John Mirabal

Responsible for hiring, developing and retaining top talent and identifying underperformers and managing them appropriately.

· Responsible for driving the team’s performance to ensure key performance indicators (KPI's) meet or exceed company goals including but not limited to Net Promoter Score, Time to Serve, job completion, customer conversion and quality metrics

· Analyzes and communicates associate and market performance to goals and focuses training and coaching on those who are underperforming.

· 40 direct reports currently

· Managed, created schedules and provided leadership for more than 35 employees.

· Ensures CICO is performed and processes and procedures are followed to ensure an accurate and well maintained store inventory.

· Responsible for capacity management and labor expense and maintains a flexible workforce so that retail labor can easily increase and decrease with customer demand.

· Oversees the development and management of the stores and market’s sales and profit budget.

· Oversees service delivery to ensure customers are quickly and properly taken care of and leave with a memorable service experience.

· Facilitating and overseeing training classes for all newly hired Technicians/Repair Specialists within the market

· Partnering with the Store Managers to ensure all are aware of their individual sales performance, store performance and market performance around the pertinent KPIs

· Ensuring MRM practices are adhered to

· Ensures all testing and certifications are current for all Technicians and Repair Specialists

· Reviewing warranties and ensuring practices (retraining, process improvements) are in place to prevent them from occurring in the future.

· Ensuring all safety practices are being followed and personal protection equipment is being worn to prevent injuries.

· Perform the scheduling and planning of activities for assigned technicians

· Train Technicians, Mobile Pro's, and Repair Medics on installation techniques and procedures as needed

· Communicates with CSR's to handle significant issues, and to coordinate effective and consistent communications between technicians and CSR's to resolve all and any customer concerns

· Ensured daily work orders are set up, and vehicles are loaded, checked, and in transit in a timely manner

· Review Warranty claims to determine the route cause and take appropriate steps to resolve the issue

· Installed auto glass and other Safelite Group products in store or on a mobile basis

· Followed approved methods using the proper tools and techniques to ensure efficient, timely, and quality installation service for Safelite Group customers

· Ensured that all equipment, materials, and areas of operation conform to health and safety regulations and requirements

· Maintained clean working area.

· Maintained working knowledge of MRM and utilizes MRM system to track installations and to communicate with dispatch, management, customers, or other work related individuals

· Remained available for contact during working hours

· Utilized MRM functions to accurately quote prices for customers and invoicing

· Maintained accurate and complete work records

· Ensured required paperwork is completed and turned in to the appropriate person or location

· Maintained an acceptable driving record in accordance with company policy

· Performed auto glass repairs

· Perform static & dynamic calibrations

· Oversees the day to day operation of the sales and store operations within the Super Center including open and closing procedures, performing the CICO procedures, providing high levels of customer service.

· Responsible for the hiring, development, engagement and retention of a high performing customer facing team.

· 23 direct reports-, 7 Store managers, 16 mobile pro sales specialist

· In conjunction with the Training & Managing works to ensure that every mobile pro sales installation specialist is certified through training, re-training and coaching that all are performing a quality install on every job and developing new commercial sales relationships.

· Responds quickly to customer complaints/ commercial and retail

· Communicates and posts associate performance to goals by hosting weekly conference calls

· Accountable for ensuring fleet and store assets are accounted for and well maintained.

· Maintains a flexible workforce so that retail labor can easily increase and decrease with customer demand.

· Communicates and ensures compliance to company policies, programs and change initiatives.

· Communicates with the team to keep them abreast of the latest information on new products and services, standards, scheduling and systems.