Matthew Araujo Email & Phone Number

San Francisco Bay Area

Role SummaryThe Assistant Service Operations Manager requires an experienced professional with high levels of energy and initiative, working knowledge of service processes, strong bias for action, and cross-functional collaboration. To be successful in this role, the ideal candidate must have a customer-first approach, be highly adaptable, thrive in ambiguity, capable of tackling all challenges with a creative and open mindset and subscribe to the core principles of servant leadership… Show more Role SummaryThe Assistant Service Operations Manager requires an experienced professional with high levels of energy and initiative, working knowledge of service processes, strong bias for action, and cross-functional collaboration. To be successful in this role, the ideal candidate must have a customer-first approach, be highly adaptable, thrive in ambiguity, capable of tackling all challenges with a creative and open mindset and subscribe to the core principles of servant leadership. This role reports to the Service Operations Manager.ResponsibilitiesPartner with Service Operations Manager to ensure performance standards for operations and customer service are met or exceeded.Have a thorough understanding of budget expectations and manage cost centers (working hours, inventory cost, accounts receivable) accordingly.Lead and manage all local operations with a hands-on mindset and servant leadership.Manage and be accountable for high value inventory reconciliation.Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.Work in partnership with cross functional teams regularly on implementing and continuously improving field service operations.Prioritize, plan, and coordinate logistics and meetings with internal teams and external parties.Lead a customer-centric team of Mobile/Service Technicians, Service Advisors, and Parts Advisors.Fills in for Service Operations Manager in their absence.Build a Rivian culture that is inclusive, and maintains high levels of team morale.Responsible for ensuring adherence to high standards of safety, cleanliness, and organization. Show less

Responsible for leading success of $6M+ collision repair facility, directing team of 15+ and overseeing shop profitability, operational efficiency, team safety, technical training, daily workflow, and KPI metrics. Foster culture of cross-functional collaboration and team focus on providing premium customer experiences. ■ Deliver sales increase of 24% year to date over 2020, driving continuous improvement and facilitating exceptional team output ■ Successfully promote 3 team members,… Show more Responsible for leading success of $6M+ collision repair facility, directing team of 15+ and overseeing shop profitability, operational efficiency, team safety, technical training, daily workflow, and KPI metrics. Foster culture of cross-functional collaboration and team focus on providing premium customer experiences. ■ Deliver sales increase of 24% year to date over 2020, driving continuous improvement and facilitating exceptional team output ■ Successfully promote 3 team members, executing additional training and mentoring for team learning, growth, and success■ Increase capture rate by 20% and achieve 15 min. customer response time■ Boost billable technician hours by 64%, clarifying job responsibilities, driving daily production plans, and boosting workflow capability■ Earn 96% overall management rating by shop and administrative team■ Generate $690K+ in individual direct sales in 3 months, fulfilling estimator function while searching for permanent hire Show less

Directed collision repair operations at 52K square foot facility, managing $12M budget, and overseeing team of 45+ technicians and non-technical staff. Implemented linear production line process to break bottlenecks and improve shop productivity. Tracked KPI’s, mentored team, established safety protocols, and utilized latest technology in collision repair. Collaborated across design, supply chain, logistics, legal, and accounts payable.■ Averaged $700K in monthly sales, outpacing sales… Show more Directed collision repair operations at 52K square foot facility, managing $12M budget, and overseeing team of 45+ technicians and non-technical staff. Implemented linear production line process to break bottlenecks and improve shop productivity. Tracked KPI’s, mentored team, established safety protocols, and utilized latest technology in collision repair. Collaborated across design, supply chain, logistics, legal, and accounts payable.■ Averaged $700K in monthly sales, outpacing sales goals 90% of time ■ Saved $350K in parts department, revamping parts area and launching usage-based system to store and organize parts■ Revamped training program, boosting productivity by 23% with improved training options and content, and delivering engaging presentations■ Attained overall customer satisfaction score of 98%■ Streamlined insurance approvals and payments by creating a robust network with local insurance partners■ Executed Pull System and Lean Manufacturing Program to identify and quickly resolve root causes in bottlenecking production levels Show less

Promoted to lead estimator within 6 months, analyzing damage, creating estimates, and closing sales. Trained in EV construction and repair methodologies. Applied Lean Management principles to facility greater repair speed, eliminating waste, and improve functionality throughout repair process. ■ Delivered 100% accurate repair estimates for Model S, Model X, and Model 3 vehicles■ Generated $100K+ in monthly revenue and delivered 10 cars per week■ Estimated and managed $100K model… Show more Promoted to lead estimator within 6 months, analyzing damage, creating estimates, and closing sales. Trained in EV construction and repair methodologies. Applied Lean Management principles to facility greater repair speed, eliminating waste, and improve functionality throughout repair process. ■ Delivered 100% accurate repair estimates for Model S, Model X, and Model 3 vehicles■ Generated $100K+ in monthly revenue and delivered 10 cars per week■ Estimated and managed $100K model X repair, largest repair at facility■ Reached subject matter expert status for blueprinting damaged vehicles; selected to train newly hired repair planners■ Saved $100K, initiating in-house professional services project and streamlining multiple system processes to improve efficiency Show less

Inspect and analyze collision-damaged vehicles to create a comprehensive repair plan and apply accurate pricing. Communicate estimate and close sale, providing high-touch customer service throughout process. Stayed current on industry trends and participated in professional development opportunities.■ Increased monthly revenue by 32%, working collaboratively with estimators, technicians, and front office to provide stellar customer service ■ Achieved milestone of 98% Customer… Show more Inspect and analyze collision-damaged vehicles to create a comprehensive repair plan and apply accurate pricing. Communicate estimate and close sale, providing high-touch customer service throughout process. Stayed current on industry trends and participated in professional development opportunities.■ Increased monthly revenue by 32%, working collaboratively with estimators, technicians, and front office to provide stellar customer service ■ Achieved milestone of 98% Customer Satisfaction Index, building relationship with Liberty Mutual account, increasing cycle times, and maximizing use of most cost-effective parts■ Utilized three types of estimating software: Mitchell Ultramate, CCC One and Audatex Show less

Investigate damages, determine coverage, and negotiate with vendors for cost effective claims resolution. Consistently communicate with management and customers to report status, update claims, coordinate repair completion, and deliver premium customer service.

Built relationships with customers to facilitate comprehensive plan for restoring homes after fire, flood or natural disaster. Coordinated all phases of restoration with property owner, insurance carrier, and staff. Delivered customer service, met billing deadlines, and managed projects ranging from $1,000 - $100,000.

Responsible for scheduled maintenance of firefighting equipment onboard ship. Responded to shipboard fires, floods, and radiological or chemical emergencies, and reported ships' status through chain of command. Promoted twice and earned a National Defense Medal.