Kathy Gerak
Old Bridge,NJ
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Practice Manager
Integrative Journey Modern Psychotherapy
01.2024 - Current
- Verify Clients insurance
- Ensure HIPPA compliance
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Oversaw the hiring process for Therapists who aligned with the practice''s mission and values.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
Mechanical Manager
CarMax
01.2022 - 02.2024
- Lead a team of 25+ associates by providing direction and motivation to successfully achieve daily and weekly targets
- Collaborated with other departments to align goals and ensure seamless operations across the organization.
- Conducted root cause analysis for recurring issues, resolving underlying problems and preventing future occurrences.
- Established safety protocols for all team members, reducing workplace accidents and maintaining a safe work environment.
- Streamline the onboarding process for new hires, including scheduling and orientation
- Ensure the stores adhere to OSHA standards, support OSHA investigations, train and coach associates on Asset Protection programs, and monitor overall store safety
- Create and execute a recruiting strategy, which results in a top-tier, qualified talent pool of professionals and a strong candidate pipeline in meeting business target
- Resolve, customer and associate concerns
- Performed weekly and quarterly, environmental health and safety audit.
- Reduced waste and material costs by optimizing resource allocation and inventory management.
Technician Production Manager
CarMax
01.2018 - 01.2022
- Led a successful team of 25 Associates
- Drives team and store performance with a focus on meeting customer needs and all department metric goals
- Reviewed all reporting and created action plans to drive improvements, including lowering the cost of repairs, reducing repair time, and improving the quality of repairs
- Provided exceptional customer service to both internal vendors and external customers
- Improved customer satisfaction score from 38 to 50 over the last 90 days
- Delivered training to cosmetic and technical production managers (4 to date), improving staffing levels, bolstering capabilities, and driving achievement of all daily and weekly goals
- Oversaw staffing initiatives to ensure that all positions are regularly filled
- This includes reviewing applications on a daily basis, conducting interviews, and making offers to qualified candidates
- Engaged in recruitment process management such as Staff hiring and onboarding, salary negotiation, and closing to ensure the successful placement of candidates
- Established metrics and systems to assess the effectiveness and impact of employee relations initiatives, allowing for continuous improvement and adjustment of strategies as needed
- Controlled the flow of vehicles through the shop, keeping daily operations on track
- Participated in training process initiatives, ensuring all systems are in compliance
- Performed all asset protection and environmental health and safety (EH&S) responsibilities
- Promoted a service-oriented culture, leading team to attain the highest rating ("successful") on customer surveys measuring completion of repairs, and ensuring customer satisfaction
Cosmetic Manager
CarMax
01.2016 - 01.2018
- Managed and motivated a team of 15 associates, inspecting cosmetic repairs and ensuring all finished vehicles met CarMax cosmetic quality standards and customer expectations
- Achieved daily and weekly production targets in each cosmetic work zone
- Reviewed applications of prospective candidates, conducted interviews, and made job offers, maintaining a high-performance workforce that could consistently meet business needs
- Performed all asset protection and EH&S responsibilities expected in the role
- Drove positive associate engagement, improving the department's yearly associate survey by ensuring all associates' opinions were heard and followed up on
- Led team to improve the store's quality score from "Inconsistent" at 45 to "Successful" at 70.
Service Advisor
CarMax
01.2014 - 01.2016
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
Retail Car Parts Sales
PEPBOYS
01.2013 - 01.2014
- Communicated with all store associates, management, and customers to drive sales goals for the service center operation
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Monitored shop productivity, workflow, and procedures
- Ensure all positions are properly staffed.
Service Advisor
CarMax
01.2012 - 01.2013
- Attended to customer needs, including creating repair orders, documenting customer concerns, and obtaining estimates for extended service policies
- Delivered training support to service operators, providing instruction on how to properly respond to customer inquiries and address questions related to repair costs/timelines
- Communicated with customers on a daily basis, providing details on vehicle repairs, costs, and prospective timelines
- Sustained a "successful" rating in online customer surveys that measured clarity of communication, understanding of customer needs, and the overall customer experience.
Education
High School Diploma -
Sayreville High School
Sayreville, NJSkills
- Operations Management
- Scheduling and Planning
- Customer Issue Resolution
- Employee Relations and Retention
- Customer Service/Customer Satisfaction
- Continuous Improvement
- Practice Management
- Performance Metrics
- HIPAA Guidelines
- Staffing and Recruitment
- Candidate Sourcing and Interviewing
- Communication
- Quality Control/Assurance
- Teamwork
- Performance Management
- Environmental Health and Safety
- Leadership
- Targets/Goals Attainment
- Training, Coaching, & Mentoring
- Complex Problem Solving
kgerak001@gmail.com
Timeline
Practice Manager
Integrative Journey Modern Psychotherapy
01.2024 - Current
Mechanical Manager
CarMax
01.2022 - 02.2024
Technician Production Manager
CarMax
01.2018 - 01.2022
Cosmetic Manager
CarMax
01.2016 - 01.2018
Service Advisor
CarMax
01.2014 - 01.2016
Retail Car Parts Sales
PEPBOYS
01.2013 - 01.2014
Service Advisor
CarMax
01.2012 - 01.2013
High School Diploma -
Sayreville High School
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