Financial Analyst Customer Service
Resume:
***** * *** ***** ** Avondale, AZ *****
****************@*****.***
Kenneth Martin
Extensive background in virtually all aspects of automotive collision-repair operations management, including production, sales, and office functions, in compliance with industry standards and practices.
General Manager and Director of Operations responsibilities.
Ability to manage multiple tasks/deadlines in a dynamic, fast paced environment.
Excellent attention to detail, organizational skills, and follow-through.
Ability to manage multiple tasks/deadlines in a dynamic, fast paced environment.
Skilled in sales, troubleshooting, billing/job cost estimation, materials/parts procurement, and inventory control; well-versed in preferred insurance practices.
Hire, train, and supervise technicians in mechanical craftsmanship, technical applications, quality control, and flagship customer service.
Hire, train and supervise estimators, managers, and parts people in collision repair procedures.
Excellent communication and interpersonal skills with proven ability to take initiative and build strong productive relationships.
July 2024-February 2025 Trexis Insurance
Franklin TN
Auto Physical Claims Supervisor
Oversee a team of claims adjusters responsible for investigating, evaluating, and resolving vehicle damage claims, ensuring timely and accurate claim settlements while adhering to company policies and legal regulations, by providing coaching, training, and performance management to their team while monitoring key metrics related to claim costs and customer satisfaction.
Oct 2019- March 2024 Automotive Training Institute Linthicum Heights, MD
Senior consultant analyst, consultant and instructor
Oct 2018- Oct 1, 2019, AutoNation Gilbert, AZ Collision Center Director
Manage and direct all operations of the Collision Center to achieve maximum production while controlling costs and setting and obtaining profit objectives.
Assess present and future needs, trends, problems and profit opportunities.
Establish short and long-term operating and financial objectives within the Company’s overall plans and policies.
Ensure that approved policies and objectives are clearly understood and effectively applied within the department.
Formulate annual and monthly sales/profit objectives and expense budget in accordance with company objectives.
Strategically stocked shop with equipment, parts, and other resources to ensure timely service and the ability to conduct a large scope of repairs.
Coordinating/facilitating all DRP program procedures and processes and assured 100% compliance.
Monitoring several key indicators, including daily production statistics and regional benchmarks in order to achieve productivity projections and meet our customers’ expectations.
Established relationships with automotive industry vendors for subcontracting.
Manage the daily operations of the collision center to ensure customer needs are met with quality and efficiency.
Work with DRP’s to ensure appropriate cycle time and build relationships with other insurance companies.
Create and manage budgets including cost control for the department.
Manage workflow through the office, body, parts, and paint departments.
Provide outstanding customer service experience by providing fair estimates, clear communication and building a loyal clientele.
Proficient in writing estimates and working with insurance companies to obtain proper approvals.
Assist technicians with appropriate procedures and repair guidelines to ensure a proper repair is being performed.
Create cohesive relationships and work with insurance adjusters and appraisers.
Hire, train, motivate, counsel, monitor and schedule employees within the department.
July 27, 2017- Oct 1, 2018, Bell Ford Phoenix, AZ Body Shop Manager
Improved profitability 25% through charting of spending and inefficiency in the repair process and removing ineffective processes
Improved shop flow to enable more work accomplished with current resources.
Improved Technician efficiency by tracking technician metrics and managing workflow to best utilize technician skills.
Established direct repair relationships.
Provide leadership for a team and provided high quality of customer service.
Supervise technicians ensuring their excellence in their work and responsibilities.
Strong leadership and motivational skills
Excellent communications skills, including ability to effectively communicate (both verbal and written) with company personnel, customers, vendors, insurance adjusters, other dealerships, and all other individuals or businesses with which the Collision Center does business.
Strong mathematical and analytical skills, including an ability to prepare, analyze, and administer an annual operating budget, analyze profit margins and projections, oversee accounts receivables, prepare and review billing documents, and analyze sales, income, and expenses.
Full knowledge of Operational Financial Statements.
Organizational skills and ability to prioritize and manage multiple assignments to completion.
