Frank Johnston
Temple
Summary
Results-driven Managed Repair Representative with expertise in claims processing and repair planning. Proven track record in implementing process improvements that enhance service delivery and customer satisfaction.
Dynamic professional with over 20 years of experience in the auto repair industry. Skilled in negotiation and teamwork, consistently achieving operational efficiencies and high customer satisfaction through effective claims management and repair coordination.
Overview
12
12
years of professional experience
Work History
Managed Repair Representative
Progressive
Austin, TX
06.2018 - Current
- Coordinated repair processes to ensure timely resolution of customer claims
- Completed repair estimates for accuracy and compliance with company standards
- Implemented process improvements that streamlined operations and reduced turnaround time
- Conducted regular audits of repair workflows to identify areas for efficiency gains
- Analyzed customer feedback to drive enhancements in service delivery and repair management
- Liaised with repair facilities to enhance service quality and customer satisfaction
- Mentored junior representatives on best practices for claims handling
- Bolstered client trust by providing regular updates on repair progress and addressing any concerns or questions promptly.
- Maintained an up-to-date knowledge of industry trends, regulations, and best practices in managed repairs to ensure ongoing excellence in service delivery.
- Established strong relationships with a network of reliable body shops, ensuring timely completion of repairs and quality workmanship.
- Collaborated with other departments such as claims, underwriting, and legal teams to ensure seamless coordination during the entire repair process.
- Improved customer satisfaction by efficiently managing repair claims and coordinating with contractors.
Blue Printer
Paceline Collision Center
Killeen, TX
02.2018 - 06.2018
- Accurately completed comprehensive damage estimates on customer's vehicles.
- Managed the repair of vehicles to ensure quality of repairs and in a timely manner.
- Accurately completed estimates for numerous insurance partners using client matrix.
- Inspected finished products for quality assurance, ensuring compliance with client standards.
- Improved customer satisfaction by delivering high-quality repairs within tight deadlines.
- Consistently met strict quality assurance standards through rigorous inspection of completed work, ensuring customer satisfaction and repeat business.
Production Manager
Caliber Collision
Texas
03.2014 - 08.2017
- Held numerous positions with Caliber. Started as an estimator and was hired on for the inaugural Integration Training Team.
- Responsible for turning recently acquired collision centers in to fully operational Calibers.
- Oversaw daily production operations ensuring adherence to safety and quality standards.
- Developed and implemented process improvements enhancing workflow efficiency across teams.
- Trained and mentored staff on best practices in collision repair techniques and equipment usage.
- Analyzed production metrics to identify areas for operational enhancements and cost reduction.
- Conducted performance evaluations, providing constructive feedback to team members for skill development.
- Led initiatives to improve customer satisfaction through timely project completions and quality assurance measures.
- Resolved issues quickly to maintain productivity goals.
- Fostered a culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures.
- Reviewed work for quality and compliance with company standards and design specifications.
- Delivered direct feedback to senior management regarding project visibility and status.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Developed a comprehensive training program for new hires, resulting in higher employee retention rates and faster integration into the team.
- Mentored junior staff members on best practices in production management, cultivating a skilled workforce capable of tackling complex challenges.
Education
GED -
Belton High School
Belton, TXSkills
- Customer service focus
- Professionalism and ethics
- Strong negotiation
- Industry awareness
- Technical aptitude
- Auto body repair
- Insurance procedures
- Claims processing
- Vehicle inspection
- Damage assessment
- Repair planning
- Teamwork and collaboration
Timeline
Managed Repair Representative
Progressive
06.2018 - Current
Blue Printer
Paceline Collision Center
02.2018 - 06.2018
Production Manager
Caliber Collision
03.2014 - 08.2017
GED -
Belton High School