Racing mountain bikes for twenty-one years and currently racing the enduro discipline in the professional category for six years
Rae Cook
Shop Service Manager
Dallas,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Works well under pressure to complete physically demanding work. Eighteen years working in and around the cycling industry.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Shop Service Manager
Recreational Equipment Inc
Dallas, TX
11.2016 - Current
- Partners with Store Manager to build accountability for driving business objectives of employee engagement, customer satisfaction, and promoting co-op membership through strong ownership of leading the customer and employee experiences.
- Leads store-wide huddles to engage and inform all employees for the day.
- Proactively recruit and hire (external and internal) talent to maintain appropriate levels of trained employees to meet shop business need.
- Train, certify and build an engaged team of technicians to carry out shop service functions and provide excellent customer service.
- Coordinates production and manage throughput of shop work to meet customer demand and REI expectations. Execute shop services as necessary.
- Skillful in understanding and applying prescriptive and adaptive leadership to meet the needs of both employee and customer experience
- Writes shop staff schedule, with consideration of labor guidance, that supports the current business trends and needs, and maximizes leadership and service across operating hours.
- Travels to new store openings to train new shop teams.
- Manages risk to REI by ensuring all shop employees are trained and certified to the level of work they perform and ensure all work meets REI and manufacturer quality and safety specifications.
- Builds a diverse technical workforce and ensure an inclusive environment for shop employees.
- Demonstrates initiative and productivity, lead Bike & Ski Shop Mechanics, Leads, service advisors, and store staff.
- Evaluates shop staff job performance and delivers timely check ins/reviews.
- Manages daily store operations, including opening and closing responsibilities.
- Models quality shop service work. Conduct regular audits/quality control checks of all shop services.
- Partners closely with the Store Manager and regional Shop Coordinator to develop and deploy store level shop strategy.
- Research and report significant quality and safety issues to Regulatory Compliance Manager at REI headquarters and regional Shop Coordinator. Advises leadership of alternatives or solutions as necessary.
- Implements and maintains quality record keeping systems to preserve complete and accurate shop records.
- Acts as liaison between member/customer, store team, REI headquarters and manufacturer on resolving highest-level service and repair problems.
- Resolves equipment non-conformity and warranty issues.
- Effectively maintains a clean, safe, and secure work environment. Ensures shop equipment is maintained, organized and accessible for safe and reliable operation and business needs.
- Completes Post Accident inspections and reports as necessary.
Bike Shop Coordinator
Sun and Ski Sports
Fort Worth, TX
05.2016 - 11.2016
Head of Service Operations
Giant Lakeside
Flower Mound, TX
02.2016 - 05.2016
Certified Technician
Recreational Equipment Inc
Southlake, TX
09.2014 - 02.2016
Operations Assistant
Terra Firma Racing
Grapevine, TX
01.2005 - 01.2011
Education
Bachelor's - Speech-Language Pathology and Audiology
University of North Texas
Denton, TX 07.2012 - 05.2014
Bachelor's - Spanish Language And Literature
University of North Texas
Denton, TX 01.2008 - 05.2012
Skills
Leadership
Certification
Master Technician - Barnett's Bicycle Institute
Interests
All forms of cycling
Hiking
Continued education
All things outdoors
Timeline
Certified Bosch eBike Technician
03-2023
Bosch eBike Systems Technical Certificate and Trek Service Advising, Trek HQ
04-2018
Shop Service Manager
Recreational Equipment Inc
11.2016 - Current
Certified Wheel Builder - United Bicycle Institute
07-2016
Bike Shop Coordinator
Sun and Ski Sports
05.2016 - 11.2016
Head of Service Operations
Giant Lakeside
02.2016 - 05.2016
Master Technician - Barnett's Bicycle Institute
03-2015
Certified Technician
Recreational Equipment Inc
09.2014 - 02.2016
Bachelor's - Speech-Language Pathology and Audiology
University of North Texas
07.2012 - 05.2014
Bachelor's - Spanish Language And Literature
University of North Texas
01.2008 - 05.2012
Operations Assistant
Terra Firma Racing
01.2005 - 01.2011
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