • Educates customers about the brand to incite excitement about the company's mission and values
  • Answers customer telephone calls promptly and in an appropriate manner.
  • Strengthened client relationships through regular communication and timely resolution of issues, leading to increased customer satisfaction.
  • Monitored competitor activity, utilizing insights to inform strategic planning and decision-making processes.
  • Enhanced product offerings by conducting market research and identifying emerging trends within the industry
  • Built relationships with clients to establish new contracts.
  • Built relationships with customers and community to establish long-term business growth.

Retail Service Specialist

O'Reilly Auto Parts
10.2013 - 11.2014
  • Retail Service Specialist
  • Stocked and replenished merchandise according to store merchandising layouts
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register
  • Welcomed customers into the store and helped them locate items
  • Shared best practices for sales and customer service with other team members to help improve the store's efficiency.

Parts Counter Professional

Uni-Select USA Inc
01.2010 - 01.2013
  • Parts Counter Professional
  • Services calls from both retail & commercial customers
  • Uses problem-solving skills to assist customers
  • Responsible for multi-line inbound sales calls utilizing a catalog system
  • Dispatched multiple drivers for local deliveries.
  • Evaluated supplier performance regularly, identifying areas for improvement and recommending changes when needed.
  • Collaborated with service technicians to ensure proper parts identification and availability for repairs.
  • Consistently exceeded performance goals, earning recognition for strong work ethic and dedication to customer satisfaction.
  • Developed an efficient system for tracking backorders, minimizing delays in completing repair jobs.
  • Provided exceptional customer service, addressing issues promptly and professionally to maintain customer loyalty.

Store Manager

Parts Depot, Inc
01.2005 - 01.2010
  • Direct Supervisor of 16 employees in a combined Retail/Wholesale environment
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Oversaw day to day operations of an Auto Parts warehouse containing 1.8 million dollars worth of inventory with responsibility for inventory accounting and general ledger reconciliation
  • Adhered to company values and maintains a working environment that follows appropriate safety protocols
  • Dispatcher for multiple drivers.

Skills

  • More than 20 years of customer service experience, with 5 years of management experience & over 10 years working in various logistics areas as a professional non CDL driver
  • Delivery driving & logistics often played a key factor at many previous jobs
  • Automotive Mechanical Service and Repair Experience
  • Experience as a flatbed tow truck operator
  • Knowledge of Excel/Spreadsheet/Word
  • Dispatching/Delivery logistics, route planning knowledge
  • Dispatching procedures
  • Customer Relations
  • Routing orders
  • Dispatching field personnel
  • Technical aptitude
  • Critical Thinking
  • Multitasking Abilities
  • Effective Communications
  • Positive attitude

Certification

Soon to be a new graduate with a CDL Class A License from Orlando Truck Driving Academy.

Have a valid passport

Have a Twic card

Will add Hazmat endorsement upon passing the CDL A exam.

Timeline

Roadside Assistance/Tow Technician

AAA Auto Club Group
10.2024 - Current

Delivery Driver

Garry Owen DSP (Amazon Logistics Partner)
07.2022 - 11.2023

Delivery Driver

Uber/Lyft
07.2020 - 10.2024

Front End Manager

Natural Grocers
10.2019 - 07.2020

Commercial Manager/Dispatcher Manager

Oreilly Auto Parts
11.2014 - 10.2019

Retail Service Specialist

O'Reilly Auto Parts
10.2013 - 11.2014

Parts Counter Professional

Uni-Select USA Inc
01.2010 - 01.2013

Store Manager

Parts Depot, Inc
01.2005 - 01.2010

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