Donald Underwood
Cypress,TX
Summary
Dynamic Service Advisor with a proven track record at Caliber Collision, excelling in customer relations and quality assurance. Recognized for reducing wait times and enhancing customer satisfaction through effective communication and team collaboration. Skilled in training and mentoring, I consistently deliver exceptional service while fostering a positive work environment.
Overview
17
17
years of professional experience
Work History
Service Advisor
Caliber Collision
02.2024 - 11.2025
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Maintained high customer satisfaction standards to meet or exceed targets.
Service Advisor
Monument Chevrolet
03.2023 - 01.2024
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
Estimator
Rush Enterprises
04.2020 - 09.2022
- Used specialized software to create estimates quickly and accurately and make estimates easily understandable and shareable.
- Collaborated with other departments and contractors to access all necessary information and expertise to create comprehensive estimates.
- Participated in pre-bid meetings and site visits to understand project scope and identify potential issues or challenges.
- Ensured compliance with industry standards and regulations in all estimates, mitigating legal and financial risks for company.
- Continuously improved estimating procedures by staying updated on industry trends and attending relevant training courses.
- Established a reputation for delivering reliable and accurate estimates, resulting in increased client trust and repeat business opportunities.
- Provided comprehensive training to junior estimators, enhancing team capabilities and improving overall departmental productivity.
- Implemented new software tools to enhance estimation precision and speed, significantly cutting down preparation time.
- Calculated labor hours accurately based on trade-specific productivity rates, leading to more realistic project timelines and work plans.
Estimator
Vanguard Truck Centers
10.2019 - 03.2020
- Maintained a strong attention to detail, ensuring all relevant information was accurately recorded and communicated to customers and insurance providers throughout the repair process.
- Ensured accuracy in repair estimates by utilizing cutting-edge software programs designed for the automotive industry.
- Supported customers throughout the repair process, addressing concerns and providing updates on progress as needed.
- Increased shop revenue through effective upselling of additional services during the estimation process.
- Minimized potential conflicts by effectively documenting all aspects of each collision case, including detailed photographs and written descriptions of damages incurred.
- Improved customer satisfaction by providing accurate and timely repair estimates for collision damages.
- Enhanced communication with insurance companies by effectively explaining repair requirements and negotiating fair compensation.
Insurance Adjuster
Nationwide Insurance
07.2016 - 08.2019
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Examined claims forms and other records to determine insurance coverage.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Directed claims negotiations within allowable limit of $[Amount] and supported successful litigations for advanced issues.
- Improved training programs for new adjusters, sharing expert knowledge in the field and best practices in handling claims.
- Maintained compliance with state regulations and industry standards throughout all aspects of the claims process.
- Enhanced company reputation by providing excellent customer service during the claims process, ensuring positive experiences for clients.
- Kept up-to-date on industry advancements through regular participation in continuing education opportunities, applying updated knowledge to daily tasks.
- Negotiated fair settlements with claimants by effectively communicating the basis for decisions and collaborating on agreeable terms.
- Increased team productivity by mentoring junior adjusters, fostering an environment of collaboration and continuous improvement.
- Evaluated insurance claims by conducting thorough investigations and analyzing policy coverage.
Collision Center Manager
Rush Enterprises
07.2008 - 07.2016
- Worked with customers and insurance companies to obtain payments.
- Oversaw financial management of the collision center, including budgeting, forecasting, and expense tracking.
- Managed inventory control for parts and supplies, minimizing waste and reducing costs.
- Implemented quality assurance measures to ensure all repairs met or exceeded industry standards.
- Kept up-to-date on industry trends, tools, equipment, and best practices by attending conferences and workshops regularly.
- Recruited top talent for the collision center team through targeted hiring campaigns.
- Checked quality of all work to maintain customer satisfaction.
- Developed strong relationships with insurance partners for seamless claims processing and efficient repairs.
- Collaborated with other departments to improve overall company performance and customer experience.
- Boosted employee morale through recognition programs, fostering a positive work culture that increased productivity.
- Mentored junior staff members by sharing expertise in collision repair techniques.
- Increased overall efficiency by optimizing workflow, delegating tasks, and implementing time-saving procedures.
- Conducted thorough vehicle damage assessments for accurate repair estimates and efficient service scheduling.
- Enhanced customer satisfaction by streamlining the repair process and implementing effective communication strategies.
- Reduced cycle times, ensuring timely delivery of repaired vehicles to customers.
- Improved team performance with regular training sessions, performance evaluations, and constructive feedback.
- Maintained safety of all personnel through hands-on management.
- Resolved customer complaints professionally and effectively, maintaining a high level of customer satisfaction throughout the repair process.
- Stocked shop with equipment, parts and other resources to promote timely service.
- Used [Software] to prepare and manage annual operating budget of body shop.
- Supervised and managed shop operations and tasks.
- Maintained employee morale and increased production [Number]% through employee appreciation.
Education
High School Diploma -
High School For The Health Proffessions
Houston TXNo Degree -
Stephen F Austin State University
Nacogdoches, TXSkills
- Handling customer complaints
- Team player mentality
- Strong work ethic
- Customer service
- Customer relations
- Inter-department collaboration
- Team building
- Training and mentoring
- Quality assurance
- Account management
- Training programs
Timeline
Service Advisor
Caliber Collision
02.2024 - 11.2025
Service Advisor
Monument Chevrolet
03.2023 - 01.2024
Estimator
Rush Enterprises
04.2020 - 09.2022
Estimator
Vanguard Truck Centers
10.2019 - 03.2020
Insurance Adjuster
Nationwide Insurance
07.2016 - 08.2019
Collision Center Manager
Rush Enterprises
07.2008 - 07.2016
High School Diploma -
High School For The Health Proffessions
No Degree -
Stephen F Austin State University