MICHAEL OTERO
Grottoes
Summary
Dynamic Body Shop General Manager with expertise in operations management, team building, and customer relations. Proven track record in optimizing workflows and enhancing efficiency, leading to substantial cost savings and improved customer satisfaction.
Overview
12
12
years of professional experience
Work History
Body Shop General Manager
Joe Hudson Collision Center/GERBER
Staunton, VA
03.2022 - Current
- Oversaw daily operations ensuring efficient workflow and optimal use of resources.
- Managed quality control processes to uphold high standards in vehicle repairs.
- Trained and mentored staff on best practices in collision repair techniques.
- Implemented cost-saving measures that improved overall shop efficiency.
- Developed schedules for technicians, optimizing workload distribution and minimizing downtime.
- Collaborated with insurance adjusters to streamline claims processing for customers.
- Conducted performance reviews, providing constructive feedback to enhance team productivity.
- Analyzed operational metrics to identify areas for process improvement and increased profitability.
- Supervised and managed shop operations and tasks.
- Developed estimates by costing parts, supplies and labor and calculating customers' payments.
- Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
- Examined damaged vehicles to determine degree of structural and mechanical damage.
- Built and maintained good relations with customers, encouraging loyalty and obtaining recommendations.
- Prepared work orders by describing repair and replacement services required, obtaining approval signatures, and entering orders into work management system.
- Removed dents, filled in cracks, and painted car exteriors to restore appearance and condition.
- Managed automotive system and associated software to maintain accuracy and completeness of service invoicing.
- Stocked shop with equipment, parts and other resources to promote timely service.
- Monitored maintenance of paint booths, frame-straightening materials and fixed assets to enhance longevity and long-term value.
- Oversaw facility maintenance tasks to ensure a clean, well-organized workspace conducive to efficient operations.
- Championed environmental initiatives within the body shop, promoting sustainable practices such as recycling materials where possible or using eco-friendly products in daily operations.
- Spearheaded process improvements that led to reduced cycle times and improved overall efficiency within the body shop operations.
- Developed successful cross-functional partnerships with other departments to facilitate smooth communication and collaboration across the organization.
- Improved staff productivity by implementing ongoing training programs focused on technical skills and customer service.
- Achieved cost savings by negotiating favorable terms with suppliers and consistently reviewing vendor contracts for best value.
- Evaluated repair estimates accurately, ensuring competitive pricing while maintaining profitability targets for the body shop.
- Implemented quality control measures to ensure consistent high-quality repairs that met or exceeded industry standards.
- Optimized inventory management, reducing waste and ensuring availability of necessary parts for timely repairs.
- Enhanced customer satisfaction by implementing efficient workflow processes and streamlining repair procedures.
- Managed financial aspects of the body shop, including budgeting, forecasting, expense tracking, and profit analysis.
- Boosted revenue by developing strategic marketing initiatives and promotional campaigns for the body shop.
- Maintained a safe work environment by enforcing safety policies, conducting regular inspections, and addressing potential hazards immediately.
- Established strong relationships with insurance providers, resulting in increased referrals and repeat business.
- Increased employee retention through effective performance management, coaching, and team-building activities.
- Resolved customer complaints professionally and effectively to maintain positive relationships with clientele while protecting company reputation.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Body Shop Estimator
Harrisonburg Auto Paint and Collision
Harrisonburg, VA
01.2018 - 03.2022
- Assessed vehicle damage to provide accurate repair estimates.
- Collaborated with technicians to determine necessary repairs and parts.
- Utilized estimating software to generate detailed cost analysis reports.
- Communicated effectively with customers regarding repair options and timelines.
- Ensured compliance with insurance guidelines during estimation processes.
- Mentored junior estimators on best practices for accuracy and efficiency.
- Streamlined workflow by implementing improved estimation procedures.
- Resolved customer inquiries and disputes related to repair estimates promptly.
- Exceeded monthly sales goals consistently by proactively engaging potential clients in need of body shop services.
- Mentored junior estimators, sharing knowledge and best practices to enhance the overall skillset of the body shop team.
- Boosted profitability with thorough evaluation of repair costs, sourcing parts at competitive prices, and negotiating labor rates.
- Assisted customers in understanding complex insurance claims processes by breaking down complicated terminology into easily digestible information.
- Maintained up-to-date knowledge on industry trends and best practices through continuous professional development courses and workshops.
Body Shop Parts Manager
PREMIER AUTO BODY
Harrisonburg, VA
01.2014 - 01.2018
- Managed inventory levels to ensure timely availability of parts and supplies.
- Developed vendor relationships to negotiate favorable pricing and delivery terms.
- Streamlined order processing systems to enhance operational efficiency and accuracy.
- Led team training on new inventory management software to improve workflow productivity.
- Implemented quality control measures to minimize errors in parts distribution.
- Oversaw budgeting for parts procurement, aligning expenditures with company financial goals.
- Analyzed sales trends to optimize stock levels and reduce excess inventory costs.
- Coordinated with repair technicians to ensure timely delivery of necessary parts for vehicle repairs.
- Supported increased productivity by maintaining an organized workspace within the body shop''s parts department.
- Negotiated favorable terms with insurance companies, streamlining claims processing and improving cash flow for the business.
- Implemented a tracking system to monitor special-order parts, expediting delivery times for customers.
- Conducted regular audits of inventory, identifying discrepancies and addressing them promptly.
- Trained new staff members on proper procedures for handling and organizing parts inventory.
- Coordinated with technicians to understand their needs, providing necessary tools and equipment for efficient repair work.
- Enhanced communication between departments by scheduling regular meetings between service advisors, technicians, and sales teams.
Education
High School Diploma -
Waynesboro High School
Waynesboro, VA06-2001
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Effective leader
- Time management
- Training and coaching
- Team leadership
- Staff management
- Customer relations
- Training and development
- Relationship building
- Staff training
- Staff training/development
- Inventory control
- Customer relationship management
- Staff supervision
- Goal setting
- Employee scheduling
- Verbal and written communication
- Staff training and development
- Administrative skills
- Staff development
- P&L management
- Team training and development
- Motivation
- Client relations
- Schedule management
- Staff motivation
- Labor cost controls
- Process improvements
- Customer retention
- Deadline oriented
- Strategic planning
- Performance improvement
- Vendor relationships
- Employee development
- Project management
- Consistently meet goals
- Facility management
- Performance improvements
Timeline
Body Shop General Manager
Joe Hudson Collision Center/GERBER
03.2022 - Current
Body Shop Estimator
Harrisonburg Auto Paint and Collision
01.2018 - 03.2022
Body Shop Parts Manager
PREMIER AUTO BODY
01.2014 - 01.2018
High School Diploma -
Waynesboro High School
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