Christopher Koepsell Email & Phone Number

United States

South Salt Lake, UT, US

Lewisville, Texas, US

• Built pre-training curriculum for Caliber’s national new Estimator classroom course to better prepare candidates for 5-week session; course sessions shortened from 5 to 4 weeks as a result
• Developed role-specific online training for post new Estimator classroom course to further enhance their development; 10+ courses created
• Began development of Technical Training Library for use across the enterprise to provide immediate access to hard to find information on repair procedures, and provide alignment in subjective estimating

Charlotte, NC, US

• Wrote operations-oriented eLearning courses for online delivery; over 70 offerings constructed
• Launched and managed Abra’s 1st Learning Management System to deliver online content and track/ report participation
• Created network of 17 regional Subject Matter Experts, plus backups, to deliver sales and administrative training courses at designated facilities; live participation grew by over 250%
• Responsible for upgrade to more robust LMS, featuring Level 3 behavioral change measurements via electronic checklist utilization; completed conversion in only 7 months

Charlotte, NC, US

• Developed and delivered formal classroom training curriculum to executive, administrative, sales and technical employees across multiple geographies
• Created and managed General Manager Boot Camp weeklong training to ensure corporate and franchise managers and district managers were up-to-date on policies/procedures; over 30 delivered
• Authored Education section of Abra Intranet site to diversify/ expand training capabilities and utilization
• Created and maintained Abra “Playbook” to blueprint administrative and technical repair processes ensuring compliance with rigid insurance company requirements and complex repairs; 3 iterations

Clearwater, FL, US

• Opened greenfield location with complete responsibility for hiring and inventory
• Achieved sales goals 14 of 16 months
• Achieved profit goals 12 of 16 months

• Returned struggling location to attainment of revenue and profit objectives
• Achieved sales and profit goals 7 of 7 months
• Stabilized staff by implementing company standards for selling and customer service

• Established training programs for all client participants including sales, service and corporate employees to maximize utilization of proprietary Fleet Team software
• Provided ongoing training to over 400 locations to maintain program involvement
• Created and delivered internal training for corporate and call center personnel to standardize daily operations

Clearwater, FL, US

• Trained and managed a staff of 30, none of whom had prior call center experience
• Implemented a system for handling incoming tire sales inquiries for 60 retail locations resulting in average tire unit sales increases of 16.5% per month
• Increased customer service levels, through use of tailored phone handling techniques, as measured by customer retention statistics

• Designed and operated Tires Plus University; a state-of-the-art learning facility which conducted over 25,000 hours of training annually using live and video conferencing resources
• Assessed company-wide training needs to guide curriculum development in order to deliver sales, leadership and customer service training to over 1,800 associates
• Expanded training team to support acquisition and integration plans; grew from 40 to 150 locations while training costs increased modestly
• Drafted and implemented use of Tire Plus Policy and Procedures Manual, Tires Plus Sales and Management Playbook to ensure consistent store operations

• Managed 3 separate locations including 1 greenfield
• Recruited and interviewed sales/management for all corporate locations system-wide
• Responsible for 14 locations; 8 corporate, 6 franchise

Economics

Economics