Robert Lapp

Responsible for suggesting cost effective repairs for client inventory - mechanical, body repairs, and detail levels.

Adhered to client SOP's when signing off on units to verify compliance with client certification programs as well as NAAA policy guidelines/programs.

Audited condition reports and adjusted repair times and damage lines as needed to ensure accuracy and consistency.

Collaborated with other departments to maintain optimal lot flow.

• Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
• Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
• Promoted client satisfaction by working with operational teams in proper resolution of service issues.
• Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
• Leveraged detailed knowledge to recommend and select suitable products and services.
• Managed and updated physical and digital client account information to keep records accurate and current.
• Audited customer account information to identify issues and develop solutions.

• Greeted customers and took time to answer questions.
• Estimated automobile repair time accurately, scheduling jobs according to shop capacity.
• Built and maintained strong relationships with customers to encourage loyalty and obtain recommendations.
• Wrote complete and accurate cost estimates for labor and parts.
• Communicated effectively with insurance companies, documenting in detail each process of repair.
• Inspected vehicle repairs for quality control during entire repair process and prior to customer delivery.
• Oversaw ordering of repair parts and tools for shop to maintain adequate inventory levels.
• Selected vendors with largest inventory, best prices and quickest delivery, building lasting relationships.
• Implemented business development, customer service and maintenance strategies resulting in increased production yield.
• Assisted in developing effective marketing strategies to increase business.

• Pulled merchandise to fulfill orders to specification.
• Assembled customer orders from stock and placed orders on pallets for shipping department.
• Reported damaged products or safety hazards to immediate supervisor.
• Prepared inventory for shipment by attaching tags and labels.
• Fulfilled orders quickly to accomplish challenging daily objectives.
• Accepted, processed and quickly filled orders.
• Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
• Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
• Organized and stored items in warehouse using pallet jacks and hand trucks.
• Selected products and items from shelves and pallets for customer orders.
• Worked additional hours and shifts to meet tight deadlines during peak periods.

• Performed pre- and post-trip safety inspections on work vehicle to record and report malfunctions
• Applied defensive driving and safety techniques to prevent accidents.
• Communicated frequently with dispatch to receive and respond to calls.
• Assisted law enforcement agencies with towing needs.
• Exceeded customer expectations with friendly, fast and knowledgeable service.
• Attached or loaded vehicles and reviewed all connections for security.
• Picked up clients or vehicles and drove property to specified receiving agency or location.
• Established relationships with agency representatives to complete towing jobs efficiently and according to procedures.
• Prepared necessary forms and reports with accuracy to perform essential recordkeeping.
• Planned efficient routes and adjusted strategies based on current weather and traffic information.

• Formed impactful relationships with current customers while initiating cold and warm calls with prospects.
• Greeted customers at arrival to build positive relationships and discuss vehicles.
• Responded to inquiries from potential customers via email and telephone.
• Showcased vehicle features and took customers on test drives in local area.
• Educated customers about sales processes, warranty requirements and service standards.
• Met with potential customers to inquire about car preferences, assess financial limitations and offer information about vehicle choices.
• Analyzed customer needs to make suitable product recommendations and demonstrations.
• Followed up with customers to build long-term relationships and successful referrals.
• Explained differences between models to clients, comparing and discussing capabilities and features.
• Tracked updates to vehicles, changing markets and customer purchasing trends.

• Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
• Audited customer account information to identify issues and develop solutions.
• Presented and explained fees, clearly clarifying invoices and company policies.
• Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
• Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
• Leveraged detailed knowledge to recommend and select suitable products and services.
• Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
• Tracked down sources of special products and services to meet customers' special needs.