- Backpacking and Hiking
- Woodworking
- Music
- Volleyball
- Softball
Andrew Kern
Gaithersburg
Summary
Dynamic service operations professional with seven years of experience guiding both new and tenured staff in high-volume environments. Adept at developing advisors’ skills in estimate accuracy, value-driven up-selling, customer communication, and process compliance. Known for creating engaging training sessions that strengthen confidence, improve KPIs, and uphold dealership service standards. Passionate about equipping advisors with the tools and mindset needed to deliver transparent, customer-focused service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Director, Estimator/Service Advisor
Car Source Collision Center
02.2023 - 11.2025
- Greeted, consulted, recommended repairs needed for collisions and mechanical service. Utilized up-selling techniques to ensure ultimate customer satisfaction and increase company bottom line.
- Established communication with responsible payors for collision repairs and warranty related mechanical concerns. Negotiated best possible outcomes considering customer concerns, necessary repairs, safety and performance of customer vehicle.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Leveraged professional relationships to onboard new accounts adding over $2M in annual revenue
- Led weekly production meetings with coordinating staff of 30+ employees
Service Advisor
Ourisman Mazda/Volkswagen of Rockville
12.2021 - 03.2022
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Auto Damage Adjuster II
GEICO
12.2017 - 08.2021
- Conducted technical damage assessments and negotiated repair claims while ensuring compliance with I-CAR and OEM procedures.
- Delivered process training for new adjusters through GEICO’s virtual training platform, demonstrating effective remote facilitation and curriculum adherence.
- Served as a technical resource to repair facilities, educating them on repair methodology and estimating best practices.
- Followed career path towards corporate training center. Was selected to lead pilot of virtual estimating training program.
Education
No Degree - Business Administration
Monroe Community College
Rochester, New York, NYBachelor of Science -
Southern New Hampshire University
Online05-2027
Skills
- Vendor relationship management
- Organizational change management
- Financial acumen
- Strong leadership skills
- Strategic planning
- Team building and motivation
- Conflict resolution techniques
- Performance metrics analysis
- Project management experience
- Process improvement strategies
- Claims processing
- Customer expectations management
- Procedure implementation
- Performance monitoring
- Personnel training
- Quality assurance
- Team management
- MS office suite
- Policy interpretation
- Insurance regulations
- Training delivery
- Learning management systems
- Program implementation
Certification
- I-CAR Platinum Pro Level 3 Certification – Valid through February 2026
Interests
Timeline
Claims Director, Estimator/Service Advisor
Car Source Collision Center
02.2023 - 11.2025
Service Advisor
Ourisman Mazda/Volkswagen of Rockville
12.2021 - 03.2022
Auto Damage Adjuster II
GEICO
12.2017 - 08.2021
No Degree - Business Administration
Monroe Community College
Bachelor of Science -
Southern New Hampshire University