Business Management Customer Service
Resume:
DERRICK C. GOLDEN, SR.
254-***-**** Harker Heights, Texas 76548 *********@*****.***
EDUCATION
Texas A & M University, Killeen, Texas
Bachelor of Applied Science in Business Management June 2019
Central Texas College, Killeen, Texas
Associate Degree in Business Management July 2017
WORK EXPERIENCE
HIGH QUALITY COLLISION, Killeen, Texas
Shop Manager Feb 2024 to Present
Open / Close shop and ensure presentable appearance.
Receive, inspect and determine extent of damage to vehicles.
Create working files for each vehicle.
Communicate with customers to explain costs and repairs, and vehicle status.
Coordinate repairs with technicians to ensure timely completion and quality standards are met.
Deliver, review, and address questions/concerns regarding repaired vehicles with customers.
Close customer files and process all payments.
Parts Manager
Order, track, and receive parts for repairs.
Organize, store, and deliver parts to the shop floor when needed.
Process and track returns for incorrect or damaged parts.
Maintain inventory of parts through documentation to minimize loss.
Communicate with shop owner and vendors on status of parts.
SOUND UNITED / MASIMO CONSUMER, Vista, California
Regional Sales Manager / Brand Activator Sep 2017 to Aug 2023
Promoted product lines by coordinating training with store managers in 96 locations, across 13 states.
Promoted the sales of appropriate services, parts, and accessories by thoroughly understanding the product and associated service requirements.
Created sales goals for each store and communicated with management.
Evaluated metrics on product lines and communicated how to adjust product inventory.
Listened to managers and clients to determine and exceed expectations.
Prepared monthly and quarterly sales reports and submitted findings and analyses to senior management.
Set the standard for professionalism and customer service within a region of 13 states.
Provided accurate cost and time of completion estimates for recommended services and obtained proper authorization from customers.
Administered warranty repairs in accordance with manufacturer guidelines.
SOUTHERN STAR INC., Temple, Texas
Regional Manager / Field Service Manager /Technician Oct 2010 to May 2017
Developed, implemented, and executed site reviews, quality control reviews, field site reviews, quality control reviews, and employee/contractor reviews.
Provided leadership to subordinates through counseling and mentorship.
Established up and down line of communication via virtual team meetings, documented subject matter, attendance, and assignment of task spreadsheets to ensure task completion.
Assessed progress of services throughout the week and communicated any changes in cost, promised time of delivery, or recommended services to team and customers.
Created quarterly plans and goals for the region with measurable metrics.
Developed and implemented methods and work practices to increase productivity, accuracy, and profitability by 22%.
Conducted, oversaw, and evaluated all training of employees and contracted agents to ensure that work teams were able to meet safety, performance, quality, and customer service expectations.
Facilitated growth of Smart Home Sales to become the #1 region in the company.
Planned, managed, maintained, and executed a $6 million budget.
Managed vehicle acquisition for regional operations.
Determined the sustainability of current fleet and developed a rotational plan to ensure only mechanically sound vehicles were in operation.
Tracked mileage, scheduled maintenance, and developed maintenance plans to ensure the positive health of the fleet.
Conducted various training courses for technicians to increase job effectiveness.
Determined reasons for performance issues and provided proactive solutions.
Submitted productivity reports daily.
Facilitated parts ordering, inventory, and asset accountability.
HOME DEPOT, Temple, Texas
Department Manager /Lead Inventory Management Supervisor Mar 2007 to Sep 2010
Supervised a team of associates.
Managed 10,000 product lines.
Closed and opened store.
Enforced all company security procedures and operations.
Prepared store for accurate count on physical inventories.
Administered product warranty repairs in accordance with manufacturer guidelines.
Managed and complied with a variety of merchandise maintenance and operational programs.
Performed store and area audits with a 100% accountability rating
Traveled district-wide to assist with store-wide inventories throughout other stores.
UNITED STATES ARMY [SFC/E-7; 92A/63X], Assignments worldwide
Operations/Personnel Manager 1998 to 2007
Coordinated, planned, and facilitated logistical, tactical, and combat operations for eight separate organizations (1300 persons) to include personnel, equipment, training, tasking, inspecting, and reporting.
Maintained a 100% readiness rate of all radar surveillance systems during a one-year deployment in Iraq (12/05 to 11/06).
Managed logistics for personnel and equipment movement in deployment to and from The Middle East.
Tracked over 100 combat logistical patrols; achieved a 100% success rate.
Supervised the maintenance and upkeep of real property and equipment valued at $1.5 million.
Planned, coordinated, and supervised daily administrative and operational activities and human resources: staffing, promotions, awards, disciplinary action, counseling, and performance appraisal.
Maintenance Control/QA Manager 1998 to 2003
Coordinated the maintenance operations for 150 pieces of tactical equipment; supervised a team of 54.
Managed workload, production, and backlog reduction of nine maintenance sections and two maintenance support teams; tracked and expedited repair parts and maintenance equipment.
Responsible for tools and equipment valued at approximately $9.5 million.
CERTIFICATIONS
Completed online certification courses in Customer Service, Human Resource Management, and Team Building (Mar 2017)
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