Matthew Baxter

• Company Overview: formerly Service King Collision Centers, formerly Sterling Auto Body
• Make every effort to meet or exceed location revenue goals and other KPIs: Manage the front and back of shop from vehicle intake through delivery to ensure a high level of shop throughput, production quality and efficiency, such that the location can meet or surpasses KPIs
• Labor assignment and production management: Responsible for assigning repair jobs to Body Technicians and prioritizing vehicles for teardown or paint
• Teammate support: Support teammates during peak times by receiving customers, checking-in vehicles and writing estimates as needed
• Monitor and attain production goals and standards: Ensure all repairs are in line with Company, Insurance Carrier, Alldata and I-Car quality standards, all repairs are billed accurately and correctly, and back of shop PPE protocol is upheld for teammate safety
• Complete shop payroll and staffing in a timely manner: Ensure production staff adheres to punch-in/out guidelines and flag-hour procedures for weekly payroll processing and manage staff PTO, vacation, or leave
• Manage daily production flow: Communicate with team (Body Technicians, Collision Estimator, Parts Managers) to ensure production is moving as needed to meet delivery requirements
• Write DRP complaint estimates (as needed): Write complete estimates after full disassembly and damage discovery, update CE's estimates as needed, and lock final estimates
• Team acquisition, coaching and development: Responsible for understanding all teammate position requirements, interviewing, and hiring the best candidates for roles based on skills and experience, and providing individual teammate performance coaching, feedback, and support for growth/progression opportunities.

• Primary responsibilities were to provide an exceptional and successful customer experience while creating estimates, coordinating repair needs for customers including all communication, informing and updating customers and insurance companies throughout the repair process
• Accurately assessed the damage of vehicles and document needed repairs and parts replacement on the damage appraisal
• Played a pivotal role in the success of the customer's experience by ensuring I was working in alignment with all team members in achieving the repair facility's KPIs
• Ensured every customer interaction was documented, updated efficiently and accurately with pertinent details
• Provided Customers with accurate and timely information, guiding them through the repair process and ensuring that they receive excellent customer service
• Ensured compliance with all insurance client requirements, processes and metrics
• Ensured compliance with all aspects of the Customer Service Experience regarding customer drop-offs, repair planning, customer communication, and delivery
• Communicated all customer requests and needs to appropriate team members
• Provided positive energy when greeting customers in person and on the phone
• Understanding all required Insurance programs and procedures
• Supported all team members when required
• Participated in monthly Health & Safety and staff meeting (if required)
• Attended training, information sessions and workshops recommended by Store Manager
• Maintained the store's KPI's by maximizing role performance
• Upheld the company's Core Values : Honesty, Integrity & Respect
• Formerly Sterling Auto Body

• As a Quality Evaluator / Quality Analyst my duties were to review all collision estimates that entered my queue
• Those reviews included checking estimate claim files for accuracy and compliance according to our Direct Repair Partner guidelines (Direct Repair Partners included, but were not limited to Allstate, State Farm, USAA, Farmers & Nationwide), made sure photos were labeled properly, body & refinish labor times were not excessive and checking/reviewing all photos and documentation to ensure that estimates were supported
• Maintained up-to-date knowledge on industry trends and advancements, allowing for continuous improvement within the organization's Quality Evaluation processes.
• Occasionally made in-person shop visits for hands-on evaluations and reviews
• Performed periodic estimating calibration sessions to stay in sync with Quality Evaluation teammates.

• Managed and completed all parts ordering: Quickly and accurately ordered parts based on initial estimates and supplements; Communicated with parts vendors to order parts as needed; Partnered with Repair Planners to ensure parts accuracy
• Monitored deliveries: Regularly tracked parts status and communicate with vendors on parts status as needed; Updated Repair Planners accordingly
• Received and checked in parts: Received and mirror matched delivered parts to repair orders and ensured all parts are placed and accounted for on the parts cart
• Inspected delivered parts for quality: Inspected parts for damage upon delivery within two hours of expected drop off
• Returned incorrect parts: Returned incorrect parts immediately to the vendors.
• Drove parts related KPIs: Monitored parts margins, pending credits, shop consumables inventory and Material spend; Communicated to General Manager as needed to discuss optimization
• Coordinated parts invoicing: Ensured parts invoices were posted daily in Service King's estimating platform - make corrections as necessary
• Supported Body Technicians with parts knowledge: Supplied reference materials to Technicians to ensure proper parts usage as needed; Kept up on laws and regulations of parts installation
• Lead Parts Team (if applicable): Served as a mentor and directed the activities of the Parts Assistant
• Formerly Sterling Auto Body

• Managed all aspects of the Parts Department operations including, but not limited to, Retail and Wholesale sales & profits, servicing shop technicians, maintaining accurate and controlled parts inventory, parts returns to manufacturer, etc
• Rearranged parts department to better serve changing trends and keep workspaces organized.
• Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.

• As a Parts & Service Director I was in charge of overseeing all facets of the Parts and Service departments
• Those duties included, but were not limited to:
• Opening the facility on a daily basis
• Monitoring sales, as well as gross & net profits from those sales
• Reviewing all service repair orders to insure accuracy in repairs and billing
• Reviewing all warranty claims before forwarding on to administrator
• Creating advertisements & sales specials for the Service Dept
• Reviewing and maintaining AR & AP schedules to keep the clean and current
• Hiring and training of all staff for both Parts & Service Departments
• Handled Tech booking/flagged hours and payroll
• Enhanced customer satisfaction by ensuring timely delivery of parts and providing excellent service to both internal and external customers.
• Developed marketing strategies to increase sales of parts and accessories through various channels, including online platforms.

• In charge of all facets of the parts department operations including, but not limited to, retail, wholesale and service department parts sales.
• Gross and net profits from those sales.
• Parts department expense control.
• Controlling several hundred thousand dollars worth of inventory and keeping it accurate and clean.
• Handled factory returns (or buy-backs) to the manufacturer on a bi-annual basis with less than a 1% return rejection rate.
• Ordered all stock orders and daily orders.
• Department employee management.

• In charge of all facets of the parts department operations including, but not limited to, retail, wholesale and service department parts sales.
• Gross and net profits from those sales.
• Parts department expense control.
• Controlling several hundred thousand dollars worth of inventory and keeping it accurate and clean.
• Handled factory returns (or buy-backs) to the manufacturer on a bi-annual basis with less than a 1% return rejection rate.
• Ordered all stock orders and daily orders.
• Department employee management.

• In charge of all facets of the parts department operations including, but not limited to, retail, wholesale and service department parts sales.
• Gross and net profits from those sales.
• Parts department expense control.
• Controlling several hundred thousand dollars worth of inventory and keeping it accurate and clean.
• Handled factory returns (or buy-backs) to the manufacturer on a bi-annual basis with less than a 1% return rejection rate.
• Ordered all stock orders and daily orders.
• Department employee management.

AUTOMOTIVE DEALERSHIP PARTS EXPERIENCE GOES BACK TO AUGUST, 1984.