Establish and maintain good working relationships with
customers to encourage repeat and referral business.
Facilitate educational training for Collision Center personnel.
Forecast goals and objectives for the department and strive to exceed them.
Ability to deliver service, sales, and profit expectations and results.
Handle quantitative information, analyze data, identify trends and gaps, and establish action plans.
High standards of tact, discretion, and confidentiality.
2014- July 25, 2015, CareMore Collison Center VP of Operations
Results oriented Vice President and specialist experience in Learning and Development
Expertise in policy creation, Systems Implementation, talent acquisition, employee retention, training and development, leadership development, performance management and succession planning
Skilled in all aspects of Training and Development including, needs analysis, program development and implementation and program evaluation.
Well developed in communications, interpersonal, and project management
Rebuild failing non profitable shop Increased sales and production by over 50% Developed a lean process for production.
2013 - 2014 Sterling Auto Body Center
Process Mastery, Training, Development & Compliance Team
Travel to various store locations within the network to train managers on company process.
Responsible for delivering, evaluating, and continuously improving all performance metrics and coaching company staff members on specific business development and customer service strategies.
Demonstrated leadership skills, including creativity, integrity, sound judgment, initiative, empowerment, and flexibility.
Confidently, and positively communicate with employees and managers at all levels.
Foster an atmosphere of teamwork with others - excellent presentation skills.
Strong interpersonal skills with the ability to engage a group and motivate behavior change.
Perform statistical and onsite audits and reviews of operational performance.
2007- Sterling Auto Body Center Peoria, AZ General Manager
Forecast goals and objectives for the department and strive to meet and exceed them.
Hire, train, motivate, and monitor the performance of all body shop employees.
Direct and schedule the work of all shop employees.
Establishes and maintains good working relationships with insurance adjusters.
Establish and maintain good working relationships with
Monitors progress and completion of vehicles in the shop, ensuring that proper repair and safety procedures are followed.
Check the quality of completed work.
Handle customer complaints immediately and according to the dealership’s guidelines.
Understands, keeps abreast of, and comply with federal, state, and local regulations that affect body shop operations, such as hazardous waste disposal, OSHA Right-to-Know, etc. Provides necessary training.
Ensure that proper safety equipment is available and being used properly.
Attend manager’s meetings and training. Increased the monthly sales and production.
Took the shop from the last place out of 60 stores to the top of the company.
Process expert in lean principles, team management. Six consecutive Silver Service Award winner.
Top 5 store consistently in sales, gross profit, CSI
Earned 3 Autochex awards in a row. customers to encourage repeat and referral business.
2007 Ultimate Auto Collision Las Vegas, NV Collision Estimator
Initiate and develop a structured sales atmosphere directed toward, assessing customer needs, comprehensively documenting and estimating vehicle damage repair costs, and closing/capturing sales. Use windows-based programs including ADP, CCC, Mitchell, Shop Man collision damage estimating software, and proprietary business management software.
Follow specific procedures for documenting and estimating damages and repair costs based upon different insurance company rules and guidelines.
Work closely and continuously with all people involved in the collision repair process including customers, insurance adjusters, technicians, vendors and office staff.
2006- 2007 Gaudin Ford Las Vegas, NV Director of Body Shop Operations
Manage day-to-day operations.
Develop relationships with Insurance Companies and submit for DRP Status and close and sign contracts.
Manage 45 employees including body techs, painters, estimators and office staff.
Maintained all receivables.
Trained estimators on all insurance programs. Developed tracking sheets for estimators for CSR’s. Maintained monthly paint and parts inventories.
Increased the monthly sales and production by over $200,000. Responsible for developing business through insurance adjusters.
Achieved the highest sales quota in Companies history.
Reduced Cycle times and expenses while increasing profits and customer satisfaction.
2005- 2006 Bill Heard Las Vegas, NV
Initiate and develop a structured sales atmosphere directed toward, assessing customer needs, comprehensively documenting and estimating vehicle damage repair costs, and closing/capturing sales. Use windows-based programs including Ultramate, Pathways and collision damage estimating software, and proprietary business management software.
