Laddie Tofell
AUMSVILLE,OR
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Customer-oriented Store Manager offering over 30 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Store Manager
Bridgestone Americas
Salem, OR
02.2019 - Current
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Monitored progress by establishing plans, budgets and measuring results.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Monitored employee performance and identified performance gaps for corrective action.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Mitigated business risks by working closely with staff members and assessing performance.
- Planned special promotions or discounts based on market trends.
- Maintained accurate records of employee performance reviews.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Organized promotional events to increase product awareness.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed orders to restock shelves.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Managed daily banking activities such as deposits and withdrawals.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Recruited, trained and supervised new employees.
- Trained and mentored associates to teach daily tasks and procedures.
- Ensured compliance with safety regulations and company policies.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Prepared staff work schedules and assigned team members to specific duties.
- Resolved customer complaints in a timely manner.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Established customer service standards and monitored staff compliance.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Service Manager
Bridgestone Firestone
Salem, OR
01.2017 - 01.2019
- Hired and trained service department staff to drive performance.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Monitored service performance metrics to identify areas of improvement.
- Created employee work schedules to keep shifts properly staffed.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Monitored employee performance through key metrics analysis.
- Pitched in to complete various duties during peak periods or employee absences.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Motivated and supported employees to maintain low turnover.
- Recruited and trained new employees to meet job requirements.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Created written estimates and obtained customer consent to proceed.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Understood and followed oral and written directions.
Service Technician
Bridgestone Retail Operations LLC.
Salem, OR
06.1993 - 01.2017
- Followed established safety rules, OSHA guidelines and company safety policies and procedures.
- Diagnosed problems and determined solutions for various customer issues.
- Monitored shop equipment to maintain safe working condition.
- Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
- Searched within service and maintenance manuals to perform repairs and diagnosis.
- Trained and guided employees on correct methods for performing different repairs and maintenance services.
- Reviewed work orders and discussed with supervisors.
- Inventoried stock, placed orders and verified receipt to keep supplies ready.
- Replaced defective parts with new or reconditioned parts following manufacturers' instructions.
- Diagnosed mechanical problems using specialized computer software and diagnostic tools.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Maintained garage safety protocols to meet regulatory and company expectations.
- Performed routine maintenance including oil changes, tire rotations, and brake pad replacements.
- Repaired vehicles according to manufacturer specifications by replacing worn parts such as brakes, wheel bearings, and spark plugs.
- Removed old oil, replace filters and added correct amount of new [Type] oil.
- Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
- Performed minor maintenance services, including gasket replacements, coolant flushes and tune-ups.
- Utilized infrared engine analyzers, compression gauges and computerized diagnostic devices to test vehicle components and systems.
- Adjusted and repaired systems to meet manufacturers' performance specifications.
- Tested automotive systems such as brakes, steering, suspension, transmission and engine performance.
- Inspected vehicles for damage and recorded findings to facilitate repairs.
- Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
- Operated a variety of shop equipment safely and efficiently.
- Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
- Maintained a clean working environment at all times.
- Completed repairs and maintenance to major vehicle models to meet safety specifications.
- Maintained certifications and completed training on systems and components.
- Repaired, replaced and adjusted brakes.
- Performed drive ability tests on vehicles after repairs were completed.
- Communicated effectively with customers about repair progress and costs involved.
- Conducted test drives before and after repair services.
- Utilized scan tools to diagnose drivability concerns on gasoline powered cars and trucks.
- Displayed excellent customer service skills when interacting with customers regarding their automotive needs.
- Aligned wheels using special alignment equipment and wheel-balancing machines.
- Followed established guidelines for troubleshooting and diagnosing various types of automotive systems.
- Adhered strictly to company policies concerning quality control standards.
- Conducted routine servicing on fuel, electrical and cooling systems.
- Adjusted headlights for proper alignment per customer request.
- Attended technical training courses when available to increase knowledge base.
- Removed, replaced, balanced and rotated new or used tires to maintain on-road safety
- Understood and followed oral and written directions.
- Recognized by management for providing exceptional customer service.
Education
Associate of Arts - Automotive Mechanics
Universal Technical Institute of Arizona Inc
Avondale, AZ06-1992
Skills
- Store Operations Oversight
- Operational Budgeting
- Report Generation
- Customer Service Management
- Shift Scheduling
- Employee Training
- POS Systems
- Team Development
- Supply Ordering
- Payroll Management
- Operations Management
- Multitasking and Organization
- Recruiting and Hiring
- Strategic Thinker
- Problem-Solving
- Reliable
- Team Leadership
- Customer Relations
- Leadership Development
- Outstanding Communication Skills
- Friendly and Positive
- Leading Staff Meetings
- Employee Supervision and Motivation
- Budgeting and Cost Control
- Training and Mentoring
Affiliations
I enjoy outdoor activities including hunting, fishing, hiking, & spending time with multiple grandkids teaching them and sharing the beauty of the outdoors.
Accomplishments
Pit Crew Award- BFRC Engine Management Strategies Workshop, March 2008, Multiple Golden wrench awards while working as a Lead Technician, Recognized for 90+ Audit 2022, Regional EHSS store of the year 2022, Regional Education store of the year 2022
Certification
ASE Master certified Technician (Current), Certified Tech Trainer 2000, IMACA refrigerant certification
References
References available upon request.
Timeline
Store Manager
Bridgestone Americas
02.2019 - Current
Service Manager
Bridgestone Firestone
01.2017 - 01.2019
Service Technician
Bridgestone Retail Operations LLC.
06.1993 - 01.2017
Associate of Arts - Automotive Mechanics
Universal Technical Institute of Arizona Inc