FRANZESKA CARLOS
IPSWICH,QLD
Summary
Results-driven professional with extensive experience in collision repairs, focusing on problem resolution and customer relationship management. Proven leadership in front office operations, enhancing customer service through advanced software utilization. Expertise in managing repair costing, estimate auditing, and invoicing to optimize efficiency and drive success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
BUSINESS SERVICES MANAGER
FORTRESS COLLISION REPAIRS
02.2025 - Current
- Managing JCNI and sanitizing all jobs prior to invoicing.
- Invoicing insurance companies.
- Facilitated communications between customers and insurance companies.
- Managing insurance raised quality issues or complaints.
- Overseeing estimators and managing KPIs for average repair costs.
- Overseeing site compliance for WHAS.
CENTRE MANAGER
FORTRESS COLLISION REPAIRS
11.2023 - 01.2025
- Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
- Managing Insurance Complaints.
- Ensuring KPIs and site net profit are being met.
- Managing production flow.
- Conduction quality control after the end of repairs.
- Managing surveys and responses.
- Resolved conflicts between customers and staff members in a professional manner.
- Monitored employee attendance records and addressed any issues accordingly.
PRODUCTION MANAGER
FORTRESS COLLISION REPAIRS
08.2023 - 11.2023
- Ensured that all safety policies and regulations were followed in accordance with company standards.
- Managing job allocation for the paint and panel techs.
- Quality control for the panel before going into paint.
- Quality control for paint before going into refit/panel.
- Managing the relationship from the floor team to the estimating team, ensuring supplementaries are being actioned in a timely manner.
ADMINISTRATION MANAGER
FORTRESS COLLISION REPAIRS
02.2022 - 11.2023
- Managing JCNI and sanitizing all jobs prior to invoicing.
- Invoicing insurance companies.
- Facilitated communications between customers and insurance companies.
- Managing insurance raised quality issues or complaints.
- Overseeing estimators and managing KPIs for average repair costs.
- Overseeing site compliance for WHAS.
COLLISION ESTIMATOR
FORTRESS COLLISION REPAIRS
02.2021 - 02.2022
- Provided customer service by responding to inquiries regarding repairs and estimates.
- Verified the accuracy of parts pricing from suppliers and the use of PartsCheck software.
- Prepared detailed estimates outlining the estimated labor hours required for repairs, ensuring that the site will earn more profit.
- Calculated cost estimates for repair or replacement of vehicle parts.
- Quoting using NTAR TIMES for IAG INSURANCE.
- Quoting using Audanet for YOUI, AAI, ALLIANZ, and AUTO AND GENERAL insurance.
- Quoting using RACQ times and rates for RACQ insurance.
JUNIOR ESTIMATOR
GEMINI WACOL / AMA GROUP
07.2020 - 02.2021
Customer Service Officer
AMA GROUP
08.2018 - 07.2020
Customer Service Officer
GEMINI ACCIDENT REPAIRS / AMA GROUP
WACOL
01.2015 - 08.2015
Education
Bachelor of Science - Industrial Technology
Bulacan State Univeristy
Malolos Bulacan, Philippines Skills
- Problem resolution
- Critical thinking
- Leadership and supervision
- Software proficiency (Ibody, Audanet, Arnie, Orm, RCTI, Estimage)
- Customer service and support
- Complaint management
- Invoicing and billing
Certification
- I-CAR TRAINING
Languages
TAGALOG
Professional
Timeline
BUSINESS SERVICES MANAGER
FORTRESS COLLISION REPAIRS
02.2025 - Current
CENTRE MANAGER
FORTRESS COLLISION REPAIRS
11.2023 - 01.2025
PRODUCTION MANAGER
FORTRESS COLLISION REPAIRS
08.2023 - 11.2023
ADMINISTRATION MANAGER
FORTRESS COLLISION REPAIRS
02.2022 - 11.2023
COLLISION ESTIMATOR
FORTRESS COLLISION REPAIRS
02.2021 - 02.2022
JUNIOR ESTIMATOR
GEMINI WACOL / AMA GROUP
07.2020 - 02.2021
Customer Service Officer
AMA GROUP
08.2018 - 07.2020
Customer Service Officer
GEMINI ACCIDENT REPAIRS / AMA GROUP
01.2015 - 08.2015
Bachelor of Science - Industrial Technology
Bulacan State Univeristy
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