Tina Costa
JUPITER,FL
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams. Writing estimates and successfully managing DRP accounts with Geico, State Farm, Liberty Mutual and Amica. Along with the DRP accounts I have handled Progressive, Allstate and USAA repairs. Very knowledgeable when it comes to vehicles and the process of properly repairing vehicles to maintain customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Owner/Manager
Oceanside Epoxy & Coatings LLC
Jupiter, FL
01.2020 - 01.2025
- Trained and motivated over 5 employees to perform daily business functions.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed day-to-day business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated suppliers to maintain cost controls and improve operations.
- Established foundational processes for business operations.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
Service Advisor
Caliber Collision
Jupiter, FL
03.2016 - 02.2020
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Documented problems and corrective actions to maintain records.
- Developed estimates by costing materials, supplies, and labor.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Suggested additional services to customers in order to meet upsell goals.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
Production Manager
Caliber Collision
Jupiter, FL
07.2014 - 03.2016
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
- Oversaw quality control efforts, maintaining strict adherence to industry standards and regulatory requirements while achieving high levels of customer satisfaction.
- Sourced materials to keep up with production goals and meet customer demands.
- Reduced waste and material costs by optimizing resource allocation and inventory management.
- Estimated labor requirements to support anticipated workload.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Implemented preventive maintenance programs for equipment, extending their lifespan and minimizing downtime due to malfunctions.
- Managed 7 body techs, 2 painters and 3 detailers daily.
Customer Service Representative
Caliber Collision
Jupiter, FL
03.2014 - 07.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Educated customers about billing, payment processing and support policies and procedures.
Office Manager
Zero 6 Customs & Collisions
Stuart, FL
06.2012 - 12.2013
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Optimized office space utilization, leading to more efficient and productive work environment.
Education
High School Diploma -
Jupiter Community High School
Jupiter, FL05.2011
Skills
- Estimate preparation
- Cost estimation
- Estimating software ( Mitchell, CCC & Audatex )
- Customer Relations
- Profit and Loss Analysis
- Accounts Payable and Accounts Receivable
- Analytical and Critical Thinker
- Report Creation
- Multi-Line Phone Talent
Accomplishments
Platinum ICAR Estimator
Certification
- I-Car Platinum Estimator Certification
- Steel GMA Certified, I-Car
Contact
JUPITER, FL 33478
Education
Jupiter, FL
Timeline
Owner/Manager
Oceanside Epoxy & Coatings LLC
01.2020 - 01.2025
Service Advisor
Caliber Collision
03.2016 - 02.2020
Production Manager
Caliber Collision
07.2014 - 03.2016
Customer Service Representative
Caliber Collision
03.2014 - 07.2014
Office Manager
Zero 6 Customs & Collisions
06.2012 - 12.2013
High School Diploma -
Jupiter Community High School