Customer Service Human Resources
Resume:
JERRY
CRESPO
**************@*****.***
Miami, FL 33125
SKILLS
●Bachelor's Degree in Business Administration; Accomplished Advance Microsoft Pro, Excel, QuickBooks Pro Series, Sage Business Works, Peachtree Accounting, PowerPoint and Focus Advance POS Systems training.
●Extensive professional sales and management training, procurement experience; along with human resources, accounts payable, accounts receivable, general accounting, reconciliations, bookkeeping and payroll.
●Proven record in full logistics coordination and execution.
●Excellent managerial, customer service and multi-tasking skills. Exceptionally intelligent, impeccably punctual, articulate, personable, dependable, creative, driven; and fully bi-lingual in English and Spanish
●Communication skills, Customer service, Management, Time management
●Tool and Parts Inventory Oversight
●Policy and Procedure Enforcement
●Employee Safety Training
●Quality Control
●Staff Supervision
●Inventory Management
●Risk Management
●Shift Scheduling
●Customer service management
●Documentation and reporting
●Strategic business planning
●After-sales support
●Budgeting
●Employee supervision
●Contract Management
●Quality assurance
EDUCATION
University of Miami
Miami, FL • 01/2004
Bachelor of Arts: Business Administration
Gold Coast School of Realty
Miami • 01/2001
Mortgage Brooker Course: Mortgage Brooker
PROFESSIONAL SUMMARY
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
WORK HISTORY
305 Mufflers - Service Manager
01/2019 - Current
●Direct and schedule work of all shop employees
●Establish and maintain good working relationships with insurance adjusters
●Establish and maintain good working relationships with customers to encourage repeat and referral business
●Forecast goals and objectives for department and strive to meet them
●Hire, train, motivate and monitor performance of all body shop employees
●Implements aggressive marketing plan to increase body shop business
●Give fare estimates on costs and time required for body work
●Follow up on parts orders to ensure parts availability
●Monitor progress and completion of vehicles in shop, ensuring that proper repair and safety procedures are followed
●Maintain high-quality service repairs and minimize comebacks
●Conduct periodic spot checks of completed jobs for thoroughness and quality
●Check quality of completed work
●Handle customer complaints immediately and according to the shop's guidelines.
●Followed up with customers during and after installations to verify satisfaction
●Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
Miami Auto Sports Teknik - Service Manager
Doral, FL • 01/2016 - 01/2019
●Ascertain automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
●Verify warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
●Develop estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
●Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system
●Maintain customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
●Maintain automotive records by recording problems and corrective actions planned
●Update job knowledge by participating in continuing educational opportunities; reading manufacturers' publications.
Auto Painting USA - Body Shop Estimator
Miami, FL • 01/2012 - 01/2016
●Provide written estimates for all vehicle repairs
●Distributed ordered components to appropriate technicians to complete repairs.
●Replaced and repaired vehicle parts according to work order instructions.
●Inspected new parts and areas of repair to verify correctness and quality.
●Created and reviewed work orders detailing required repairs per shop and manufacturer guidelines.
●Prepared logs on each repair and maintained customer records for each job.
●Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
●Evaluated OEM manufacturer schematics and service documentation to identify parts to order.
●Demonstrated respect, friendliness and willingness to help wherever needed.
●Worked flexible hours; night, weekend, and holiday shifts.
●Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment.
Quick Loan Marketing, LLC - General Manager
01/2007 - 01/2012
●Outsourced direct marketing for various mortgage companies
●Process outsourced mortgage loans (purchases and refinances) for various mortgage companies
●Work hand-in-hand with realtors, lenders, appraisers, title companies and consumers to ensure timely closing
●Launched new cross-platform marketing campaigns through print, radio, and television advertising, resulting in 33% increase in customer loyalty
●Managed budget implementations, employee reviews, training, schedules and contract negotiations.
●Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
●Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
●Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
●Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
●Developed effective business plans to align strategic decisions with long-term objectives.
Hartland Financial Corp - Branch Manager
Hollywood, FL • 01/2003 - 01/2007
●Initiate and supervise all marketing products as well as Branch's daily operations
●Hire and train new loan officers
●Conduct sales and production meetings
●Supervise 30 mortgage loan officers every step of way from initiation to closing of mortgage loans.
●Initiate and supervise all marketing products as well as Branch's daily operations
●Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives,
products, and services
●Prepare financial statements for the branch.
●Manage employees and lead day-to-day responsibilities.
●Assist with customer service to ensure overall customer satisfaction.
●Oversee reports for budgets and financial reports.
Create plans and forecasts that are built to fit future needs.
●Work to grow business and customer acquisition.
●Maintained friendly and professional customer interactions.
●Assessed employee performance and developed improvement plans.
●Met deadlines by proactively managing individual and team tasks and streamlining processes.
●Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
●Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
●Recommended loan approvals and denials based on customer loan application reviews.
●Submitted loan applications to loan underwriter for verification and recommendation.
Union Equity Corp - Loan Officer
01/2000 - 01/2003
●Advise clients about the risks, consequences, and benefits of alternative lending solutions
●Develops loan applications by evaluating applicant information and documentation
●Consult with clients about their lending needs to help them achieve their financial goals, including the collection and analysis of information about the client's financial situation.
●Approve loans by issuing checks or forwarding applications to loan committee
●Complete loan contracts by explaining provisions to applicant, obtaining signatures and collecting fees
●Prepares and submits timely and accurate loan files
●Use state of the art technology to manage loan pipeline and conduct credit and underwriting analysis
●Update job knowledge by participating in educational opportunities, reading professional publications, maintaining professional networks and participating in professional organizations
●Help customers by answering questions and responding to requests
●Maintain customer confidence by keeping loan information confidential
●Evaluate loan applications and documentation by informing applicant of additional requirements
●Reject loans by explaining deficiencies to applicants
●Schedule and track closing dates, contingency dates, and loan lock expirations.
LANGUAGES
Spanish
Full Professional
English
Full Professional
.
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