Insurance Manager Appointment Coordinator
Resume:
Heather A. Zlotek
* *********** ***** ****** ***** PA 18702
***********@*****.***
Objective
Dependable, hard working Automotive Manager with over 20 years of experience auto mechanics maintenance and repair leadership. Proven mentor, trainer, and director of multidisciplinary teams in line with aggressive performance metrics. Enhances service center reputations by accepting ownership for accomplishing new and different requests; always explores opportunities to add value to job accomplishments. Experience
October 2020 - February 2021
Collision Center Manager/Fixed Operations Recruiter
● Furnish vehicle damage estimates to clients compliant with DRP, PA state guidelines, and independent insurance company regulations and rules.
● Manage day to day business within the collision center including payroll duties and management of 9 technicians, an office admin, and assistant manager.
● Order and receive all parts required to complete repairs within the shop.
● Facility maintenance, ensure proper repair procedures are being followed, manage and maintain all shop tools and equipment.
● Partner with local vocational technical schools and community colleges to match young automotive students with opportunities that will determine their futures and potential long term technical employees including service advisors, technicians, and auto body techs.
January 2017 - October 2020 Gibbons Ford Dickson City, PA Service Manager
● Manage a flat rate team of 29 technicians, 6 lot porters, 8 service advisors, 3 cashiers, 1 warranty administrator, 1 Client Engagement Manager, 1 Appointment Coordinator, and 2 Quick Lane Administrative employees.
● Work directly with Ford Factory representatives to ensure each and every client is provided with the absolute best service experience possible.
● Perform all Fixed Operations Payroll duties including flat rate technician payroll, unique Quick Lane Technician “production” payroll, service advisor payroll and commission, and all hourly employee payroll and time keeping.
● Review each and every Repair Order to ensure our service process and policies are being followed including warranty documentation and compliance.
● Manage all shop tools and equipment including equipment maintenance and replacement.
● Maintaining a positive and respected culture within the service and parts department with a family oriented work environment for all employees.
● Monitor departmental budgets and forecast upcoming budgets and goals within the Service and Parts Departments.
● Work directly with Client Engagement Manager to ensure social media and factory customer satisfaction goals are met and exceeded.
● Oversee the management of a fleet of 32 company loaner vehicles.
● Review and approve marketing strategies including social media, factory representation, TV, and radio commercials.
July 2009 – January 2017 Wyoming Valley Motors Larksville, PA Service Manager---Porsche / Audi / VW / Mazda
● Manage a flat-rate team of 18 technicians, schedule all appointments, and open and close repair orders.
● Coordinate and schedule franchise training courses for service and parts departments.
● Certified Audi brand specialist for 2009 through 2017..
● Meeting and greeting customers at a high line automotive dealership.
● Earned and maintained the title Porsche Brand Ambassador for WyomingValley Motors and Northeast region.
● Manage fleet of 23 in-house service loaner cars for Audi/Porsche/VW/Mazda car lines.
● Perform payroll duties bi-weekly for the entire service department.
● Review each and every Repair Order to ensure our service process and policies are being followed including warranty documentation and compliance.
● Manage all shop tools and equipment including equipment maintenance and replacement.
June 2008- July 2009 The Rosado Group Dealerships Scranton, PA Service Advisor---Hyundai / Chrysler
● Manage a flat-rate team of 5 technicians, schedule all appointments, and open and close repair orders.
● Assisting customers with appointments for automobile repairs.
● Communicating with service mechanics regarding repairs and warranty work.
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Nov.2005 – Jun.2008 Wilkes-Barre Truck Center Wilkes-Barre, PA Parts Counter Person
● Researching, ordering, and selling parts for a 14-franchise, medium/heavy duty truck dealer.
● Sell, service, and setup financing for Pace American Trailer division.
● Certified by Pennsylvania Automotive Association for completion and verification of legal title documents for PA state registration and sales transactions.
● Also, hold a PA state Notary. (Stamp and Embosser) My Commission expires on Nov. 11, 2011.
Mar.2002 – Nov.2005 Coccia Ford/Lincoln/Mercury Wilkes-Barre, PA Body Shop Manager
● Oversaw all operations in the body shop such as wrote estimates, ordered parts, and scheduled collision jobs, recalls, and factory defects.
● I also calculated weekly tech payroll, opened and closed all repair orders, reviewed and dispatched jobs, accordingly to 9 technicians, and purchased all shop materials.
● Participated in Nationwide’s Blue Ribbon Program, worked as Erie’s Direct Repair facility, and worked for State Farm’s Direct Repair Program Jan.2001 – Mar.2002 Wilkes-Barre Dodge Wilkes-Barre, PA Service Advisor
● Greeted customers and wrote repair orders, dispatched jobs to 6 technicians, accordingly, collected funds from customers when job was finished, and closed repair orders.
● Coded warranties in Chrysler’s DIAL system.
Jan.1999 – Jan.2001 Wyoming Valley Motors Larksville, PA Service/Parts Coordinator
● Scheduled franchise schooling for all car lines, service and parts.
● Co-Chaired the Safety Committee for a period of one year. Education
1998 - 2002 Nanticoke High School (Diploma) Nanticoke, PA High School Diploma – Majored in Business
Highlights
● PA Motor Vehicle Physical Damage Appraiser License
● Inventory Management
● Scheduling
● Dealership management experience
● Cost control
● Problem Solving
● Customer service
● MS Office Suite
● Documentation and Records
● OSHA Regulatory compliance
● Policies and procedures
References
Barry Williams Finance and Insurance Manager, Coccia Ford Lincoln
Charles Kasko, Vice President, Simplex Homes, President, NEPA Pageant Assn.
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