Daniel Malki

**** ****** ***** **. ***. ** • Springfield, Virginia 22152

703-***-**** • ac7fyq@r.postjobfree.com

PROFESSIONAL SUMMARY

Courteous service professional and leader with a high CSI (Customer Service Index) rating and 20 years of experience establishing valuable relationships with customers, team members, and business partners. Well versed in a variety of data entry software programs including spreadsheets, accounting, and payroll programs. Highly skilled in verbal and electronic communications, time management, negotiations, and achieving both corporate and customer goals.

SOFTWARE SKILLS

• Quickbooks Pro

• MS Excel

• MS PowerPoint

• MS Word

• ADP

• Mitchell Estimating

• Audatex Estimating

• Web-Est Pro

Estimating

• CCC ONE

• Identafix

• ALLDATA Repair

• R.O. Writer

WORK EXPERIENCE

General Auto Body September 2012 – Present

Owner Alexandria, Virginia

• Utilized best business practices, customer service principles, proper management of resources to increase sales capture rate from 41% to 91% and improve overall profitability.

• Provided industry leading service and consistently received outstanding feedback from clients for outstanding service referenced by multiple emails, online reviews, and high CSI rating.

• Identified client needs and referral opportunities to make appropriate referrals with local business partners such as rental car agencies, mechanic shops, and professional detailers.

• Participated, supported and developed effective relationships with all business partners including shop staff and vendors.

• Ensured staff complied with internal controls, operational and risk management policies.

• Pursued on-going education on leading industry technologies, software products, and customer service techniques to improve product quality, customer service, and profit margins

• Demonstrated mastery of financial business transactions such as check and credit card processing for services rendered, payments to vendors, and staff payroll

• Utilized online banking products, local branch services, and investment vehicles for business deposits, withdrawals, and long-term business growth.

• Conducted daily business accounting through the use of Quickbooks to balance accounts payables and receivables, monitor profit margins, and balance banking accounts.

• Negotiated insurance settlements; processed insurance paperwork; prepared estimates.

• Prepared estimates with Web-Est Pro software and initiated implementation of CCC1 work tracking software to improve time and inventory management.

• Hired, trained, and supervised team of five employees including two bodymen, one painter, one porter and one office assistant.

• Conducted job, labor and parts costing; ordered all repair parts. Fullerton Collision and Paint Center May 2002 – August 2012 Owner Springfield, Virginia

• Reviewed work volumes planned and continuously monitored staffing levels to ensure efficiency, quality work product, and effective customer service

• Tracked shop performance against key performance indicators and metrics and developed and executed strategies for improvement

• Established enhanced customer service through timely and efficient service utilizing verbal and electronic communications and setting shop appearance and communication standards

• Prepared estimates for collision repair, lot damage, transport damage, etc. as necessary using Audatex, Identafix, and ALLDATA software

• Purchased equipment, materials and supplies for the body shop and oversee maintenance and protection of shop equipment

• Reestablished closer working relationships with Progressive, Farmers, State Farm, and Allstate

• Increased shop efficiencies from 65% to 84.7% by tracking technician metrics and managing workflow to best utilize technician skills

• Managed staff of 5 Technicians and 2 office personnel

• Supervised the completion of work order forms to ensure accurate vehicle records

• Maintained and developed body shop staff and their professional and technical knowledge by recruiting, selecting, and training employees, and by providing educational opportunities

• Counseled and disciplined employees as necessary; planned, monitored and evaluated job performance, and conducted performance appraisals

• Managed the payroll process, approved bills and invoices, and reviewed spreadsheets for accuracy

Perfection Collision Center April 1998 – May 2002

Shop Manager Springfield, Virginia

• Operated a family owned and personally invested full service auto body repair facility

• Oversaw insurance claims, fleet car, and rental car accounts by maintaining contacts, creating invoices, and submitting supplements on damaged vehicles

• Maintained payroll, budgets, and account payables and receivables utilizing QuickBooks

• Generated vehicle repair estimates with Mitchell Estimating software, conducted quality control inspections of repaired vehicles prior to delivery

• Maintained constant contact with customers to update the status of repairs and insurance adjustments to their vehicles via email and phone

• Prepared deposit slips and made bank deposits on a daily basis and reviewed revenue versus expenditures to track changes that could affect operations SunTrust Bank June 1996 – April 1998

Teller Springfield, Virginia

• Welcomed customers, properly requested ID, and accurately processed customer cash, check, transfer, and statement transactions, with a balanced or reconciled drawer

• Opened and closed checking, savings, money market, and CD accounts and offered recommendations on additional services such as overdraft and credit cards

• Audited and restocked ATM machines on a daily basis

• Assisted customers with accessing safety deposit boxes and redirected special services to appropriate staff

AMC Theaters May 1994 – June 1996

Shift Supervisor Springfield, Virginia

• Audited cash registers and concession stand sales, created staff weekly schedules, and safely locked up cash in office safe

• Greeted customers, sold and collected admission tickets and passes, and verified ID for age appropriate films

• Provided assistance to patrons with special needs, directed customers to restrooms and concession stands, aided individuals with lost and found articles

• Counted and recorded tickets collected, filed paperwork, and prepared box office reports

• Operated concession stands and managed food and snack inventory EDUCATION

Robert E. Lee High School June 1997

High School Diploma Springfield, Virginia

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