Douglas

E Julian

**** ******* *****

North

Canton, OH 44720

Home: ***/***-****

Cell: 330/451-

9179

E mail:

ablupv@r.postjobfree.com

____________________________________________________________________________

______________

Career Experience:

Charger Lanes, Norton, Ohio

Lead Mechanic 2008 -2010

Maintenance and repair for 32 lanes - converted A-2 with Vector

Plus Scoring

Attended Brunswick training for Vector scoring and A-2 Pinsetter

Increased average frames per stop from 300 to 900 in ten months

Established and enforced training and safety guidelines

Perform all aspects of pinsetter repairs except complete gear box

removal

Maintain and repair scoring

Repair and maintain foul light assemblies

Repair and maintain ball return and power lift assemblies

Established simplified stop codes for daily tracking of problems

Use electronic call program to record and track all stops

Established repair and adjustment documentation

Established lane machine maintenance program - Phoenix-S

Created check list for daily cleaning

Created Power Point training for counter help

Maintain parts inventory

The Goodyear Tire & Rubber Company, Akron, Ohio

Property Damage Claims Analyst 2000 - 2007

Provided fair and quantifiable responses to consumers and retail

outlets regarding claim decisions

{ranked in top of peer group}

Processed tire and automotive service related claims within the United

States and Canada

Responded professionally to written correspondence, e mail and

telephone referrals addressed to

executive offices from consumers, BBB, Attorney Generals,

Consumer Protection Groups and the

media

Professionally used analytical and customer satisfaction skills to

determine and explain claim

outcome

Assisted management to build process and practices guidelines

Developed the process necessary to utilize internet usage to

alleviate telephone call volume and

provide faster service to our consumers and retailers

Restructured telephone services to better utilize time

Responsible for updating department computers

Assigned by management as purchase agent for five separate

departments using ARIBA requisition

program, mainframe application, procurement card, capital budgets and

SAP

Assisted management to improve shipping and shipping related costs

Consumer Relations Senior Representative 1990 - 2000

Provided superior customer service and satisfaction to consumers

and retailers {ranked in top third

of peer group}

Responded professionally to written correspondence, internet and

telephone referrals to executives

from consumers {achieved 24 hour turnaround}

Presented communication and training processes during weekly staff

meetings

Achieved goals through annual personal activity plans

Maintained productivity rating of 91.2% {department average was

90%}

Excellent written and oral communication skills

Reduced abandoned call rate by increasing personal productivity

level

Resolved credit card and stop payment disputes efficiently

Professionally responded to complaints written through local and

government agencies such as BBB,

Attorney Generals Offices, Consumer Protection Groups and the

Media

Leadership: Team member of a workgroup that reduced the number of

form letters used by the

department

Leadership: Team leader of a special task group to assist non-

technical associates in communicating

efficiently with customers with automotive service related

concerns

Presentations: provided frequent work team progress reports to

staff and management

Service Manager - Top Volume Store in the District 1978 -

1990

Promoted to a store generating the largest volume in service sales

Utilized skills and business techniques to increase service sales

from 15K to 100K per month during

the twelve years spent at this location'

Controlled a parts inventory in excess of $80,000.00, managed

overtime, utilities, supplies,

equipment maintenance and other items which resulted in the

most profitable store service

department in the district

Established budgets and personal objectives resulting in service

sales success

Designed a scheduling program based on customer demand

Handled all customer contact which increased technician

productivity and promoted customer

satisfaction

Increased daily car count {customer base} from 11 cars per day to

50 cars per day during my

management

Determined within a short period that evening service hours were

needed. Implemented extended

hours as well as Sunday hours, creating more sales and

more flexibility for our customer's

Contributed in the development of an automotive service-scheduling

program that was instituted at

all company owned locations across the country

Participated in local media presentations used to promote proper

vehicle maintenance, as well as

training programs internally

Contributed to the design and implementation of a woman's car care

clinic that was turned into a national program nationwide

Established weekly meetings resulting in better communication,

keeping associates updated about

store performance results, addressing possible problem areas

and holding training sessions

Service Manager 1977 - 1978

Assisted a skilled team of managers in opening a new location to

capitalize on a large volume

service market

Established the location's parts inventory based on market needs

Established service hours based on market needs

Service Manager 1976 - 1978

Assistant Service Manager 1973 - 1976

General Service 1972 - 1973

Computer Skills:

PC & IBM

Internet

Microsoft Excel, Power Point, Word and Visio

Working knowledge of Microsoft Project

Working knowledge of Microsoft Access {data base software}

Education:

Green High School graduate 1971

Hobbies & Interests:

Bowling, golf, baseball, computers, working with youth {coached

little league baseball & bowling},

older farm tractors, repair & paint auto's - trucks - farm

equipment - lawn tractors

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