Hans Ostendorf
Fredericksburg,TX
Summary
US Army Veteran 1989-1994 Honorably Discharged
I am very motivated to do a great job, and be proud of my work. I do not panic under pressure and I will always find a way to solve a problem. I love customer interaction and animals. I am always on time and if so I am willing to work past closing. I understand my role as an employee and will do everything I can to ensure the business is looked at in an extremely positive light.
Overview
24
24
years of professional experience
Work History
Personal Lines Producer
Jeff Longino Agency
06.2023 - Current
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Streamlined the quoting process by implementing efficient workflows and utilizing up-to-date software tools.
- Collaborated closely with underwriters to negotiate competitive coverage options for clients, ensuring their unique risks were addressed.
- Stayed current on industry trends and regulations, enabling informed discussions with clients regarding their insurance needs.
- Improved policy retention rates through consistent follow-ups and proactive customer service.
- Facilitated smooth policy transitions for clients during life events such as marriage, home purchases, or career changes by providing timely guidance on coverage adjustments.
- Maintained a high level of expertise in personal lines insurance products through regular training sessions and industry certifications, ensuring accurate representation of policy offerings to clients.
- Assisted clients in navigating complex insurance policies, simplifying the decision-making process for them.
Parts Manager
Bob Price Chevrolet
09.2020 - 03.2022
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
- Managed warranty claims efficiently by working closely with manufacturers to resolve issues promptly while minimizing financial losses to the company.
- Increased efficiency in the parts department by implementing an improved inventory management system.
- Collaborated with service managers to ensure timely completion of repairs and maintenance, increasing overall customer satisfaction.
- Provided excellent customer service by assisting customers with locating specific parts or guiding them through the ordering process.
- Monitored and evaluated supplier performance to maintain quality of parts.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Streamlined the ordering process for faster and more accurate deliveries, resulting in higher customer satisfaction.
- Identified areas of inefficiency within the department and developed targeted solutions to address these issues, resulting in cost savings and improved processes.
- Provided timely, insightful and accurate reports to upper management.
- Implemented quality control measures for incoming parts to reduce return rates and improve overall product quality.
- Developed strong relationships with suppliers to negotiate better pricing, ultimately reducing costs for the company.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Established effective communication channels with other departments to streamline processes and improve interdepartmental collaboration.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
Auto Parts Counterperson
Herbort Auto Supply
07.2014 - 09.2020
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Resolved customer complaints professionally by addressing concerns promptly and offering satisfactory solutions where possible.
- Increased customer satisfaction by providing prompt and accurate information on auto parts availability and compatibility.
- Utilized company software to process transactions accurately, track inventory levels, and generate sales reports as needed.
- Provided expert advice on product features, installation procedures, and maintenance recommendations for customers.
- Assisted management in identifying opportunities for cost reduction or process improvement initiatives within the department.
- Stayed up-to-date on industry trends, advancements in technology, and new products entering the market to better serve customers.
- Successfully upsold additional products or services when appropriate by demonstrating their benefits to the customer''s specific needs.
- Ensured compliance with company policies and industry regulations regarding the sale, storage, and handling of auto parts.
- Established trust with customers through honest assessments of their vehicle problems and recommending appropriate solutions.
- Participated in ongoing training sessions, enhancing knowledge of auto parts specifications and applications in various automotive systems.
- Managed customer orders from initial inquiry through delivery, ensuring a seamless purchasing experience for clients.
- Contributed to a positive work environment by fostering teamwork, assisting colleagues with tasks when needed, and maintaining open lines of communication with supervisors.
Service Manager
Immel Motors
09.2008 - 07.2014
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Maintained records of service transactions and customer feedback for future reference.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
Service Manager
Allen Samuels Dodge Chrysler Jeep
03.2000 - 09.2008
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Maintained records of service transactions and customer feedback for future reference.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
Dickinson High School
Dickinson, TX05.1989
Skills
- Policy analysis
- Industry Awareness
- Cross-selling techniques
- Customer Service
- Licensed Insurance Agent
- Customer Retention
- Customer Needs Assessment
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Payment Processing
- Client Relations
- Professional telephone demeanor
- Scheduling
- Microsoft Outlook
- Follow-up skills
- Paperwork Processing
- Appointment Scheduling
- Documentation
- Data Collection
- Prioritization
- Store maintenance
Languages
Spanish
Limited Working
Timeline
Personal Lines Producer
Jeff Longino Agency
06.2023 - Current
Parts Manager
Bob Price Chevrolet
09.2020 - 03.2022
Auto Parts Counterperson
Herbort Auto Supply
07.2014 - 09.2020
Service Manager
Immel Motors
09.2008 - 07.2014
Service Manager
Allen Samuels Dodge Chrysler Jeep
03.2000 - 09.2008
High School Diploma -
Dickinson High School
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