KRISTY ALLEN
Youngsville,NC
Summary
Experienced Service Manager offering 20+ years of experience in the automotive industry. Proficient in business practices, standards of operation and customer needs. Able to set and maintain high expectations for all team members. Experienced Auto Damage Appraiser well-versed in assessing and documented vehicle damage. Detail-oriented and hardworking with excellent customer service and organizational skills. Persuasive communicator and skilled negotiator looking for a new professional challenge with room for advancement.
Overview
21
21
years of professional experience
Work History
Auto Collision Estimator
Caliber Collision
Wake Forest, NC
08.2021 - Current
- Inspected vehicles to evaluate necessary repairs and determine extent of damage.
- Liaised between car owners and insurance agencies about auto damage and insurance claims.
- Used CCC1 and Mitchell to calculate damages and claim values.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Determined salvage value on total-loss vehicle.
Assistant Manager
AAA Carolinas
Wake Forest, NC
06.2020 - 06.2021
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands managing over 200 calls per day.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Service Manager
VanNess Chevrolet
CREEDMOOR, NC
03.2017 - 03.2020
- Collaborated with customers to discuss service needs and offer available solutions.
- Hired, trained, developed and monitored performance of service department staff.
- Defined department objectives and monitored performance.
- Monitored employee performance through effective data analysis of efficiency and key metrics.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Trained more than 5 advisors on standards, efficiency and conflict resolution for best-in-class customer service.
- Managed efficient teams of up to 16 employees including body technicians, advisors and clean up employees.
Body Shop Estimator
Thompson Cadillac
Raleigh , NC
03.2015 - 03.2017
- Responsible for writing automotive collision estimates and providing repair cost estimates to insurance companies. Inspect vehicle damage to determine extent of repairs needed.
- Order parts, assign techs, inspect vehicles throughout repair process, and do final inspection at completion time of work for quality control.
- Complete invoices at delivery of vehicle.
- Write estimates using various platforms: CCC and Mitchell.
- Prepared logs on each repair and maintained customer records for each job
- Created and reviewed work orders detailing required repairs per shop and DRP guidelines
Service Advisor
Universal Chevrolet
Wendell, NC
03.2011 - 03.2015
- Solve customer complaints, regarding their vehicle, with solutions assuring customer satisfaction.
- Confer with customers by telephone or in person to provide information about products or services, take or enter appointments, cancel accounts, or obtain details of complaints.
- Welcomed, greeted and assisted guests in high-traffic store, generating over $100K of dollars in business PER MONTH
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
- Developed estimates by costing materials, supplies and labor.
Office Manager/Estimator
Carolina Auto Body
Raleigh, NC
01.2001 - 03.2011
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Maintained computer and physical filing systems.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Maintained CRM database with customer updates and report generation.
- Used Pathways to calculate damages and claim values.
- Documented damage with photographs and detailed written descriptions.
- Distributed ordered components to appropriate technicians to complete repairs.
Skills
- Reporting and documentation
- Customer service
- All GM service manager courses taken
- CSI score 98
- NC Notary
- Repair process understanding
- CCC 1 and Mitchell
- Attention to Detail
- Claims inspections
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Auto Collision Estimator
Caliber Collision
08.2021 - Current
Assistant Manager
AAA Carolinas
06.2020 - 06.2021
Service Manager
VanNess Chevrolet
03.2017 - 03.2020
Body Shop Estimator
Thompson Cadillac
03.2015 - 03.2017
Service Advisor
Universal Chevrolet
03.2011 - 03.2015
Office Manager/Estimator
Carolina Auto Body
01.2001 - 03.2011
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