Leanna Johnston
Classic Collision Center
Apache Junction,AZ
7
years of professional experience
Driven collision repair professional with extensive experience managing Direct Repair Program (DRP) protocols and insurance collision claims. Advanced proficiency in CCC Information Services and CCC estimating systems, with a proven track record of ensuring DRP compliance and optimizing workflows for efficient claim processing. Experienced in managing insurance partnerships, implementing policy and procedural requirements, and leveraging technology to streamline repair operations. Recognized for improving operational efficiency while maintaining accuracy, compliance, customer satisfaction, and high-quality repair standards.
Work History
Office Manager
2 Years 7 Months- Guided administrative staff in mastering company policies and executing daily tasks.
- Coordinated with insurance companies regarding repairs, estimates, payment processing and other related matters.
- Assisted in developing effective marketing strategies to increase business.
- Developed and maintained relationships with customers, addressing concerns and enhancing satisfaction.
- Conducted regular quality inspections to ensure compliance with industry standards and best practices.
- Analyzed repair estimates for accuracy, ensuring alignment with customer expectations and budget constraints.
- Improved customer satisfaction by implementing streamlined processes for vehicle intake and repair updates.
Office Manager
9 Months- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Collaborated with insurance companies to facilitate claims processing and improve client relations.
- Worked with customers and insurance companies to obtain payments.
- Developed strong relationships with insurance partners for seamless claims processing and efficient repairs.
- Conducted thorough vehicle damage assessments for accurate repair estimates and efficient service scheduling.
Customer Service Specialist
9 Months- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and assisted with payment option setup to ensure clarity and ease.
- Updated databases with new and modified customer data.
- Monitored customer satisfaction levels through surveys and feedback forms, identifying areas for service enhancement.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Handled customer inquiries and complaints promptly, ensuring effective resolution and maintaining positive customer relations.
CSR
6 Months- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prevented key account losses by researching discrepancies and correcting problems.
Car Sales Consultant
1 Year 2 Months- Built and maintained a strong client base through exceptional customer service and follow-up, resulting in a high rate of repeat business
- Effectively managed the entire sales process from initial contact through delivery ensuring a seamless buying experience for customers
- Conducted thorough product demonstrations to highlight key features and benefits, effectively addressing customer needs and objections
- Utilized CRM software to track leads, manage customer interactions, schedule appointments, and maintain accurate records of sales activities
- Participated in regular training programs provided by manufacturers to stay updated on new product releases and enhancements
Education
High School Diploma
Maricopa Community Colleges, Rio Salado Community College
Skills
DRP compliance • Insurance Claims Processing • CCC ONE • Supplement Management • Insurance Negotiations • Team Leadership • Production Management • KPI Management • Process Improvement • Customer Relations • Quality Assurance • Cycle Time Management • Accounts Receivableble Receivableble
Timeline
Office Manager
Classic Collision Center
01.2024 - CurrentRead More
Office Manager
Painters collision
04.2023 - 01.2024Read More
Customer Service Specialist
Painters Collision
07.2022 - 04.2023Read More
CSR
Consumer Cellular
01.2022 - 07.2022Read More
Car Sales Consultant
Lawley Nissan
01.2020 - 03.2021Read More
Success Academy
High School Diploma
Read More