Kelli Hodge

Prioritize and assign work to meet customers’ needs. Control repair, inventory, and labor costs. Monitor technician work levels. Facility management, assuring a clean and safe working environment. Ensure quality, compliance, and safety of Penske’s assets. Involved in the hiring, training, and ongoing development of technicians.

Prior role at Penske as the Parts Manger from 2017-2021: Responsible for inventory control and keeping accurate inventory levels by having a well organized parts department. Procured parts for service department needs as well as for customers. Managed the tire and parts inventory for the assigned locations. Performed all the purchasing (except office supplies). Processed and managed receipts, payables, and invoices from suppliers.

Responded to emergency calls from citizens by answering 9-1-1 and Crime Check telephones lines. Answered emergency and non-emergency calls and determined the proper course of action based upon established polices, procedures, and guidelines for specific calls and situations. Processed citizen's calls for law enforcement, fire, and medical aid services in an accurate and timely manner. Completed reports and other miscellaneous documentation as required. Operated a TDD/TTY for hearing/speech impaired callers.

Provided excellent customer service by answering wholesale customers' questions about prices, availability, and product uses. Prepared and submitted customers orders for processing. Helped customers select products based on the customers' needs, product specifications, and regulations. Advised customers on substitution or modification of parts when identical replacements are not available. Routinely called established accounts to generate sales. Made cold sales calls to potential new customers. Assisted customers, such as responding to customer complaints, shipping questions or problems and updating them about back-ordered parts.

Reviewed and administratively set-up auto property claims. Communicated with policyholders, witnesses, and claimants in order to gather information regarding claims. Determined liability. Explained the facts and logic behind decisions in a way that the customer understands, even if they do not agree with the decision. Documented damages associated with claims and processed claim settlements within assigned authority limits. Use organizational skills to manage competing demands while performing administrative tasks. Composed clear, concise reports. Took recorded statements from involved parties using language translator when necessary.

Patrolled designated districts in a patrol car. Responded quickly to dispatch and took appropriated action at crime scenes. Gathered preliminary investigation information as a first responder to crime scenes Identified, pursued and arrested suspects and perpetrators of criminal acts. Wrote reports on arrests made, activities performed and unusual incidents observed. Photographed and logged crime scenes. Collected and processed evidence from crimes Issued citations or warnings to violators of motor vehicle ordinances. Responded to and investigated security and burglar alarms

Managed a wide variety of customer service and administrative tasks. Worked with installer(wholesale) customers providing superior customer service. Coordinated and routed delivery drivers.
Ensured delivery vehicles were serviced and maintained. Assumed shift management responsibilities in the absence of the manager on duty. Oversaw employees on cash refunds, credits, warranties and other internal procedures for accuracy and accountability. Trained new employees on customer service policies. Trained and coached fellow team members to ensure customers were receiving exceptional customer service. Verified and secured money and deposits according to policy Reconciled shipping and receiving merchandise orders. Processed warranty parts.