Douglas Cummings
Orlando,FL
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Direct Repair Program Team Manager
Liberty Mutual Group
10.2005 - 10.2022
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Coordinated team collaboration to share ideas and build best practices.
- Established and maintained performance, quality and service standards for professional customer care.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Implemented training programs to maximise team member development and potential.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance on a bi-annual basis and coached and trained 10 team members, increasing quality of work and employee motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence throughout an 11 state and Washington D.C. territory.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development.
Automotive Collision Damage Estimator
AutoNation
- Prepared bids and proposals to submit to clients and secure new business.
- Gathered data on materials, labor and equipment costs to determine total costs of projects.
- Analyzed plans and specifications to identify scope and cost of projects.
- Collaborated with project managers and contractors to obtain necessary information for preparing cost estimates.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Attended project meetings to provide updates and insights on project costs.
- Monitored project progress to identify and address changes in project scope or budget.
- Stayed current with industry regulations and standards to produce cost estimates in compliance with all relevant laws.
Field Appraiser (Auto Collision)
Liberty Mutual Group
- Accurately estimated parts and labor for repairs.
- Examined client financial records to inform on possible plans for total-loss vehicles or large repairs.
- Coordinated with local body shops to complete repair jobs.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Kept current on insurance regulations, laws, policies and procedures.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Identified suspicious claims, escalating issues to the proper channel for further investigation and analysis.
- Successfully negotiated settlements with claimants and insurers.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Created detailed assessments of damages to all types and makes of vehicles.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Body Shop Foreman
AutoNation
- Coached employees to improve performance and skills.
- Used hand and power tools, equipment, and instruments accurately.
- Oversaw maintenance and repair of shop equipment.
- Verified safe and proper operation of wide range of power tools, equipment and instruments.
- Managed materials inside shop.
- Directed daily operations of team of 12 technicians and shop professionals.
- Supervised ongoing daily production phases.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Collaborated with management to direct workflow and support operations.
- Cultivated professional working relationships with peers.
- Kept accurate and detailed records of productivity.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Enhanced processes by pinpointing bottlenecks and working with management to resolve.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
Manager
Universal Auto Body
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Improved marketing to attract new customers and promote business.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored staff to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees.
Body Shop Foreman
Colonial Auto Body
- Coached employees to improve performance and skills.
- Used hand and power tools, equipment, and instruments accurately.
- Oversaw maintenance and repair of shop equipment.
- Managed materials inside shop.
- Directed daily operations of team of 10 technicians and shop professionals.
- Supervised ongoing daily production phases.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Cultivated professional working relationships with admin staff, peers, technicians, manager and shop owner.
- Planned, organized and monitored resources to deliver efficient use of labor and materials.
- Kept accurate and detailed records of personnel progress and productivity.
- Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Oversaw loading and unloading of parts and supplies.
- Enhanced processes by pinpointing bottlenecks and working with staff and owner to resolve.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Built relationships with customers and managed accounts to drive revenue and profit.
Automotive Refinish Technician
Colors On Parade Group
- Repaired and refinished vehicle parts according to work order instructions.
- Removed and reinstalled parts to complete body and refinish repairs.
- Inspected vehicles to identify and document repair need.
- Followed standard operating procedures to achieve consistent quality of work.
- Applied finishing techniques to enhance quality and appearance of repairs.
- Utilized collision repair tools to address bodywork and refinishing needs.
- Tested and adjusted newly repaired vehicles to verify proper function.
- Prepared cost estimates for vehicle repairs and provided detailed documentation for customer review.
- Enforced compliance with safety regulations when operating equipment.
- Prepared surfaces for priming, painting and refinishing.
- Inspected completed repairs for accuracy, quality and safety.
- Examined vehicles to determine extent of damage and repairs required.
Wholesale Sales Representative
Jimmy Bryan Lexus
- Provided superior service to customers by quickly responding to requests, suggestions and concerns.
- Contacted regular and prospective customers to demonstrate products, explain product features and solicit orders.
- Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
- Clarified customer requests, forwarded product information and answered questions to support sales operations.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Serviced existing accounts on regular basis to maximize revenue.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
- Networked at events and by phone to expand business profits and revenues.
- Used internal computer software programs to maintain company database with essential account and sales information.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
Parts Counter Sales Person
Discount Auto Parts
- Provided exceptional customer support to every guest to promote satisfaction and meet service guidelines.
- Stocked shelves, built displays and merchandised products enabling customers to find needed items and products.
- Completed sales documentation for customer and business records and provided receipts of purchase.
- Assisted customers with diagnosing problems and purchasing necessary replacements.
- Ordered parts from various distributors to fulfill demands.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Organized parts storage and stocked inventory according to established guidelines.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Maintained clean and neat parts counter and sales floor.
- Researched vehicles and parts via physical catalogs and electronic means.
- Diagnosed malfunctions after looking at damaged unit in depth.
- Recommended alternative parts if necessary and taught customers fundamentals of part modification and repair.
- Inspected parts for defects, removing damaged parts, and replacing with new ones.
- Adhered to company guidelines for performance and compliance.
- Handled all customer service issues quickly to maintain high satisfaction levels.
- Achieved exceptional reputation for quality service.
- Read and studied catalogs to identify new market parts and capitalize on emerging trends.
Education
Associate of Arts - Business
Valencia College
Orlando, FLSkills
- Project Planning
- Presentation Development
- Estimate Preparation
- Customer Relationship Management
- Schedule Coordination
- Vendor Selection
- Data Collection
- Document Analysis
- Project Management
- Proficient in Microsoft Excel, Power Point, Teams and Outlook
Certification
- I-CAR Platinum certification
- ASE P2 certification
- Dupont / Standox / Spies Hecker Refinishing Today certification
- Chief Advanced Frame Analysis, Damage Analysis and Advanced Steering and Suspension Analysis certifications
- Licensed Florida Insurance Adjuster (620 multi-line)
Boating, Cars, Outdoor Activities
I enjoy being on the water, especially fishing with family and friends. I have a passion for cars, especially older classic muscle and pro touring vehicles. I enjoy hiking with my wife and friends. I really enjoy being in the mountains and woods. I am an avid college football fan and frequently go see my team play in person.
Timeline
Direct Repair Program Team Manager
Liberty Mutual Group
10.2005 - 10.2022
Automotive Collision Damage Estimator
AutoNation
Field Appraiser (Auto Collision)
Liberty Mutual Group
Body Shop Foreman
AutoNation
Manager
Universal Auto Body
Body Shop Foreman
Colonial Auto Body
Automotive Refinish Technician
Colors On Parade Group
Wholesale Sales Representative
Jimmy Bryan Lexus
Parts Counter Sales Person
Discount Auto Parts
Associate of Arts - Business
Valencia College