Follow specific procedures for documenting and estimating damages and repair costs based upon different insurance company rules and guidelines.
Work closely and continuously with all people involved in the collision repair process including customers, insurance adjusters,
technicians, vendors and office staff. Direct DRP to American Family.
Provide fair settlements or claim resolutions, customer satisfaction, and excellent cost management.
Ability to manage relationships in a fast-paced environment, while demonstrating persistence and problem-solving skills.
Develop estimates by costing parts, supplies, and labor, calculating customer's payment, including deductibles.
Obtain insurance approval by contacting insurance companies; reviewing damage estimates with insurance adjuster; resolving repair and replacement requirements.
Prepare work orders (RO) by describing repair and replacement services required; obtaining approval signatures; entering RO into work management system.
Enhance the body shop reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Maintain customer rapport by explaining estimates and expected return of vehicle; obtaining and providing contact telephone numbers; answering questions and concerns; arranging temporary transportation
Maintain over $150,000.00 in monthly sales.
2005 Pro Tech Henderson, NV
Responsible for achieving over $120,000.00 in monthly sales. The ability to handle multiple assignments, ability to deal with conflict and resolve issues promptly, and ability to meet deadlines in a fast-paced environment.
Responsible for evaluating and estimating auto collision
damage.
Properly assess damage by utilizing the tools and facilities of the site to gain access to damaged areas in order to correctly complete vehicle teardown.
Make appropriate repair vs. replace decisions.
Provide clear and appropriate explanations of the estimating and repair process to customers.
Contact customers to fully explain the amount and detail of the estimate and provide the expected completion date.
Estimates for major insurance company accounts.
Write an accurate repair estimate using Pathway and Mitchell computerized estimating system.
Obtain insurance estimates by contacting insurance companies; reviewing damage estimates with insurance adjuster; resolving repair and replacement requirements.
Maintain written documentation and digital images to ensure insurance companies claim payment.
Ability to work with people in pressure situations. Strong organizational and time management skills. Eye for details.
Attend daily production meetings.
1993–2005 A/R Service St. George, UT
Auto Restoration/Manager/Owner Inspect, diagnosis vehicles Insurance and private estimates Estimated cost and parts ordering.
Schedule and advised customers of needed service and cost Interview and hire new employees.
Maintain a safe and productive work environment.
Mitchell and Pathways estimating systems.
Body and Sheet metal Fabrication: stock restoration, custom modifications, engine rebuilding, stock and performance.
Assembly and Mechanical: suspension and brakes upgrades, air ride installations, A/C installation and repair, show detailing.
Engine repair/rebuilding
Chassis and component repair/diagnosis (brakes, suspension, cures for special problems, noises, odors and other maladies old cars develop
Harness installation/fabrication and electrical repair.
Show quality, custom and original-specification-quality automotive finishes.
Spot repair of scratches, nicks and dents Show preparation and finish detailing Fiberglass repair and fabrication.
Compounding and refinish rejuvenation
1975-1977 Calhoun HS Merrick, NY AMI Graduate
Sherman Williams
I-Car Pro Level & Platinum
I-Car Committee Chairman Phoenix, AZ I-Car Committee AZ State Chairman
I-Car National Advisory Council Board Member ATI Collison Mastery Instructor
ATI Collison Mastery Consultant
SKILLS
Extensive Background in virtually all aspects of collision repair operations management, including production, sales and office functions, in compliance with industry standards and practices.
Skilled in sales, troubleshooting, billing/ job cost estimation, materials/parts procurement, and inventory control; well- versed in preferred insurance practices.
Hire, train, and supervise technicians in mechanical craftsmanship, technical applications, quality control, and flagship customer service.
Proficient with Mitchell, ADP and Pathways CCC- One estimating systems.
Spending time with my family, drums and traveling.
2011 Autochex
2010 Autochex
2009 Autochex
Objective
Experience
Education & Skills
Interests
Awards
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