Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kirk Gross

Little Elm,TX

Summary

Results-oriented, customer service professional with 20 years of experience and in-depth knowledge in sales, service, account management and training. Skilled in business development, marketing, strategic planning, client relationship management and process improvement. Skillfully direct maintenance operations, coordinate customer interactions, monitor operation costs, track revenue and set the tone for service standards. Committed to motivating staff and ensuring maximum efficiency through strong leadership and effective communications in fast-paced environments. 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

13
13
years of professional experience
1
1
Certification

Work History

General Manager

Advantage Remodeling And Roofing
09.2022 - Current
  • Manage multiple business and residential construction and remodeling projects from start to finish for local roofing and remodeling company.
  • Key liaison between clients and subcontractors, reviewing project costs and planning day-to-day project processes.
  • Provide written proposals and project cost estimates to homeowners and business owners.
  • Conduct roof and building inspections (both drone and walking)
  • Manage construction workers and subcontractors, perform routine inspections on-site, and provide guidance to ensure high-quality finished projects.
  • Evaluate subcontractor progress according to deadlines and performance goals to ensure timely completion of construction projects that meet quality standards.
  • Incorporate client feedback during building process and help construction crew and subcontractors execute change orders.
  • Verify completed projects meet approved time, quality, and cost estimates.
  • Negotiate contracts with suppliers and subcontractors to confirm fair pricing and quality service.
  • Perform regular job site observations to provide direction for general contractor personnel and subcontractor laborers.

Field Manager

American DJ Company
03.2021 - 09.2022
  • Developed and coordinated after-school DJ programs and activities across DFW metroplex.
  • Managed team of 8-10 professional DJs teaching DJ classes to elementary schools from Houston to McKinney.
  • Led classes teaching 8-12 year olds how to DJ using professional equipment and teaching fundamentals of DJ industry and how to succeed.
  • Delivered instruction in mixing and scratching on turntables using proprietary curriculum and specific methodology.
  • Established positive, stimulating learning environment for students and exciting education-focused setting for DJ instructors.
  • Communicated with parents, staff and teachers regarding children or program issues.
  • Created interesting and educational lesson plans and implemented activities while engaging with children.
  • Demonstrated understanding of DJ Mixing, Scratching, or Music Production concepts and communicated those concepts to students effectively.
  • Evaluated and revised lesson plans and course content to achieve student-centered learning.

Central Route Dispatcher

SafetyKleen
01.2019 - 03.2020
  • Planned, managed, created and maintained service routes for 40 vacuum trucks, oil trucks and box trucks that service customers in California and Nevada
  • Built and maintained relationships with customers at SafetyKleen branches throughout country
  • Coordinated incoming customer requests and dispatched vehicles and equipment to provide excellent and on-time customer service
  • First and single Point of Contact for offsite branch managers and staff, coordinated order changes, product spills and transit delays
  • Dealt with constant change and balancing responses to multiple simultaneously occurring issues
  • Participated and provided input in national weekly meetings and conference calls
  • Maximized company asset utilization in equipment
  • Presented safety bulletins and updates at weekly department meetings.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.

Service Manager

Freedom PowerSports
09.2017 - 10.2018
  • Partnered with General Manager to ensure seamless operation of high-volume powersports shop.
  • Supervised 4 technicians, 3 service advisors and 1 porter and scheduled repairs on motorcycles, ATVs, UTVs and personal watercraft.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Ensured technicians kept their skills up-to-date through periodic technical training.
  • Maintained records of service transactions and customer feedback for future reference.
  • Created and maintained service price list and profitability of service department.
  • Created and analyzed financial reports to track department progress and profitability.
  • Strong product knowledge to answer questions regarding customer's motorcycle/vehicle.
  • Served as shop liaison with factory representatives.
  • Addressed employee issues, including disciplinary action and termination.
  • Processed payroll.
  • Established team priorities, maintained schedules and monitored performance.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Parts & Service Advisor

