Kory Krug
Meridian,ID
Summary
Skilled Service Director and Collision Center Manager with background in improving customer service operations. Experience includes developing strategies to enhance customer satisfaction, streamlining processes, and leading high-performing service teams. Strengths include strategic planning, team leadership, process improvement, and problem-solving abilities. Previous work has consistently resulted in improved operational efficiency and heightened customer loyalty.
Overview
21
21
years of professional experience
Work History
Assistant Corporate Service Director
Kenworth Sales Company
4100 S Transport St, ID
05.2023 - Current
- Created policies and procedures to ensure compliance with industry standards and regulations.
- Established monthly team meetings to discuss progress on current projects, review trends in customer feedback, and brainstorm solutions for any identified problems or challenges.
- Conducted regular reviews of existing processes and procedures related to customer service activities and made recommendations for improvements where necessary.
- Provided guidance and mentoring to junior staff members on how they can better handle challenging situations when dealing with customers.
- Identified opportunities for cost savings through process optimization initiatives while ensuring quality levels remain high.
- Participated in industry events and conferences representing the company's brand and showcasing its offerings.
- Coached and mentored department managers on estimating and customer service practices
- Consulted with staff on resolution of complex service issues.
- Oversaw five locations and made regular visits to ensure best practices were being upheld.
Collision Center Manager
Silver State International
Sparks, Nevada
10.2012 - 04.2023
- Managed daily operations of the Collision Center, including scheduling appointments and allocating resources.
- Ensured compliance with safety regulations and industry standards to ensure safe working conditions for employees.
- Developed and implemented plans to increase efficiency in the Collision Center, while ensuring customer satisfaction.
- Oversaw financial performance of the Collision Center, setting budgets and monitoring expenses.
- Coordinated with insurance companies regarding repairs, estimates, payment processing and other related matters. Extensive background with Mitchell and Adjustrite estimating programs.
- Supervised staff members and provided guidance on best practices for repair techniques and processes.
- Provided technical assistance to technicians when needed to ensure quality repairs were completed within set timeframes.
- Conducted regular reviews of work orders to identify any potential issues or delays in service delivery.
- Facilitated communications between customers, insurance companies, vendors, suppliers and other stakeholders involved in repair process.
- Established relationships with local dealerships for referrals of customers seeking more extensive auto body services.
- Identified opportunities for improvement within the Collision Center by analyzing past trends and implementing corrective actions accordingly.
- Completed inspections, estimations and damage reports.
- Assessed quality of all shop work to maintain solid reputation and high customer satisfaction.
- Wrote complete and accurate cost estimates for labor and parts.
- Communicated effectively with insurance companies, documenting in detail each process of repair.
- Cultivated strong relationships with insurance company representatives, vendors, community groups, and media outlets to drive business development initiatives.
Body Shop Foreman
Peterbilt Truck Parts & Equipment LLC.
Sparks, Nevada
10.2003 - 10.2012
- Wrote detailed collision estimates using Mitchell and Adjustrite programs, provided to and negotiated with insurance companies and customers
- Developed and implemented shop-wide safety policies and procedures.
- Maintained a safe working environment by ensuring all tools, equipment, and machinery were in proper working order.
- Coordinated with other departments to ensure that production goals were met on time.
- Monitored employee performance and provided feedback to improve productivity.
- Provided technical guidance and support to staff members regarding repairs, maintenance, and troubleshooting of vehicles.
- Ordered parts for repair jobs as needed from suppliers or vendors.
- Organized workflow schedules for staff members based on job orders received from customers.
- Resolved conflicts between workers in a timely manner to maintain positive work relationships.
- Identified areas for improvement within the shop to increase efficiency levels.
- Worked closely with management team to develop long-term strategies for shop operations.
- Trained and mentored employees in procedures and performance improvement strategies.
- Trained, coached and supported staff members to maximize productivity.
- Focused on safety and efficiency when using tools, equipment and gauges.
- Oversaw daily operations in shop, ensuring efficiency and productivity.
- Acted as a liaison between management and shop floor staff.
Education
High School Diploma -
Albert Lowry High School
Winnemucca, NV06-1996
Skills
- Staff Development
- Team Leadership
- Strategic Planning
- Training and mentoring
- Complaint Handling
- Team Collaboration
- Relationship Building
- Team training and development
- Presentation Skills
References
References available upon request.
Timeline
Assistant Corporate Service Director
Kenworth Sales Company
05.2023 - Current
Collision Center Manager
Silver State International
10.2012 - 04.2023
Body Shop Foreman
Peterbilt Truck Parts & Equipment LLC.
10.2003 - 10.2012
High School Diploma -
Albert Lowry High School
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