Summary
Overview
Work History
Education
Skills
Languages
Timeline
AssistantManager

Scott Stephens

San Francisco,CA

Summary

Dynamic professional with extensive experience in customer service and team leadership at Chilton Autobody. Proven track record in problem-solving and enhancing customer satisfaction through effective communication and accurate repair estimates. Skilled in task delegation and time management, consistently achieving high performance standards in fast-paced environments.

Overview

19
19
years of professional experience

Work History

Assistant Manager

Chilton Autobody
12.2018 - 08.2025
  • Supervised 15 employees day-to-day operations to meet performance, quality and service expectations when manager was not there.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.

Service Advisor

FH Dailey Chevrolet
10.2018 - 12.2018
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.

Collision Estimator

Chilton Autobody
10.2015 - 09.2018
  • Supported customers throughout the repair process, addressing concerns and providing updates on progress as needed.
  • Conducted thorough damage assessments, identifying all necessary repairs to restore vehicles to pre-accident conditions.
  • Demonstrated adaptability while managing multiple cases simultaneously under tight deadlines without sacrificing quality or accuracy in estimations provided.
  • Improved customer satisfaction by providing accurate and timely repair estimates for collision damages.
  • Ensured accuracy in repair estimates by utilizing cutting-edge software programs designed for the automotive industry.
  • Streamlined the estimation process by implementing efficient evaluation techniques, leading to faster turnaround times.
  • Maintained a strong attention to detail, ensuring all relevant information was accurately recorded and communicated to customers and insurance providers throughout the repair process.
  • Enhanced communication with insurance companies by effectively explaining repair requirements and negotiating fair compensation.
  • Maintained positive relationships with vendors, ensuring timely delivery of parts and materials for repairs.
  • Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations. There were also customers who did not schedule I wrote approximately 50 estimate per week.

Unemployed

Unemployment
09.2015 - 10.2015

I was currently in between jobs as Chilton Autobody did not want to hire immediately after leaving Geico

Auto Damage Adjuster

GEICO
01.2013 - 08.2015
  • Provided expert guidance to junior adjusters, helping them develop essential skills for success in the role.
  • Collaborated with repair shops to ensure accurate estimates and quality repairs for clients.
  • Negotiated fair settlements with claimants, balancing their needs with company interests.
  • Reduced fraudulent claims through thorough investigations and detailed documentation.
  • Conducted comprehensive vehicle inspections to accurately assess damage and determine repair costs.
  • Maintained positive relationships with policyholders, providing exceptional customer service throughout the claims process.
  • Proactively communicated with clients throughout the claim process, setting clear expectations and delivering updates as needed.
  • Coordinated with other departments to address any issues related to coverage or policy interpretation.
  • Improved customer satisfaction by efficiently addressing and resolving auto damage claims.
  • Negotiated with claimants to settle claims.
  • Issued payouts to claimants.
  • Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.

Student

Unemployment
10.2011 - 12.2012

was laid of I was laid off by American Medical Response. I was enrolled at San Francisco State trying to complete my business degree.I

911 Dispatcher

American Medical Response, AMR
10.2006 - 10.2011
  • Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
  • Answered 50 to 60 calls from automatic routing system and took basic information from callers per 12 hour shift.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Followed established protocols for professional handling of emergency situations.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Supported emotional well-being of callers, providing reassurance and instructions until help arrived.

Education

No Degree - Business Management

San Francisco State University
San Francisco, CA
05.2027

No Degree - Business Management

Canada College
Redwood City, CA
05.2011

Associate of Science - Exercise Science

Edmonds Community College
Lynnwood, WA
12.1993

Skills

  • Customer service
  • Problem-solving
  • Team leadership
  • Decision-making
  • Time management
  • Customer relations
  • Staff supervision
  • Task delegation

Languages

English
Native or Bilingual

Timeline

Assistant Manager

Chilton Autobody
12.2018 - 08.2025

Service Advisor

FH Dailey Chevrolet
10.2018 - 12.2018

Collision Estimator

Chilton Autobody
10.2015 - 09.2018

Unemployed

Unemployment
09.2015 - 10.2015

Auto Damage Adjuster

GEICO
01.2013 - 08.2015

Student

Unemployment
10.2011 - 12.2012

911 Dispatcher

American Medical Response, AMR
10.2006 - 10.2011

No Degree - Business Management

San Francisco State University

No Degree - Business Management

Canada College

Associate of Science - Exercise Science

Edmonds Community College