Tray Manh Le
West Covina,CA
Summary
Customer-oriented General Manager with 18 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
22
22
years of professional experience
Work History
General Manager
Fixed Auto
03.2021 - Current
- Implemented staffing and procedure changes resulting in significant improvement in P&L
- Supervised team of N/A
- Improved shop flow to enable more work accomplished with current resources
- Effectively established credibility and positive business relationships with adjusters from various insurance companies
- Hired and trained staff; managed all business functions; maintained department paperwork
- Maintained effective working relationships with customers and colleagues
- Successfully maintained top customer service ratings
- Implemented and trained all employees on Audatex and Pathways/CCC estimating platforms
- Responsible for handling FARMERS DRP, Mercury CARS Accounts
- Checked completed vehicles for quality assurance
- Evaluated completion of vehicles coming to shop, monitored regular progress, and suggested required safety procedures
- Followed manufacturer's quality control processes and standards.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
General Manager
Crash Champions Collision Repaire – Fullerton East
08.2020 - 03.2021
- Implemented staffing and procedure changes resulting in significant improvement in P&L
- Supervised team of N/A
- Improved shop flow to enable more work accomplished with current resources
- Effectively established credibility and positive business relationships with adjusters from various insurance companies
- Hired and trained staff; managed all business functions; maintained department paperwork
- Maintained effective working relationships with customers and colleagues
- Successfully maintained top customer service ratings
- Implemented and trained all employees on Audatex and Pathways/CCC estimating platforms
- Responsible for handling FARMERS DRP, Mercury CARS Accounts
- Checked completed vehicles for quality assurance
- Evaluated completion of vehicles coming to shop, monitored regular progress, and suggested required safety procedures
- Followed manufacturer's quality control processes and standards.
General Manager
360 Autoworks
01.2018 - 03.2020
- Implemented staffing and procedure changes resulting in significant improvement in P&L
- Supervised team of 20 employees
- Improved shop flow to enable more work accomplished with current resources
- Effectively established credibility and positive business relationships with adjusters from various insurance companies
- Hired and trained staff; managed all business functions; maintained department paperwork
- Maintained effective working relationships with customers and colleagues
- Successfully maintained top customer service ratings
- Implemented and trained all employees on Audatex and Pathways/CCC estimating platforms
- Responsible for handling FARMERS DRP, Mercury CARS Accounts
- Checked completed vehicles for quality assurance
- Evaluated completion of vehicles coming to shop, monitored regular progress, and suggested required safety procedures
- Followed manufacturer's quality control processes and standards.
General Manager
Service King Collision Center
11.2014 - 01.2018
- Responsible for shop’s profitability, productivity, quality, service and safety
- Oversaw all special areas and ensured repairs are carried out effectively and promptly to meet deadlines
- Monitored work efficiency and process to ensure quality repairs and customer satisfaction
- Allocated labor hours to technicians, paint team
- Reviewed technician’s productivity reports and the corresponding timesheets on a weekly basis
- Enrolled in Mentor program for coaching and developing Estimators and staff
- Handled DPR accounts (Farmers, AAA, Allstate, Mercury Express Program)
- Maintained a consistent CSI score of 96% or higher
- Built and maintained good rapport with insurance adjusters
- Planned daily production schedule and production meeting to communicate priorities to staff
- Handled scheduling, oversaw the body shop technicians and their work
- Supervised day-to-day operations of the business and ensured company’s operating procedures are followed
- Reviewed repair cost estimates, quality of completed work, and ensured warranty work.
Service Advisor / Assistant Manager
Service King Collision Center
09.2014 - 11.2015
- Responsible for handling FARMERS DRP, Allstate, and AAA accounts
- Enrolled in Mentor program for coaching and training new estimators
- Handled DPR accounts (Farmers, AAA, Allstate, Mercury Express Program)
- Maintained a consistent CSI score of 96% or better.
Body Shop Estimator
Marco’s Collision Center
11.2005 - 09.2014
- Determined estimates on vehicle damage and repair through comparison and evaluation
- Reviewed facts of matter and ensured all claims featured only related damages
- Worked with many Insurance partners under DRP environment and able to meet insurance guidelines
- Able to work in a fast-paced environment and maintain LOR to a minimum during the repair process
- Worked with customers on negotiation and plans for cost of up-sell items
- Worked closely with technicians on evaluation and approval of repair orders to meet customer’s satisfaction
- Monitored repair services and followed up with customers for feedback.
Field Claim Representative
Farmers Insurance
11.2001 - 11.2005
- Visited body shops within the assigned territory inspecting vehicles and negotiate repairs
- Handled and responded to all claims inquiries with Insured and claimants
- Provided good customer service by working with body shops to get customer car back to pre-loss condition.
Education
Bachelor of Science - Finance, Real Estate And Law
California Polytechnic State University-Pomona
Pomona, CASkills
- Complex problem solver
- Detail oriented
- Team player
- Experience in auto body repair estimates
- Customer service
- Solid background in DRP procedures
- Make independent decisions regarding customer needs and meeting insurance company requirements
- Excellent customer skills using appropriate estimating software
- Familiar with evaluation devices for testing and vehicle inspection
- Process Automation
- Customer Relationship Management
- Vendor Sourcing
Referrals
Available Upon Request
Education Training
- 2001 Bachelors of Science in Finance, California State University Polytechnic Pomona
- ASE Certified B6
- I-Car Platinum
Timeline
General Manager
Fixed Auto
03.2021 - Current
General Manager
Crash Champions Collision Repaire – Fullerton East
08.2020 - 03.2021
General Manager
360 Autoworks
01.2018 - 03.2020
General Manager
Service King Collision Center
11.2014 - 01.2018
Service Advisor / Assistant Manager
Service King Collision Center
09.2014 - 11.2015
Body Shop Estimator
Marco’s Collision Center
11.2005 - 09.2014
Field Claim Representative
Farmers Insurance
11.2001 - 11.2005
Bachelor of Science - Finance, Real Estate And Law
California Polytechnic State University-Pomona
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