Lisa Danner
Atkinson,USA
Summary
Dynamic and results-driven professional committed to driving company success through the achievement of organizational goals. Proven ability to lead by example while ensuring strict adherence to safety, security, quality, and operational policies, fostering a collaborative and team-oriented environment. Eager to expand expertise across diverse roles and responsibilities, paving the way for personal growth and advancement within the organization.
Overview
18
18
years of professional experience
Work History
CAG Operations Training Manager
Caliber
Lewisville, TX
04.2024 - Current
- Developed and implemented training programs to enhance operational efficiency across multiple departments.
- Collaborated with leadership to identify skill gaps and design targeted training initiatives.
- Streamlined onboarding processes, reducing time-to-competence for new hires significantly.
- Mentored junior trainers, fostering a culture of continuous improvement and knowledge sharing.
- Analyzed training effectiveness through feedback mechanisms, adjusting content for maximum impact.
- Coordinated cross-functional workshops to align operational practices with company goals and standards.
- Led strategic initiatives to optimize resource allocation in training programs, enhancing overall productivity.
- Stayed informed of industry best practices and emerging trends in training methodologies, incorporating relevant insights into the organization''s operations training programs.
- Promoted knowledge-sharing practices within teams, encouraging employees to contribute their expertise for collective growth.
- Created an environment of continuous learning by fostering an open feedback culture among team members.
- Implemented a train-the-trainer model, empowering team leads to deliver consistent instruction across departments-currently working on.
- Aligned operations training strategies with overall business objectives, supporting the organization''s growth and success.
- Developed effective training materials and resources to accommodate diverse learning styles, leading to increased retention of information.
- Facilitated leadership development trainings for aspiring managers or supervisors within the organization.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Developed departmental systems and procedures to better align workflow processes.
- Managed training requests and coordinated team responses. Assisted with scheduling and organization of training sessions.
Branch Operations Manager
Portland Glass
Portsmouth, NH
03.2023 - 04.2024
- First and foremost, being the first line of visibility for all customers and promoting professionalism among staff, cultivating new company Culture within the location. To direct and lead the branch operations by establishing and maintaining company goals and standards for performance and growth. I streamlined the workflow, creating sales retention and promoting efficiency to ensure first class customer services while allowing for measurable the success of the branch. This resulted in the team achieving an EBITDA of 15.77% up from (-29.49%) resulting in a 13.14% Net, from a (-38.14%) within 8 months. Finishing at 1,148,166.00 for the year.
- Streamlined workflow procedures, enhancing operational efficiency across team functions.
- Developed training programs to enhance staff performance and service delivery.
- Conducted regular performance reviews, providing mentorship and strategic guidance to staff members.
- Analyzed operational data to identify trends and inform decision-making for future initiatives.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Implemented cost-saving measures to reduce overhead expenses without sacrificing quality or service levels.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Established and checked coding procedures, monitored reports and updated internal files.
Regional Operations Manager
Caliber Auto Glass
Lewisville, TX
08.2022 - 02.2023
- Implemented strategies to support and evaluate success of individual centers and the overall region, ensuring alignment with company objectives.
- Outlined specific expectations and equipped each general manager with vital tools and information to enhance operational effectiveness.
- Monitored and enforced consistent application of all guidelines specified in owner’s manual to maintain quality standards.
- Ensured accountability of general managers by implementing Caliber's established performance metrics through structured feedback and timely reviews.
- Provided timely and specific feedback to recognize good performance. Supported associates in their professional growth and career development.
- Utilized monthly scorecard reviews to pinpoint negative trends and implement corrective action plans for operational improvement.
- Developed and maintained strategic relationships with clients to support account growth and retention efforts.
- Identified and pursued market opportunities while nurturing regional client and fleet relationships for sustained success.
- Source and recruit qualified candidates for potential employment; establish a pipeline for recruiting high quality talent, onboard and set up training and certifications.
- Addressed market issues and resolved customer/client concerns promptly.
- Assisted in identifying and addressing potential risks and issues related to client safety and facility management. Supported proactive management of client and associate safety concerns.
- Directed initiatives to educate general managers on effective P&L budget forecasting, UAD, KPI metrics, and labor cost strategies across regional operations.
- Facilitated training and development of dispatch roles while overseeing progress assessments.
- Executed additional responsibilities as delegated by management.
