Hope Case
Wolcottville
Summary
Dynamic professional with extensive experience at Grand Design RV, excelling in employee training and KPI analysis. Proven track record in enhancing operational efficiency and achieving high customer satisfaction. Adaptable and dependable, skilled in parts ordering and performance monitoring, driving successful outcomes in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Parts Manager
Grand Design RV
Elkhart
05.2023 - Current
- Collaborate with the manager to execute daily operations, enhancing overall productivity.
- Support the recruitment process by participating in interviews, contributing to successful hiring outcomes.
- Manage new employee training programs, fostering a productive learning environment.
- Review and authorize PTO, UTO, and work-from-home requests, maintaining workflow efficiency.
- Monitor and document weekly and quarterly KPIs, contributing to strategic planning initiatives.
- Acted as the main liaison for advisors, resolving questions to support operational success.
- Coordinate cross-departmental training sessions to enhance team collaboration.
- Resolved customer and dealer issues promptly to maintain high satisfaction levels.
- Assist in warehouse inventory.
- Analyze daily reports to verify compliance with operational standards and maintain high levels of customer satisfaction.
Group Leader
Grand Design RV
Elkhart
02.2023 - 05.2023
- Assisted manager in daily operations, ensuring seamless workflow and productivity.
- Managed a two-state territory, overseeing order processing, email correspondence, and inquiries to maintain seamless operations.
- Facilitated new hire and ongoing team training to enhance skill development and operational efficiency.
- Managed scheduling to provide coverage for advisors, maintaining consistent service levels.
- Led retail parts operations and served as primary point of contact.
Dealer Parts Advisor
Grand Design RV
Elkhart
05.2022 - 02.2023
- Answered calls and identified parts for dealers, mobile technicians, and service centers via emails and part inquiries.
- Checked for accuracy and processed dealer orders, ensuring timely fulfillment.
- Processed RGA's as needed, ensuring smooth returns and exchanges.
- Assisted in conducting warehouse inventories to maintain accurate stock levels.
- Handled credit card payments for non-selling RV orders with precision, maintaining compliance with company protocols.
Retail Parts Advisor
Grand Design RV
Elkhart
03.2022 - 05.2022
- Answered customer inquiries and identified parts through phone, email, and walk-ins, ensuring accurate and timely service.
- Processed credit card payments efficiently for customer orders.
- Managed Return Goods Authorizations (RGAs) promptly when required.
Parts Advisor/ Training & Onboarding
Forest River Inc
Millersburg
09.2019 - 03.2022
- Responded to dealer and retail inquiries via email and phone within one hour, ensuring prompt and efficient customer support.
- Trained new hires and facilitated team-building activities to foster collaboration and enhance team performance.
- Processed dealer and retail orders, ensuring accuracy and timely delivery.
- Processed damage claims and RGA's efficiently, ensuring smooth operations and customer satisfaction.
- Managed credit card transactions for retail orders, maintaining accuracy and security.
- Checked and processed web orders to maintain order accuracy and customer satisfaction.
- Served as Dealer Connect point of contact to facilitate seamless communication and support.
- Printed part orders for warehouse processing, ensuring timely and accurate fulfillment.
Chief Workshop Manager
Build-A-Bear Workshop
Fort Wayne
04.2018 - 09.2019
- Maintain outstanding store condition and visual merchandising standards.
- Deal with all issues that arise from staff or customers.
- Managed and controlled shrink.
- Completed payroll, scheduling, and HR paperwork.
- Recruited, interviewed, and hired staff.
- Planned, coordinated, and executed all merchandise calendar direction, campaigns, and sales promotions in a timely manner.
- Ensured high levels of customer satisfaction through excellent service. Completed store administration and ensured compliance with policies and procedures.
- Ensure high levels of customer satisfaction through excellent service.
- Complete store administration and ensure compliance with policies and procedures.
Store Manager
Dunham's Sports
Angola
11.2015 - 04.2018
- Ensure high levels of customer satisfaction through excellent service.
- Complete store administration and ensure compliance with policies and procedures
- Develop strategies to raise our customers' pool, expand store traffic, and optimize profitability.
