Estuardo Tschen Schwank

San Jose CA ***** 845-***-**** admq7n@r.postjobfree.com

Hardworking and accountable customer service professional with 10+ years of experience, technical background, and CompTIA A+ certification. Skilled at balancing customer needs and company demands to increase customer satisfaction and achieve sales and delivery goals. Excited to contribute this combination of skills to a client-facing technical role.

Dedicated and growth-focused professional with hands-on experience increasing business sales, administering diverse operations, and leading cross-functional teams.

Career Experience

Fix Auto Autobody, San Jose / Fremont, CA 2019 – Present

Auto Body Manager / Estimator

Leverage expertise in managing various aspects of repairs, such as distributing paperwork, coordinating sublet as well as monitoring, negotiating, and scheduling repair. Monitored and regulated DRP and KPIs to maintain as part of the top three shops in the area. Develop strong coordination with vendors to enhance profit margins. Research and collaborate with proper manufacturer repair procedures and technical support.

●Implement a new scheduling system to better balance workload and increase employee efficiency by 30%

●Independently maintain positive relationships with insurance companies, increasing profit margins to 20%

●Managed key DRP KPI performance goals, improving performance by 40%

●Maintain CSI score above 9.5 average through review of customer service and upsell system, leading to growth in sales revenue by 50%

●Established parts inventory process and developed a better relationship with vendors through renegotiating contracts to increase margins by 15%

●Manage and optimize billable hours and technician productivity through sales training

●Research and comply with proper manufacturer repair procedures and technical support improving

Fireclay Tile, Salinas, CA 2017 – 2019

Glaze Line Supervisor

Spearheaded individuals in the manufacturing of Ceramic Tiles to enhance overall productivity. Implemented best practices to enhance end-to-end manufacturing capabilities. Oversaw product lines and fulfilled production schedules by organizing daily work and vacation schedules. Coordinated with all departments to identify and improve product workflow.

●Increased manufacturing capabilities by implementing Lean Manufacturing approach that resulted in the reduction of equipment downtime and increased production up to 90% in 1 year

●Provided technical support and training for 30 manufacturing technicians to ensure adherence to company processes, policies, and values

●Maintained production schedule using strong organizational skills to attain a 100% on-time delivery status of customer orders

●Acted as a liaison between various departments and identified product workflow increasing trust, transparency, and control

●Provided extensive training on sales processes and tools for 30+ employees

Moses Auto Service, Dallas, Texas 2015 – 2017

Automotive Shop Manager / Technician

Utilized exceptional expertise to assist with repairs and maintenance of equipment and vehicles. Crafted detailed estimates for customers after completing initial inspection and diagnosis. Directed employees to complete tasks within the deadline. Formulated accurate business reports and service records, while ensuring precision and accuracy. Distinguished for performing skilled mechanical work.

●Supervised and assisted employees with repairs and maintenance of equipment and vehicles

●Delivered detailed estimates to customers after completing an initial inspection/diagnosis that lead to an 80% decrease in time to complete and generating greater turnaround from lead to sales.

●Implemented SOPs and better production processes to reduce turnaround times by 50%

●Maintained accurate business reports and service records

●Obtained 70% sales increment in the repair shop by implementing better customer service and upsell system review

Fast-Mecanix, Guatemala, CA 2010 – 2014

General Manager

Managed day-to-day tasks and inventory of the shop to streamline operations. Leveraged in-depth knowledge to conduct professional workshop administration. Promoted company services and products as well as managed warehouse inventory and business revenue.

●Developed efficient processes for purchasing, receiving, and inventory management, decreasing inventory costs by 40%

●Streamlined and automated car repair shop operations, resulting in a 100% increase in productivity in the last year

●Coordinated with the sales department to maximize revenue by implementing used car sales.

●Created a comprehensive training program for all employees, increasing sales by 60% from the previous year

●Promoted company services and products through strong professional communication skills leading to an increase in sales

Additional Experience

New Car Sales Advisor, Shop Manager

Customer Service and Collections, Used Car Sales Advisor

Education

Bachelors in Business Administration Atlantic International University, Honolulu, Hawaii

Associates Degree in Business Administration Universidad Galileo, Guatemala City, Guatemala

4th Semester of Industrial Engineering Universidad Rafael Landivar, Guatemala City, Guatemala

Credentials

Lean Six Sigma (Green Belt)

Google IT Support, Certificate

CompTIA A+ IT, Certificate

Bilingual: English and Spanish

Core Competencies

Sales, Team Management, Quality Management, Process Improvement, Six Sigma, Problem-solving, Multitasking, Communication, Organization,

Production, Team, Project, and Quality Management

Automotive Collision Estimating, Diagnostics, and Mechanical Repair, Aviation Mechanics

Lean Six Sigma, Manufacturing Process Improvement

IT Technical Support, Computer Networking, Operating System

General Electronics, Schematics, Pcb, Calibration, Soldering, and general Welding

Technical Skills

Sales skills - Expert

Basic mechanical knowledge - Expert

Basic maintenance and repair - Proficient

Basic computer skills - Proficient

Advanced attention to detail - Proficient

Proficiency with: CRM (Salesforce) Microsoft Office (Outlook, Excel, Word), and CCC

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