Summary
Overview
Work History
Skills
Timeline
Generic

Tracy Watkins

Haw River,NC

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

23
23
years of professional experience

Work History

Parts and Service Director

EchoPark Automotive
Charlotte, NC
02.2020 - 01.2024
  • Maintained relationships with vendors to ensure timely delivery of parts orders.
  • Performed regular inspections of shop facilities to maintain cleanliness standards.
  • Ensured compliance with all safety regulations in the shop environment.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Managed customer service satisfaction surveys for all service departments.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Implemented procedures to streamline workflow processes throughout the shop environment.
  • Developed policies, procedures, and job descriptions for all positions within the shop.
  • Analyzed monthly financial reports to determine profitability of each department.
  • Conducted periodic performance reviews of all staff members in parts and service departments.
  • Oversaw the ordering of parts, inventory control, and stock levels.
  • Assigned work and monitored performance of project personnel.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Resolved customer disputes or escalated them when necessary to management team.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coordinated staff training programs for both new and existing technicians.
  • Recruited and trained new employees to meet job requirements.
  • Produced thorough, accurate and timely reports of project activities.
  • Delegated work to staff, setting priorities and goals.
  • Identified opportunities for cost savings initiatives in both parts and service departments.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Supervised the daily operations of the parts and service departments.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Reviewed technician time cards on a weekly basis for accuracy and efficiency.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Analyzed business performance data and forecasted business results for upper management.
  • Understood and followed oral and written directions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Operations Training Manager

A World of Training
Valrico, FL
12.2017 - 12.2020
  • Led training classes and recorded instruction for later use.
  • Conducted regular assessments to identify areas of improvement in operational processes and protocols.
  • Promoted a culture of continuous learning by organizing educational seminars and workshops related to operations topics.
  • Reported progress against planned activities to secure management support and achieve objectives.
  • Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
  • Used expert platform and third-party application knowledge to customize and deliver virtual and in-person training.
  • Created and maintained detailed training manuals, presentations, and other materials for use in operational trainings.
  • Assisted in the design and implementation of new operational procedures based on best practices identified through research and analysis.
  • Analyzed each department's training needs and developed new training programs based upon data collected.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Coordinated with managers to identify skill or knowledge gaps and implement training needs.
  • Offered specific training programs to help workers generalized and job-specific abilities.
  • Organized manuals, multimedia visual aids and other educational materials to aid training.
  • Advised senior management on ways to improve the overall efficiency of operations training activities.
  • Roleplayed various scenarios with teams to build confidence in handling situations.
  • Provided ongoing feedback to staff on their performance during operational trainings.
  • Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.

Warranty Manager

Tom Johnson Camping Center
Concord, NC
09.2000 - 09.2017
  • Negotiated with suppliers to ensure compliance with contractual obligations and warranty requirements.
  • Compiled monthly reports on warranty performance metrics for senior management review.
  • Maintained records of all product warranties and associated documentation.
  • Reviewed and analyzed warranty claims to determine coverage eligibility.
  • Facilitated communication between customers and internal teams when resolving issues arising from defective products covered by a manufacturer's warrantee policy.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Investigated customer complaints related to product quality or service provided under a manufacturer's warrantee policy.
  • Tracked data related to returns, repairs, replacements, and credits for reporting purposes.
  • Delegated work to staff, setting priorities and goals.

Skills

  • Sales Support
  • Scheduling and Planning
  • Parts Procurement
  • Staff Management
  • Business Development
  • Revenue Forecasting

Timeline

Parts and Service Director

EchoPark Automotive
02.2020 - 01.2024

Operations Training Manager

A World of Training
12.2017 - 12.2020

Warranty Manager

Tom Johnson Camping Center
09.2000 - 09.2017

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Tracy Watkins