- Meet sales goals by training, motivating, mentoring, and providing feedback to sales staff.
- Managed and controlled shrink
- Completed payroll, scheduling, and HR paperwork
- Recruited, interviewed, and hired staff
- Planned, coordinated, and executed all merchandise calendar direction, campaigns, and sales promotions in a timely manner.
Assistant Store Manager
Dunham's Sports
Columbia City
03.2015 - 11.2015
- Assisted the Store Manager with responsibility for the store.
- Consistently created a welcoming environment for the customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Assisted in hiring, actively recruiting to ensure open positions are filled quickly.
- Prioritized, planned, and adjusted schedules.
- Ensured that all pricing, signage, and displays are correct at all times.
- Received regular vendor deliveries and stocked the sales floor in a timely manner. Managed and controlled shrink.
- Managed and controlled shrink
Keyholding Manager
Dunham's Sports
Fort Wayne
02.2014 - 03.2015
- Assisted the Store Manager and Assistant Manager to ensure the store is organized, and the inventory account is ready.
- Supervised the staff in the absence of the Store Manager and Assistant Manager.
- Assisted store management in merchandising the store in accordance with company-directed standards.
- Maintained current knowledge of the product and how to apply it while servicing the customer.
- Maintained current knowledge of the product and how to apply it while servicing the customer.
Department Coordinator
Dunham's Sports
Fort Wayne
10.2013 - 02.2014
- Assisted in floor moves, merchandising, display maintenance, and housekeeping.
- Processed and replenished merchandise, and monitored floor stock.
- Managed activities in areas of returns, exchanges, and enforced store policies. Identified opportunities to maximize sales.
- Identified opportunities to maximize sales.
Sales Associate
Dunham's Sports
Fort Wayne
06.2013 - 02.2014
- Ensured high levels of customer satisfaction through excellent sales service.
- Assessed customers' needs and provided assistance and information on product features.
- Maintain in-stock and presentable condition in assigned areas.
- Remained knowledgeable about the products offered, and discussed the available options.
- Teamed up with co-workers to ensure proper customer service.
- Crossed-sold products.
Education
High School Diploma -
LAKELAND HIGH SCHOOL
LaGrange, IN06.2013
Skills
- Willingness to learn
- Dependability
- Knowledge of NetSuite
- Knowledge of Salesforce
- Knowledge of DAX
- Adaptability
- Parts ordering
- KPI analysis
- Employee training
- Operational efficiency
- Performance monitoring
- Returns processing
- Goal setting
Certification
- Dale Carnegie Course Completion
Timeline
Assistant Parts Manager
Grand Design RV
05.2023 - Current
Group Leader
Grand Design RV
02.2023 - 05.2023
Dealer Parts Advisor
Grand Design RV
05.2022 - 02.2023
Retail Parts Advisor
Grand Design RV
03.2022 - 05.2022
Parts Advisor/ Training & Onboarding
Forest River Inc
09.2019 - 03.2022
Chief Workshop Manager
Build-A-Bear Workshop
04.2018 - 09.2019
Store Manager
Dunham's Sports
11.2015 - 04.2018
Assistant Store Manager
Dunham's Sports
03.2015 - 11.2015
Keyholding Manager
Dunham's Sports
02.2014 - 03.2015
Department Coordinator
Dunham's Sports
10.2013 - 02.2014
Sales Associate
Dunham's Sports
06.2013 - 02.2014
High School Diploma -
LAKELAND HIGH SCHOOL
Similar Profiles
Karen CookKaren Cook
Customer Experience & Community Outreach at Grand Design RVCustomer Experience & Community Outreach at Grand Design RV
Candace TerryCandace Terry
Puller/Packer at Grand Design RVPuller/Packer at Grand Design RV
Shawn RossShawn Ross
Service Technician at Grand Design RVService Technician at Grand Design RV
Krista MillerKrista Miller
Parts Advisor at Heartland RV'sParts Advisor at Heartland RV's
Cassidy EgolfCassidy Egolf
Medical Assistant Instructor at Ross Medical Education CenterMedical Assistant Instructor at Ross Medical Education Center