Summary
Overview
Work History
Education
Skills
Timeline
Generic

Russell Wilbur

Burlington,NJ

Summary

Self-motivated professional seeking a dynamic position within the automotive industry where the knowledge and experience I have gained can be utilized to meet company goals, increase employee performance, and improve customer satisfaction.

Overview

13
13
years of professional experience

Work History

Arbitrator II/Automotive claims specialist

Manheim PA Hub
12.2023 - Current
  • Review customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.
  • Advise customers of the Auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties.
  • Mediate disputes and negotiate repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and in an effort to keep vehicles sold.

Vehicle Entry Supervisor

Manheim New Jersey
05.2018 - 12.2023
  • Monitor daily CR workload in multiple lot areas and assign inspectors as needed.
  • Investigate Arbitration concerns against our department and work with Arbitration for resolution and provide responsible party when applicable.
  • In charge of 15+ Manheim inspectors in addition to assigning work to AiM.
  • Conduct Interviews for potential new hires.
  • Monitor and address time clock entries through Kronos.
  • Conduct quarterly reviews and document through 'My Progress'.
  • Chosen as a Next/Workday Program Change Champion.

4T Trainer/Auditor

Manheim New Jersey
03.2016 - 04.2018
  • Train newly hired inspectors per corporate insight guidelines to identify vehicle damages, previous paintwork and frame damage.
  • Conduct daily audits and address trends through coaching and additional training.
  • Chosen as the Location Champion for AiM Inspect software testing, product launch and training.
  • Facilitate ICP level testing.
  • Conduct individual and group training sessions.
  • Distributed and maintained Inspection equipment.
  • Member of the Vehicle Entry Community of Practice.
  • Chosen for Future Leaders Program.

Condition Report Writer

Manheim New Jersey
02.2014 - 01.2016
  • Identify current damage as well as previously repaired damage and frame damage, missing or broken parts and mechanical problems of vehicles upon delivery to the auction.
  • Document vehicle condition through ECR system.
  • Estimate and provide repair costs according to appropriate guidelines.
  • Photograph vehicles and vehicle damage for internet viewing.
  • Provide accurate and detailed reports which reduce arbitration concerns and auction liability.

Service Consultant

Coleman Buick/GMC
03.2013 - 01.2014
  • Greeted customers promptly and courteously ensuring a comfortable and satisfying experience within the dealership.
  • Performed a vehicle walk around and initiated the multi-point vehicle inspection process and advised customers of any immediate findings.
  • Ensured customer concerns were properly obtained and documented so that a well written repair order was generated which produced 'fixed right the first time' results by the service technicians.
  • Prepared estimates and secured approvals for needed or recommended repairs and followed manufacturer warranty guidelines where applicable.
  • Handled phone calls, made service appointments, and kept customers informed throughout their entire repair process.
  • Kept up to date with available training by the manufacturer to maintain product knowledge as new advancements or changes in repair procedures or policies were released.

Service Manager

Davis Hyundai
08.2011 - 03.2013
  • Managed the administration and overall functioning of the service department, which included a team of three service consultants, a valet/shuttle driver, a shop foreman/dispatcher, and a team of eight technicians.
  • Worked closely with the manufacturer to ensure proper procedures and guidelines were being followed.
  • Responsible for dealership loaner car fleet.
  • Significantly reduced warranty charge backs and debit claims through better documentation standards.
  • Implemented policies and procedures to increase sales and overall customer satisfaction rating.
  • Introduced bonus pay plans for technicians, which in turn increased employee performance and profit margins for repairs.
  • Formulated and implemented new ideas that streamlined the used vehicle safety check process which led to more vehicles checked per day, a faster repair approval process, and increased revenue.
  • Resolved customer and employee concerns with compassion and urgency.

Education

High School Diploma -

Lawrence High School
Lawrence, NJ

Diesel Mechanics

Mercer County Technical Schools - Assunpink Center
Trenton, NJ

Skills

  • Leadership Experience
  • Team Building
  • Problem Solving abilities
  • Software/Hardware implementation
  • Communication skills
  • Organizational skills
  • Multitasking skills
  • Microsoft Office/Word
  • Salesforce, AS400, AiM Inspect, PSI Software experience

Timeline

Arbitrator II/Automotive claims specialist

Manheim PA Hub
12.2023 - Current

Vehicle Entry Supervisor

Manheim New Jersey
05.2018 - 12.2023

4T Trainer/Auditor

Manheim New Jersey
03.2016 - 04.2018

Condition Report Writer

Manheim New Jersey
02.2014 - 01.2016

Service Consultant

Coleman Buick/GMC
03.2013 - 01.2014

Service Manager

Davis Hyundai
08.2011 - 03.2013

High School Diploma -

Lawrence High School

Diesel Mechanics

Mercer County Technical Schools - Assunpink Center

Similar Profiles

CREATE PROFILE
Russell Wilbur