Regional Operations, Field Sales, Account Manager
Glass America
Texas And Massachusetts
12.2018 - 08.2022
- Assisted teams in identifying qualified candidates for various positions. Supported recruitment efforts by screening resumes and coordinating interviews for applicants. Facilitated onboarding processes for new hires to ensure smooth integration into the company.
- Achieved improved team performance through targeted training and coaching programs. Enhanced individual capabilities resulting in increased team efficiency and productivity.
- Oversee and help implement the strategic direction of the market and work to bring that to each store within the market. Ensured adherence to corporate objectives while deploying standard operating procedures across market stores.
- Developed and implemented strategies with store teams to foster a shared commitment to exceptional customer experiences.
- Achieved improved service efficiency through streamlined operational processes across diverse locations. Delivered enhanced customer satisfaction by guiding cross-functional teams in implementing quality assurance initiatives.
- Assisted in reviewing and processing claims by conducting thorough research and negotiations. Supported claims representatives and agents in coordinating paid claims across departments.
- Assisted policyholders, claimants, and witnesses in gathering necessary information for optimal outcomes. Managed subrogation claims from start to finish according to policy coverage and state regulations.
- Evaluated performance against productivity schedules and quality standards to optimize sales retention efforts.
- Developed and maintained personal connections with insurance agencies to enhance collaboration and service delivery.
- Strengthened market presence through effective relationship management. Facilitated communication between management and technicians to drive project success.
- Assisted in determining pricing strategies for OEM and aftermarket products. Supported pricing analysis for OEM and aftermarket sectors. Facilitated pricing evaluations for OEM and aftermarket offerings.
Commercial Manager/ Retention Specialist/ Dispatch
Safelite Auto Glass
Arlington & Plano, Texas
08.2008 - 07.2015
- Led strategic initiatives as manager for three sites, comprising one commercial location and two retail mobile professional outlets.
- Supervised team of over 20 employees, ensuring efficient workflow and productivity.
- Implemented effective sales strategies to reliably meet and exceed monthly budget goals.
- Oversaw hiring and training processes for key personnel, ensuring alignment with organizational goals.
- Spearheaded staffing development initiatives to enhance team capabilities.
- Oversaw management of rental car, trucking fleet, and commercial accounts, ensuring optimal service for 50+ accounts.
- Facilitated alignment of pricing and standard operating procedures with national sales to optimize customer experience.
- Enhanced customer loyalty by ensuring accurate service provision and promptly resolving inquiries and requests.
- Coordinated pricing strategies for dealer parts and ensured efficient receiving and inventory management to support operational growth.
- Executed comprehensive P&L projections and EBITDA forecasting to facilitate informed budgetary decisions.
- Enhanced team performance by implementing effective training for SRS in the CTU while promoting compliance with company policies. Improved customer interactions through targeted coaching for team members. Streamlined dealer part buyout training for SRS, leading to improved operational efficiency.
- Achieved improved inventory accuracy through meticulous tracking and management. Delivered enhanced stock organization that reduced retrieval time. Implemented effective inventory practices that optimized storage space and reduced waste.
- Assisted in filling market gaps by supporting team initiatives. Contributed to market backfill efforts through collaborative teamwork. Provided support in identifying and addressing market needs.
Education
Associate - Health Science
NHCTC
Claremont, NHAssociate - Psychology
NHCTC
Nashua, NHSkills
- P & L Management
- KPI Assessment & Management
- SOP Development & Management
- Sale & Budget Forecasting
- Operations management
- Supervising and training
- Team management/ engagement
- Hiring & Onboarding
- Procurement
- Inventory control
- Wholesale Management
- Call Center Management
- Dispatching
- Facility & Fleet Maintenance
- Insurance Carrier Applications
- Insurance Claim Forms Review
- Insurance Claims-Processing
- National Accounts Management
- Workday
- Microsoft Applications
- G-Suite
- Salesforce Admin
- Workforce
- Call Proof CRM
- Paradox
- Omega
- Mainstreet
- GTS Services
- Autel
- GlasWeld
- Dupont Fix Glass Certification
Timeline
CAG Operations Training Manager
Caliber
04.2024 - Current
Branch Operations Manager
Portland Glass
03.2023 - 04.2024
Regional Operations Manager
Caliber Auto Glass
08.2022 - 02.2023
Regional Operations, Field Sales, Account Manager
Glass America
12.2018 - 08.2022
Commercial Manager/ Retention Specialist/ Dispatch
Safelite Auto Glass
08.2008 - 07.2015
Associate - Psychology
NHCTC
Associate - Health Science
NHCTC