Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
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Richard Crawford

VILLA RICA,Georgia

Summary

Dedicated professional enthusiastic about assisting students of all skill levels to develop top-notch knowledge and skills in customer service and retail store operations. Motivational and engaging leader with 18+ years of automotive aftermarket industry experience. Advanced skills in planning, organizing and prioritizing work.

Overview

20
20
years of professional experience

Work History

Corporate Trainer

O'Reilly Auto Parts
Atlanta, GA
02.2006 - 12.2023
  • Executed 8-12 annual training sessions for internal and external clients, as well as on-site development of new management teams.
  • Monitored employee progress during training sessions to ensure understanding of material presented.
  • Generated reports detailing progress made by participants throughout the duration of their program.
  • Educated team members on time and resource management to improve organizational efficiency and control costs.
  • Scheduled classes based on availability of classrooms, equipment or instructors.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Boosted confidence of employees by providing skilled training to improve knowledge and productivity.
  • Trained new managers on store procedures, policies and customer service, achieving 97% outstanding customer service.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Recognized as "Trainer of the Year" at annual leadership conference in 2017 and 2020.

Service Manager

Firestone/Tires Plus
Newnan, GA
01.2004 - 02.2006
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Guided department employees on changes from management.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Collaborated with customers to offer solutions to service needs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Assigned work and monitored performance of project personnel.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Created written estimates and obtained customer consent to proceed.
  • Reviewed customer billing statements for accuracy prior to release.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer complaints in a timely manner.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Understood and followed oral and written directions.

Education

High School Diploma -

Hahn High School
Lautzenhausen, Germany
05-1988

Skills

  • Staff Presentations
  • Data Tracking
  • New Employee Training
  • Team Development Strategies
  • Performance Monitoring
  • ROI Understanding
  • Performance Evaluation
  • Automotive Aftermarket Industry Expertise
  • Lecturing
  • Mentorship
  • Staff Training

Accomplishments

  • Recognized as "Trainer of the Year" at O'Reilly Auto Parts' annual leadership conference in 2017 and 2000.
  • Graphic design portfolio rated 3rd place in Europe-wide judging while a student in 1987.

Languages

German
Limited

References

References available upon request.

Timeline

Corporate Trainer

O'Reilly Auto Parts
02.2006 - 12.2023

Service Manager

Firestone/Tires Plus
01.2004 - 02.2006

High School Diploma -

Hahn High School

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Richard Crawford