John Cakanic
Lodi,WI
Summary
Accomplished leader with a proven track record at Safelite Auto Glass, adept in store operations and customer service excellence. Elevated a low-performing store to Bronze COE status with 92% engagement, showcasing exceptional team leadership and coaching skills. Expert in P+L management and efficiency optimization, significantly increasing productivity and sales.
Proven track record in leading store operations and driving sales growth. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability to changing needs. Expertise in inventory management, customer service, and staff training, coupled with excellent problem-solving and communication skills. Enthusiastic about creating positive shopping experience and optimizing store performance.
Overview
20
20
years of professional experience
Work History
Store Manager 1
Safelite Auto Glass
04.2023 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- 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.
- Assisted with hiring, training and mentoring new technicians.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Completed point of sale opening and closing procedures.
- Mentor new hires during their onboarding process, ensuring they were well-equipped to excel in their roles.
- Took over a low performing store in multiple KPI's and Engagement, currently acheiving Bronze COE status, and latest engagement survey scores were 92% engagement/100% accountability.
- Made many positive improvements in store culture and continuing to build a cohesive team by utilizing teamwork and experience from multiple techs and personal experience.
- Assist DM by mentoring new Store Managers in many aspects of store level operations.
- Currently OPTI Champion for the WI South district. coach multiple store managers in multiple districts on the workings and nuances of OPTI FIT.
Store Manager
Safelite Auto Glass
02.2017 - 04.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- 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.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Completed point of sale opening and closing procedures.
- Mentor new hires during their onboarding process, ensuring they were well-equipped to excel in their role.
- Took over a former Mobile Pro location, transitioned into permanent location.
- Increased sales and market share in the store's service area. Store achieved $1m in sales in first year of permanent location, to $2.7m in 2022
- Achieved COE status for 6 consecutive years.
- Led store to achieve #2 Mid Size store in the West Zone in 2022, top 15 nationally
Parts and Service Director
NESS Automotive
02.2016 - 02.2017
- Evaluated employee performance through ongoing feedback, annual appraisals, and goal-setting discussions.
- Developed strong relationships with suppliers, resulting in cost savings and improved customer turnaround time.
- Managed warranty claims efficiently to ensure timely resolution and customer satisfaction.
- Conducted regular staff meetings to foster open communication, teamwork, and problem-solving among employees.
- Optimized service scheduling processes, resulting in reduced wait times for customers needing repairs or maintenance work.
- Led a team of technicians to enhance overall productivity and maintain high-quality service standards.
- Streamlined repair ticket processing—improving turnaround time on completed jobs and enhancing overall customer experience.
Auto Glass Technician
Safelite Auto Glass
08.2008 - 09.2016
- Provided same level of care and attention to all customers, no matter vehicle value.
- Maintained high-quality workmanship by adhering to industry standards and best practices in all tasks performed.
- Developed lasting client relationships by delivering exceptional service and follow-up care.
- Consistent, top performing technician in the Milwaukee District (now WI South/WI North). Consistently in the top 5 based on technician scorecard (out of roughly 100 techs)
- #1 technician in Midwest Region in 2015
- Maintained high KPI standards, Strong survey return rates, Minimal quality issues, and high productivity.
- Kept tools and equipment in optimal working condition, ensuring consistent performance on each job.
Service Manager
NESS Automotive
07.2006 - 03.2008
- 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.
Auto Center Manager
Sears Auto Center
03.2005 - 07.2006
- Streamlined auto center operations for increased productivity by optimizing scheduling and workflow.
- Oversaw the hiring process for new team members, ensuring alignment with company values and skill requirements for each role.
- Improved customer satisfaction by implementing efficient service processes and maintaining a high level of employee training.
- Resolved customer complaints promptly and professionally to maintain a high level of customer satisfaction and repeat business.
- Maintained accurate records of all repairs performed at the auto center, ensuring proper documentation for warranty claims or future reference purposes when needed.
- Implemented inventory management systems to reduce waste and optimize parts utilization for improved profitability.
Education
No Degree - Education Major/History Minor
Gogebic Community College
Ironwood, MISkills
- Customer service
- Store operations
- Training and mentoring
- Team leadership
- Outstanding communication skills
- Team leadership and coaching
- Recruitment and hiring
- Goals and performance
- In depth knowledge of PL statements
- High proficiency in increasing productivity through efficiency
Timeline
Store Manager 1
Safelite Auto Glass
04.2023 - Current
Store Manager
Safelite Auto Glass
02.2017 - 04.2023
Parts and Service Director
NESS Automotive
02.2016 - 02.2017
Auto Glass Technician
Safelite Auto Glass
08.2008 - 09.2016
Service Manager
NESS Automotive
07.2006 - 03.2008
Auto Center Manager
Sears Auto Center
03.2005 - 07.2006
No Degree - Education Major/History Minor
Gogebic Community College