Christopher Rock

Experience

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  Electronic Data Systems, Inc

  Jun 1992 - Mar 1998

  Business Analyst

  Contract employee supporting a variety of GM call center operations.

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  Chevrolet Dealer Assistance Center

  Jan 1997 - Feb 1998

  Service Manager

  responsible for warranty claim processing.Chevrolet Customer Assistance Center - a member of multiple support teams, ranging from the reimbursement department (reimbursement of out of pocket expenses incurred by customers while traveling), legal (analyzed risk exposure in allegations of product defects), hobby shop (supported old car enthusiasts with information and original literature) and customer relations (entry level position taking inbound calls from customers regarding all matters relating to Chevrolet products and services).SOFTWARECCC Pathways estimating database, GEICO specific legacy system and Checkwriter, ARMS for Enterprise rental vehicle management, Windows OS through v. XP, Microsoft Excel, Word, PowerPoint and Outlook through v. 2007; Lotus Notes; GM-specific sales, service and Legacy systems (GM GlobalConnect applications, GMVIS, GMWA, etc.) Show less

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  General Motors

  Mar 1998 - Oct 2008

  Sales ResponsibilitiesImproved market share for Cadillac and Saab vehicle sales in Colorado Worked with individual dealerships to identify most popular models, options, etc., in order to stock the most high-demand vehicles, thereby increasing sales and inventory turn rates.Supported corporate marketing strategies/incentives while aligning with dealership needs to sell additional vehicle models not necessarily considered high-demand.Motivated dealerships to utilize co-op advertising funds in creative ways to reach out to new and existing customers, while remaining in compliance with corporate policies. Completed necessary sales audits to ensure compliance with incentive payouts; initiate repayment of incorrectly paid or non compliant incentives where appropriate.Ensured that district consensus goals were achieved by building strong professional relationships with Dealer Operators, General Sales Managers, and New Vehicle Sales Managers.Collaborated with team members and management to document and promote best practices regarding sales improvement, consensus attainment, and CSI. Show less Service ResponsibilitiesResponsible for 6th largest service district in the country and 3rd largest in the region, processing over $4 million in warranty claims quarterly. District was comprised of 13 high volume Cadillac, Hummer and Saab franchised dealerships in Arizona, Colorado and Nevada, and generated over $28 million in after sales revenue yearly.Built and maintained relationships to promote dealer satisfaction and increase profitability for fixed operations.Worked to ensure dealer compliance with corporate standards, practices and policies in all aspects of fixed operations and after sales growth.Encouraged and supported retail service growth initiatives, including effective co-op advertising and corporate marketing opportunities. Partnered with District Parts Managers to increase after sales revenue by utilizing direct mail promotions and promoting dealer installation of RPAs (Regular Production Accessories). Encouraged enrollments in offerings like the On a Roll tire program to retain customers where they might otherwise defect-for services not normally offered through dealerships, like tire and wheel sales, etc.Developed and implemented action plans to drive customer satisfaction and retention; utilization of monthly CSI reports to target specific service writers, technicians or processes for improvement.Provided in-depth analysis of warranty claims in order to reduce waste and manage expenses. Monthly reports were used to identify areas of potential improvement, or areas that continually remained out of line with peers. Developed and implemented corrective actions and controls where necessary, such as restricted self-authorization of warranty claims.Provided support to ensure retail personnel met or exceeded corporate training standards. Encouraged training by implementing contests that had minimum training requirements. In extreme cases, denied warranty payments for claims where a demonstrated lack of training existed. Show less Responsible for processing and management of almost $1 million in warranty claims (quarterly) for ten Buick, Pontiac and GMC dealerships throughout New Mexico; Corporate directions and re-directions required adaptation to ever-changing responsibilities for different franchises, dealerships, dealership quantities and geographic areas within specified districts. Demonstrated ability to consistently establish and maintain effective dealer relationships, even in the wake of constant change.Day-to-day activities were the same as, or very similar to, those outlined in the previous section, "Service Responsibilities." Show less

  • District Sales Manager

    Nov 2006 - Oct 2008

  • District Service Manager

    Nov 2006 - Oct 2008

  • District Service Manager

    Jan 1999 - Oct 2006

  • District Service Manager

    Mar 1998 - Dec 1998
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  Ken Caryl Glass, Inc

  May 2009 - Dec 2010

  Apprentice Glazier

  Trained and worked under the direction of Journeyman Glaziers to fabricate and install glass and metal systems in a variety of commercial construction applications.

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  GEICO

  Dec 2010 - now

  Auto Damage Adjuster

  Act as the primary point of contact between customers and GEICO during the automobile repair and/or total loss settlement process as appropriate for GEICO vehicle insurance claims.Assess accident damage and estimate cost to repair cars, light trucks, motorcycles, ATVs, recreational vehicles, and more.Review estimates with body shop personnel and negotiate repair strategies and parts procurement for minimum cycle time, while still keeping repair times and costs in line with corporate goals.Ensure customers understand all policies and processes; address all concerns and questions; provide status updates and quality control through repair completion.Complete all associated system data entry, case documentation and customer follow-up according to strict corporate guidelines and timelines.Work to accommodate scheduled tow-ins, walk-in customers and a variety of unexpected scenarios throughout the day, while still maintaining highest possible level of customer service.Customer service rating at 87.90%, exceeding corporate standard of 87%.Achieve 4.17 productivity rating, exceeding corporate standard of 4.00.Maintain severity rating (cost control) at 3.91, significantly better than corporate standard of 3.00. Show less