DFW Honda PowerSports
02.2017 - 09.2017
  • Provided customer service to powersports enthusiasts in Dallas/Fort Worth Metroplex.
  • Scheduled service appointments and created repair orders.
  • Diagnosed customer problems accurately, and clearly describe them on repair order.
  • Performed visual walk-around inspection and recorded customer concerns.
  • Provided customers with estimates for parts, service work and accessory installation with completion times.
  • Assigned jobs to technicians based on skill level and current resource utilization.
  • Provided customers with regular updates including changes, delays or additional work required.
  • Coordinated with Parts Department to ensure service and recall parts were on hand for scheduled repairs.
  • Managed manufacturer warranty repairs, claims, recalls and extended service contracts.
  • Conducted physical inventory counts, received deliveries and input product into inventory.
  • Created estimates for internal and wreck repairs.
  • Opened & closed all customer paid, warranty, and internal repair orders.
  • Maintained high customer satisfaction standards to meet or exceed targets.

Service Advisor

Huggins Honda
03.2015 - 02.2017
  • Provided service to Honda customers needing vehicle service/repairs.
  • Advised customers on care and value of maintaining their vehicles in accordance with manufacturers' specifications.
  • Generated and provided customer with complete and accurate estimate of repairs.
  • Answered incoming service calls; maintained and scheduled service appointments.
  • Advised customers of estimated service/repair costs and anticipated completion times.
  • Discussed customer preferences, questions, and concerns to provide optimal service.
  • Outlined service options and benefits in easy to understand manner.
  • Wrote service orders and explained fee structures.
  • Followed prescribed procedures for customer post follow-up resulting in return visits, increased sales and admirable CSI (Customer Satisfaction Index).
  • Conducted business in honest manner that maintained manufacturer CSI at or above Huggins Honda specified goal(s) in service for district, regional and national scores.
  • Educated customers regarding regular maintenance protocols to preserve vehicle condition

Director of Internet Sales/State Inspector

Stadium Yamaha
07.2010 - 02.2015
  • Retailed powersports parts and accessories via company website, telephone, email, and counter sales.
  • Provided excellent customer service and built lasting relationships with clients in person and on phone.
  • Maintained company website, email and mailing list and mailed coupons and emails to customers.
  • Managed account receivables and collections, resolved all customer complaints, invoice, and shipping issues.
  • Created, processed and submitted daily purchase orders.
  • Built Internet based advertisements for new and used Motorcycle, ATV, and UTV sales.
  • Performed state motorcycle safety inspections and reported to Texas DOT.

Education

Some College (No Degree) -

New Horizon Computer Learning Center
Dallas, Texas

Some College (No Degree) -

Brookhaven College
Dallas, TX

Some College (No Degree) -

Northlake College
Irving, Texas

Skills

  • High Customer Service Standards
  • Dedicated to Process Improvement
  • Analytical & Problem Solving
  • Profit & Loss
  • Inventory Management
  • Account Management
  • Project Management
  • Operations Oversight
  • Staff Supervision
  • Exceptional Interpersonal Communication
  • Budget Coordination
  • Project Scope
  • Skilled Negotiator
  • Staff Management
  • Knowledgeable in Construction Safety
  • Interior and Exterior Renovation
  • Site Management

Certification

  • Motorcycle License
  • BMW Service Manager Certification
  • BMW Training Certification
  • Honda Automotive Service Advisor Certifications
  • Yamaha Service Advisor Certification

Timeline

General Manager

Advantage Remodeling And Roofing
09.2022 - Current

Field Manager

American DJ Company
03.2021 - 09.2022

Central Route Dispatcher

SafetyKleen
01.2019 - 03.2020

Service Manager

Freedom PowerSports
09.2017 - 10.2018

Parts & Service Advisor

DFW Honda PowerSports
02.2017 - 09.2017

Service Advisor

Huggins Honda
03.2015 - 02.2017

Director of Internet Sales/State Inspector

Stadium Yamaha
07.2010 - 02.2015

Some College (No Degree) -

New Horizon Computer Learning Center

Some College (No Degree) -

Brookhaven College

Some College (No Degree) -

Northlake College

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Kirk Gross