Customer Service General Manager
Resume:
Edgar Wiltz
Grand Prairie, TX *****
***************@******.***
Strong, driven, professional & multifaceted leader with a high level track record for growth and execution. Over a decade of progressive experience and focus in Strategic Business Operations, Sales/ Marketing Management, P&L and budgeting.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
General Manager
Stress Free Auto Care - Milpitas, CA
January 2020 to Present
• Hires, trains and motivates all department managers.
• Directs and monitors all management or supervisory personnel functions and completes formal performance evaluations of all department managers at regularly scheduled intervals.
• Plans operations for the coming year and submits to the dealer for approval.
• Meets with the comptroller/office manager monthly to review departmental forecasts for consistency with the annual forecast.
• Meets with managers individually to develop monthly and annual goals and objectives, and to review actual performance.
• Monitors the daily operating control (DOC), recommending improved courses of action where necessary.
• Provides dealer with accurate weekly reports on the financial condition of the dealership.
• Ensures that the monthly financial statement is complete, accurate and submitted on time to the factory.
• Develops and maintains a good working relationship with lending institutions and manufacturer personnel.
• Communicates management policies and procedures to all employees and ensures that they are understood and followed.
• Provides enthusiastic leadership to help shape employees' attitudes and build morale.
• Holds regularly scheduled managers meetings to ensure that every department is operating efficiently and profitably.
• Reviews all requests for training, approves those which are appropriate and consistent with the dealership's goals for professional/technical ability and advancement, and monitors their effectiveness.
• Reviews and approves compensation plans for all employees.
• Coordinates with the business office to ensure that records and analyses are maintained accurately.
• Develops merchandising strategies and assists in creating effective, cost-efficient advertising programs.
• Resolves any customer complaints that department managers are unable to rectify.
• Other tasks as assigned.
Branch Manager
Auto-Chlor Systems - San Francisco, CA
October 2014 to December 2019
• Provides timely and quality repairs of customers' products
• Maintains high-quality customer service by assisting with all escalations
• Train Service and Sales Representatives in all areas of responsibilities including customer service, equipment service, companion sales, price increases and resigns and collection management
• Managed stock inventory to be compliant with company guidelines and standards
• Performed EOD, EOM, & EOQ cycle counts of equipment inventory
• Create & mange quarterly & annual inventory budget ranging from $7M to $18M
• Obtains receipts and signatures while collecting payments for services and inventory
• Works to reduce delinquency and accounts receivable without sacrificing customer service standards or relationships
• Managed supply chain of commercial kitchen equipment & chemical purchases from origin to final destination
Head of Maintenance
Holiday Inn Express and Suites - Clinton, MS
February 2014 to September 2014
• Maintained all facility repair and work orders for damaged or malfunctioning items (i.e. air conditioners/ heaters, pools/spas, plumbing, etc.)
• Installed telephone lines and internet routers
• Prepared daily reports to track all issues handled
• Distributed tasks daily to staff who reported to me
• Located contractors and contract out work for any areas needed
• Held monthly staffing meetings
Lead Production Technician
Nissan North America - Canton, MS
February 2013 to January 2014
• Managed a group of production technicians that built auto units on an assembly line
• Ensured production area was safe to work, productive and had required inventory
• Assigned personnel to assist with production processes to ensure production integrity
• Worked closely with all other divisions within the plant to assure that each finished product met all ISO9000 & ISO14000 compliance assigned for each zone
• Controlled operating supply usage for assigned zones to maintain and adhere to the budget
• Ensured assembly line efficiency and neatness to minimize downtime Drilling Fluids Engineer
SWACCO LLC - Bakersfield, CA
May 2012 to January 2013
• Rig-up and tested mud system and surface equipment
• Distributed well site data to appropriate contacts
• Setup monitors and maintained an accurate depth tracking system at all times
• Identified problems, deviations, and took appropriate actions Mechanical Technician IV
Hewlett Packard - Houston, TX
February 2010 to March 2012
• Built network servers and cabs for various clients (Facebook, MSN, BING, Lockhead Martin)
• Rolled out a multimillion dollar product for the company (initial design and configuration of the
"Buccaneer" Product Line
• Inspected end result of product for quality while making sure all parts were correct and operating properly
• Installed components, cable management, wired and serviced products Service Manager
Pep Boys-Manny, Moe & Jack - Marietta, GA
February 2001 to December 2009
• Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Set up interviews, controlled the hiring process, and trained new hires
• Directed procurement of all types of company owned and operated automotive equipment, materials, supplies, and parts required to maintain automotive equipment, garages, and storage facilities
• Maintained recovery and securing of service center for unclaimed customer vehicles at close of each business day
• Managed daily preparation of service center, service desk, and equipment prior to each day Education
Associate in Air Force Applied Science/Logistics
Community College of the Air Force Applied Science Skills
• training
• budget
• Marketing
• Strategic Planning
• retail sales
• Microsoft Powerpoint
• Budgeting
• Microsoft Word
• Customer Service (10+ years)
• Excel (5 years)
• Team Management (10+ years)
• Shipping & Receiving (10+ years)
• Leadership Experience
• Warehouse Experience
• English
• Employee Evaluation
• Organizational Management
• Microsoft SharePoint
• Change Management
• Outside Sales
• Logistics
• ERP Systems
• Process Improvement
• Production Management
• Quality Assurance
• Supply Chain
• Forecasting
• Risk Management (8 years)
• SharePoint
• Data Center Experience
• Supervising Experience
• Profit & Loss
• Program Management
• Military Experience
• Operations Management
• Auto service management
Military Service
Branch: Air Force
Service Country: United States
Rank: E3
October 1997 to September 2000
Medical Logistics Journeyman
• Worked with a small team of planners and medical maintenance specialists to conduct research in evaluating federal government medical logistics equipment purchases designed to improve the nation’s military medical education and training capability
• Responsible for developing the Acquisition Plan for the purchase and installation of approximately 100K items valued at over $50M
Awards
President’s Club
July 2018
Award for Outstanding Achievement I’m Outside Sales. Top 10% of the Company, #1 in the Region Assessments
Basic Maintenance and Repair — Proficient
March 2020
Performing basic repairs and maintenance for apartment complexes, office buildings, and other facilities.
Full results: Proficient
Data Analysis — Completed
February 2020
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data. Full results: Completed
Customer Focus & Orientation — Highly Proficient
February 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Mechanical Knowledge — Proficient
February 2020
Understanding and applying mechanical concepts and processes. Full results: Proficient
Project Management Skills: Time Management — Proficient June 2019
Measures a candidate's ability to prioritize and allocate time to effectively achieve project deliverables. Full results: Proficient
Organizational Skills — Proficient
April 2020
Arranging and managing information or materials using a set of rules. Full results: Proficient
Basic Maintenance and Repair — Highly Proficient
April 2020
Performing basic repairs and maintenance for apartment complexes, office buildings, and other facilities
Full results: Highly Proficient
Workplace safety — Expert
April 2020
Using safe practices at work
Full results: Expert
Warehouse associate — Expert
January 2020
Assesses the tendencies that are important for success in warehouse roles. Full results: Expert
Automotive maintenance — Highly Proficient
January 2021
Knowledge of vehicles, vehicle maintenance, and repairs Full results: Highly Proficient
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