Danielle Buckley Email & Phone Number

Litchfield Park, Az, Us

Columbus, Oh, Us

Managed a multi-regional team of over 40 sourcing specialist, two Supervisors and two Senior Specialists, who were responsible for the purchasing of all non-stocked parts for over 100 retail locations with the focus on sourcing the right part at the right cost for the right customer and time. Responsible for over 50 million-dollars of purchasing power. Strong partnership with both the Retail Field Operation and Supply Chain leadership team to hit shared KPI’s and overall business goals. Tracked Key Performance Indicators (KPIs), including Purchase Variance, Purchase Order Discrepancies, associate retention, OEM part usage and shared field goals of; job completion and NPS metrics. Implemented process improvements and standard operating procedures to increase sourcing efficiency and improve customer service levels. Key contributor in piloting new systems and programs for deeper review for stakeholders to decide current and future investments.Integrated California into Southwest Part Sourcing team as part of a country-wide region restructure. Within 90 days; enforced standard procedures for consistency, reduced buyout rate from 11.56% to 4.96% while lowering OEM part usage from 10.8% to 6.32%. Resulting in the best buy out and purchase variance in the state of California in over a decade, resulting in over a 10-million-dollar savings and contribution to the bottom-line profit in 2023.Successfully implemented a new system in portions of Southern California and all of Arizona in partnership with local vendors and dealers and the internal supply chain and field operation teams to secure 100% sourcing accuracy

Columbus, Oh, Us

Managed daily service delivery processes and work order management to ensure high-quality customer experiences and adherence to company standards at all service locations. Responsible for managing the Customer Advocate team responsible for commercial order intake, work order management, customer retention, part ordering and tracking along with in person retail front desk duties. Performed on-site visits to commercial and state accounts for continued business growth. Leadership responsibilities included; provide coaching, training, and performance evaluations to enhance team performance, regular team meetings for KPI updates and for team building focuses, partnership with local store leaders for support, assisted in multiple inventory completions, managed and maintained the local shop location warranty completion and part ordering, and a variety of additional tasks when requested to assist.Developed streamlined service delivery processes to slash operational costs and enhance customer outcomes. Created and developed key training materials used to standardized processes company-wide to maximize performance and consistency.Helped develop the District Customer Advocate onboarding by utilizing the team to assign individuals to be able to hyper-focus on the in-depth training of all SOPs and Safelite core values. This created a positive impact at the field retail locations by being able to smoothly integrate the associate into the daily store operations resulting in increased NPS (Customer ratings) and a more positive associate experience with high engagement results. Helped promote 4 associate into leader roles.

Engaged with management teams daily to resolve companywide issues, identify key internal/external developments, and drive implementation of required changes. Contributed to weekly management calls by updating on departmental progress and proposing strategies to enhance business operations. Supported employees in pursuing self-development opportunities to improve their performance. Cultivated productive working relations with new and existing clients.• Led all aspects of claim processing department by managing 15+ remote associates across multiple states while maintaining high client service levels and collaborating with claim managers.• Supervised team of 15+ staff members by implementing targeted training programs and handling daily tasks to guarantee accuracy and productivity in all operations.• Monitored KPIs and phone stats daily, coached associates, and enforced disciplinary actions to exceed service level goals.• Tracked incoming call metrics, ensured quality assurance, and controlled hold times to boost overall call center efficiency.• Chaired staff meetings to disseminate crucial information and keep team informed about ongoing changes.

Phoenix, Arizona, Us

Led strategic initiatives in Total Loss, Supplement, Heavy Equipment, and Audit departments. Facilitated timely and accurate processing of numerous files by leveraging specific portal log-ins and following client specifications. Responded to incoming calls from vendors and clients to address and resolve daily issues. Acted as point of escalation on possible issue files/complaints while handling staff department training. Interviewed, hired, and scheduled training of new staff members.• Oversaw multiple departments with 25+ associates by managing scheduling, PTO, and performance reviews to drive over 100% business growth and support new software development for streamlined processes.• Reviewed client complaints for rental reimbursement requests by analyzing timelines/data to prevent unnecessary payouts, which resulted in saving company over $35K annually for 5 consecutive years.• Collaborated with over 100 insurance companies to streamline processes.• Coordinated with 3K appraisers nationwide to guarantee consistent service quality and efficient processing• Processed payroll for multiple departments while tracking daily overtime to assure accurate compensation.• Traveled to tradeshows and visited new/existing clients for exploring business opportunities.

Singapore, Sg

Schedules for staff, assist with inventory, opening or closing shifts, counting the drawer, making sure all shift responsibilities were completed prior to the shift change. Providing excellent speedy customer service.