Kimberly Metz

• Executed daily duties with precision, contributing to overall operational success.
• Identified customer needs quickly and delivered timely assistance.
• Provided friendly, knowledgeable support to resolve customer concerns and improve satisfaction.
• Streamlined task organization and prioritization to ensure timely achievement of service goals.
• Collaborated with cross-functional teams to achieve project objectives to support shared goals.
• Provided guidance to colleagues, fostering a collaborative and supportive work environment.

I began here at Progressive in April of 2024, and served in my role as a Claims Adjuster Generalist for just about 9 months. I found the position to be fast paced, challenging, and exciting. Every day as a GCA I learned something new, or was introduced to a new situation where I had to apply critical thinking, and adapt my current knowledge to situational needs. I greatly look forward to experiencing new positions within the company.

• Reviewed and evaluated claims to ensure fair and timely settlements.
• Reviewed accident reports, photos, and statements to assess claim validity.
• Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
• Conducted witness interviews to assist claim information gathering process.
• Interpreted policy language to clarify coverage for insureds across multiple lines of business.
• Coordinated inspections, repairs, and supplements with approved service partners.
• Explained coverage decisions and next steps to policyholders clearly.
• Reviewed medical records, police reports and other documents related to claim investigations.

• Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices.
• Established and enforced business policies ensuring consistency and high-quality standards across operations.
• Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
• Enhanced operational efficiency and productivity by managing budgets, accounts and fleet maintenance.
• Established and administered the annual budget with effective controls to prevent overages, minimize the burn rate and support sustainability objectives.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Devised and monitored processes enhancing long-term business success and increasing profit levels.
• Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions.
• Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
• Maintained updated and detailed records of calls in physical and electronic database.
• Generated consistent referrals and repeat business by providing friendly and fast service.
• Updated personal logs and business tracking documents accurately and according to schedule requirements.
• Upheld high standards of professionalism and discretion when working with high-value clients.
• Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions.
• Directed all dispatching, routing and tracking of 22 fleet vehicles.
• Closely monitored dispatch board to triage and prioritize over 1000 daily calls during peak seasons and Holidays.
• Assisted passengers with entering and exiting vehicles safely; and securely stowed baggage to minimize damage risk.
• Coordinated routes to minimize delays and optimize schedules for improved operational efficiency.
• Applied performance data to evaluate and improve operations, targeted current business conditions and forecast needs.
• Applied human resources expertise to optimize hiring, training and performance.

• At ACE Jiffy Lube, I began in August of 2020 as a Service Advisor. Having a strong customer service background, as well as a strong sales background, this position was incredibly comfortable. In only months I was consistently performing well above the required minimums, and far exceeding most other service advisors in the company. Every period I was within the top 5 Service Advisors in the company of 67 stores, and surpassed our KPIs on every level from sales, to OSAT, product knowledge, and floor operations. Within just months of my hire date I was promoted first to third key, several months after that to assistant store manager, then on to training as a store manager, and finally promoted to Sales Manager of the Myrtle Beach Zone (Seven stores in total, and a position the company created for me specifically) all within less than two years. In my time here I have taken great pleasure in growing the business, the teams in every store, the client base and fleet relations, and of course helping to create not just a good working environment, but truly a culture. In my time here I have also been delighted to further my own knowledge, and delve into the world of mechanics. While running the single busiest store in the zone, I have had to balance the daily operations of a 50 to 60 car count a day store, while hiring and training service advisors zone wide, inventory, ordering, fleet services, floor operations, the vast majority of Service Reviews at my location, and computer based training for my crew of 14, all while completing my own training and beginning my personal journey into ASE Certifications. After serving as a Store manager for just shy of a year, a position was created for me within ACE and I became the first Zone Sales Trainer for the Company and broke ground on all other zones having a Leading Sales Trainer.
• Directed zone sales strategy across Jiffy Lube service centers.
• Guided and trained managers on effective customer service techniques, enhancing team performance and sales.
• Monitored sales reports and analyzed service trends across locations to identify improvement opportunities.
• Supported hiring, training, and scheduling for center leadership teams.
• Collaborated with district leaders on marketing and local promotions.
• Addressed customer concerns by facilitating timely resolutions to service issues and escalated service issues for centers.
• Evaluated service bays, inventory, and workflow across Jiffy Lube locations.
• Determined customer requirements through surveys and interviews before introducing products and services.
• Coordinated with vendors for product delivery, pricing negotiations and order placement.
• Monitored competitors' activities in the region to stay ahead in terms of product offerings and services.
• Recruited, trained and supervised a team of Sales Representatives in the zone.
• Collaborated with internal teams such as marketing, operations and finance departments for successful implementation of projects.
• Analyzed market trends, competitor activities, customer feedback and other data to identify areas of improvement.
• Developed and implemented strategies to maximize sales growth and profit margins.
• Developed relationships with key clients through frequent communication and visits.
• Generated weekly and monthly sales performance reports for senior management, facilitating informed decision-making.
• Managed, monitored and evaluated the performance of sales staff in a designated zone.
• Resolved customer complaints regarding sales and service.
• Coached, developed and motivated a team to achieve revenue goals.

• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Up-sold and cross-sold products effectively, driving sales and increasing revenue.
• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
• Created brand awareness and positive product impressions, contributing to increased sales.
• Provided excellent customer service to cultivate loyalty and satisfaction.
• Welcomed customers upon entry to provide a friendly shopping experience. Entered the store and promoted sales or special programs.
• Skilled using a cash register including processing sales discounts and refunds.
• Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders and pricing needs.
• Supported efficient and timely replenishment of sales floor merchandise.
• Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
• Trained in loss prevention, visual merchandising and general sales skills.
• Completed setup, breakdown and product preparation for promotional displays and in-store demonstrations.

• Curated and presented portfolios of artistic work to effectively showcase styles and capabilities to potential customers.
• Collaborated with clients to explore commission ideas and style preferences, establishing clear project parameters aligned with client vision.
• Met with customers and clients to determine project needs and prepare proposals, including creating production schedules, scopes of work and budgets.
• Interfaced with art director, designer, production manager and print producer.
• Researched industry trends and evaluated competitive products.
• Monitored social media and online sources for industry trends.
• Communicated with customers, management, and sales team to identify customer needs and propose tailored solutions.
• Offered each customer top-notch, personal service and polite support to boost add on sales and overall customer satisfaction.
• Traveled to store locations to review product mix, obtain feedback and share information.
• Completed efficient showroom resets to prepare the store for special promotions and seasonal updates.
• Ordered and maintained adequate supply of materials, supplies and equipment.
• Processed requests for environmental and art level creation.
• Fostered highly communicative, collaborative a team culture on all visual product projects.
• Preserved branding standards for assigned accounts.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.

• Delivered continuous focus and attention to lodged animals, promoting a high level of care and oversight.
• Consulted with customers to identify needs and recommend tailored pet care solutions.
• Stayed current with market trends to determine optimal pricing of goods and services and capitalize on emerging opportunities.
• Conducted target market research to scope out industry competition and identify advantageous trends.
• Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
• Established and managed the annual budget with controls to prevent overages, reduce burn rate, and support sustainability goals.
• Developed key operational initiatives to drive and maintain substantial business growth.

• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
• Developed and implemented plans to maximize sales and meet or exceed goals and objectives.
• Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
• Identified and addressed performance gaps through coaching and supervision of eight to ten subordinates.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
• Coached eight to ten sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings.
• Cultivated rapport with employees to enhance morale and support retention efforts.
• Established and optimized schedules to keep coverage and service in line with forecasted demands.
• Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
• Trained team members on successful strategies to meet operational and sales targets.
• Eased team transitions and new employee orientation through effective training and development.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Worked actively with the management team to create daily and weekly sales plans based on sales trends.
• Partnered with a merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
• Rotated merchandise and displays to feature new products and promotions.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Managed overstocking, restocking and inventory control procedures during every shift.
• Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
• Developed visual merchandising strategies to enhance store appeal and attract customers, based on market trends.
• Assisted in recruiting, hiring and training of team members.
• Worked with various departments to align branding with corporate standards and strategies.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Surpassed customer expectations by delivering exceptional service. by finding creative solutions to problems.
• Recognized by management for providing exceptional customer service.
• Addressed customer requests and inquiries to enhance overall satisfaction.
• Identify the needs of customers promptly and efficiently.
• Collaborated with diverse coworkers to achieve shared goals and resolve product and service-related issues.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.