Enable continuous improvement by identifying opportunities to enhance products and communicating recommendations to vendors and engineers with a focus on cost efficiency, including recommending the use of mulch around air conditioning units to prevent costly damage and repairs and implementing measures to prevent contractors from washing tools in and scratching stainless steel sinks during jobs. Maintain responsibility for performing in-person and phone-based homeowner assessments, quality inspections, and system functions prior to delivery; determine the need for corrective work orders.Determine if failures are the liability of the company or homeowners by performing root cause analysis.Cultivate and maintain collaborative relationships with trade partners to schedule and ensure the timely completion of required service work.Handle an array of administrative tasks, including authorizing and issuing payment to trade partners and issuing chargebacks and purchase orders as appropriate.Ensure optimal quality while completing minor repairs for homeowners as needed.Leverage strong interpersonal skills to deliver exceptional customer service across all interactions, including following up with customers to ensure satisfaction and authorize payments.Guide and lead both small-scale and large-scale projects from conception to completion.Demonstrate a strong ability to execute sound and effective decisions in complex environments.Influence decision-making by communicating data-driven and operational insights to leadership teams.Maintain up-to-date knowledge of current products and industry trends; educate customers on products.Chart the successful development and execution of impactful and innovative strategies.Learn and apply new skills and concepts in a timely manner based on current and emerging business needs.

Contributed to operational excellence by developing and implementing new processes and driving continuous improvement across shop efficiency and customer satisfaction; established a new special ordered parts process that significantly reduced human error by increasing accountability, changed the car delivery process requiring vehicles to be washed and vacuumed following service and service advisors valet vehicles to the front of the building for customers, and transformed the daily task model to include dispatch with each technician’s name and the required jobs for the day which increased efficiency.Conducted research into parts availability, quantity, pricing, and aftermarket sources while ensuring alignment with cost constraints and standards.Aligned objectives and bridged communications with senior leadership during operational meetings to report on and discuss department status.Organized and managed daily shop priorities, appointments, workloads, and deadlines.Identified and spearheaded cost optimization opportunities for pre-owned vehicles to ensure timely sales through estimate analysis and research.Liaised with cross-functional departments, including service, sales, and parts, to perform vehicle repairs.Supported technicians in diagnosing and repairing vehicles by clearly documenting customer concerns.Coordinated and managed the customer journey through appointment setting, diagnosis, estimate, repair, completion, and final delivery. Prioritized and triaged vehicle repairs based on various factors, including owner vehicle usage.Represented the company in a positive and professional manner while interacting with customers.Delegated tasks to team members based on strengths and skillset.Expanded knowledge of factory management and technician responsibilities by completing trainings.Earned recognition for consistently outperforming both zone and regional customer satisfaction scores.

 Spearheaded the development and deployment of a targeted direct mail campaign that increased agency sales by 78% within one year with ongoing YoY growth.Utilized social media to drive brand development and engagement; created audience-aligned content.Ranked consistently as one of the top agencies in Pennsylvania for customer satisfaction.Achieved an 86% customer retention rate following three consecutive rate increases.Promoted operational excellence by recruiting, mentoring, and managing three sales and support staff, including executing disciplinary and dismissal decisions as needed; delivered sales trainings.Defined personal and staff sales goals while establishing a culture centered around accountability.Completed 90-day performance reviews for all new employees and annual performance reviews for existing employees.

Collaborated with cross-functional departments and diverse customers to identify and address needs.Innovated new strategies for reducing expenses.Recognized for achieving zero injuries in the workplace for three consecutive years.Trained, mentored, and supported customer service advisors, resulting in several employees earning promotions to management-level positions; directed and supervised technicians.Boosted customer satisfaction by developing a service-focused environment and motivating employees to deliver top-quality performance and results.Succeeded in achieving the highest certification and training levels for all assigned product lines.Received several awards and letters from both customers and the factory for exceptional service and leadership.