Julie Moore

• I started training for the Warranty Administrator job in February of 2020. The current Administrator was set to retire in June and there was no one to take over the position, so I volunteered. It was not a pay raise but a new learning experience. I was happy to learn from Cynthia, who had been working there for nearly 30 years.
• February to June was a rigorous challenge, as I did my best to absorb 30 years of knowledge within 4 months. We even came in on Sundays just to work on submitting and correcting claims. My first year was shaky, the Warranty Dashboard often showed a mix of green and red, which was frustrating.
• The Warranty Dashboard is a "rolling six month" evaluation. I started to analyze my Warranty scores more and began to notice that I was consistently missing points in one category. This lead me to email a Ford rep, which then led to a conference call with the rep, another Warranty Admin - I didn't even know - and with their help I was able to start gaining EVERY point in the category I was missing. I went above and beyond to be able to get the right kind of help I needed and now we have been green nearly every MONTH this year.
• Warranty Accomplishments:
• Warranty Master Certification achieved in 2021
• Warranty Excellence is achieved when the Administrator receives a score of 60 points or higher for the Dealer Assessment Score (DAS)
• The DAS is broken down into six categories, totaling 100 points.
• Our DAS has been above 60 since 2/2022 and has not fallen below.
• Career Best DAS - 88 points achieved in May of 2022

At The Quick Lane, it was my job to provide accurate service to our customers' needs. We work on all makes and models and do a variety of different work. I am trained to prioritize customer's needs by safety first, and then detail maintenance needs. We offer repairs on everything from suspension, brakes, seals and gaskets to replacement of batteries, tires and fluid exchanges (trans, coolant, power steering and brake). It is also my job to assess what a customer is comfortable paying for an how to approach a customer while asking for a sale.

• Quicklane Achievements:
• In 2019 I was in Ford's top 10% of advisors in the nation for my excellent customer based service reviews.
• Achieved Employee of the Year in 2018 and 2019 - voted on by my peers.
• Promotion to "Assistant Manager" title - which did not exist before me.
• Quicklane Responsibilities:
• Cultivated a customer-focused environment by greeting and responding to all customers in a friendly manner.
• Asked open-ended questions to assess customer needs.
• Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Built long-term customer relationships and advised customers on purchases and promotions.
• Provided an elevated customer experience to generate a loyal clientele.
• Answered customer telephone calls promptly and in an appropriate manner.
• Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
• Developed and maintained long-term relationships with policyholders and small business entities.
  

• Once I was promoted to a permanent, full-time position at Atchinson Ford, I became the Customer Relations Advocate/Sync Specialist for the dealership. Every morning I would input the data from the previous days work orders. This would be done in an Excel spreadsheet and I would put all the customer information and what type of service they received in the excel sheet and then cold call each customer to survey them on how their visit went.
• I would call 50-75 people a day, this was This was our way to ensure that if there were any issues we could resolve them before our customer got a survey direct from Ford.
• After inputting all this data and calling all our customers for the day I would then move on to email surveys. Every customer that had an email on file would get an email survey rather than a phone call. I decorated the surveys differently every month. Created special Atchison logos in Paint for all holidays and even used those images on the monthly newsletter that I was also responsible for sending out to our customers every month. The monthly survey was sent out through a program called "constant contact" and I created lists for our newsletters and also was able to create "do not email" lists, which was very handy as well. It is important to respect our customers privacy and preferences.
• As the Sync Specialist, I would teach all of our new customers how to use the Sync program in their new Ford vehicle. This included creating and running my own training program for our customers. I even included my own customer user guide, designed by me, for all our customers who needed a little extra help. This training guide included how to connect your blue-tooth phone to your vehicle, how to change your temperature by voice activation and how to get directions to any location, hands-free.

I worked as the night time closing manager at Burger King. Working from 5pm to 3 or 4am most nights. After midnight there were only two people in the store at most times, which was challenging as I was used to have three people in a store, from Taco Bell. This change made me become even more of a team player and really helped with my management communication skills, one on one.

• Followed food safety procedures according to company policies and health and sanitation regulations.
• Maintained high standards of customer service during high-volume, fast-paced operations.
• Assembled food orders while maintaining appropriate portion control.
• Prepared all food orders within a 2-3 minute time frame.
• Verified that prepared food met all standards for quality and quantity.
• Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
• Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times.
• Stored food in designated containers and storage areas to prevent spoilage or cross-contamination.
• Nightly Inventory Counts
  

I first began working at Taco Bell as a crew member. I was taught cashiering first, then moved to food making. Within the first six months I was a Crew Leader, which meant that I was the person who was in charge of training all of our new hires. After a year as a Crew Leader I then became a Shift Leader, which is bottom tier management. As a Shift Leader my responsibilities included:

• Maintained high standards of customer service during high-volume, fast-paced operations.
• Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times.
• Prepared all food orders within a 2-3 minute time frame.
• Assembled food orders while maintaining appropriate portion control.
• Verified that prepared food met all standards for quality and quantity.
• Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures
• Practicing Food Safety, by ensuring I completed my Food Safety Checklist every shift. This is completed by taking various temperatures throughout the restaurant to ensure food safety. This also includes verifying delivery dates, expiration dates, and proper hold times on all foods in the restaurant.
• Two of my greatest accomplishments as a Shift Leader: I am proud to say that as a shift leader I never failed a single State Food Inspection or a company selected audit, which was called SteriTech.

After another year of being a shift leader, I was then offered an Assistant Manager position. As the Assistant I was responsible for all the previous duties as a Shift Leader, with these duties added:

• Nightly and Weekly Inventory Counts
• Weekly Schedules
• Hiring and Firing
• Training Schedules for New Hires
• Uniform Ordering
• Budget Processing/P&L
• In 2010 I was awarded Assistant Manager of the Year by my District Manager, I beat out all the other Assistant Managers in our area. I believe at the time there were 8-10 other people in the competition.
• After three years of being an Assistant Manager and moving to another store to help their crew, I was asked to take over the Canton store as General Manager.