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Skills

  • Staff education and training
  • Technical documents comprehension
  • Regulatory compliance
  • Customer service
  • Customer service management platform framework
  • Microsoft Excel warranty policy compliance
  • Claims submission error reduction
  • Procedure equipment
  • Complaint resolution
  • Application support

Work Experiences

  • Described system solutions to customers to aid in problem resolution.
  • Authored monthly performance summaries for the warranty operations team.
  • Achieved a 79% customer satisfaction rate.
  • Used process improvement and cross-functional collaboration to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Analyzed customer warranty feedback.
  • Better determined actual product failure rates.
  • Analyzed claims trends.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Analyzed and re-engineered post-claim satisfaction surveys, increasing positive customer feedback regarding the warranty process by 20%.
  • Increased company revenue by 10% beyond three years targets by upselling products and services.

Summaries

  • Excellent Warranty Analyst with 13 years of experience providing exceptional support to users at all levels.
  • Within Miscellaneous, senior Warranty Analyst and outstanding performer in performance reporting and risk assessment.
  • Collaborative professional with experience in supply chain.
  • Analyzed customer feedback.
  • Accomplished professional adept at reviewing and optimizing warranty policies, leading to a 36% gain in claim approval accuracy and increased customer satisfaction levels.
  • Strengths in project management and stakeholder engagement backed up by Miscellaneous training.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Collaborative professional with experience working alongside supply chain, customer service, and engineering teams to streamline warranty claim processes and reduce errors by 34%.
  • Achieved a 33% improvement in processing speed.
  • Accomplished Warranty Analyst specializing in product failure analysis, consistently reducing repeat warranty claims and contributing to overall product innovation.

Accomplishments

  • Collaborated with team of 9 in the development of process.
  • Led initiatives to align warranty terms with evolving industry regulations, achieving a Scrum Master and securing long-term regulatory compliance.
  • Saved 17 annually by flagging and addressing warranty over-servicing through an in-depth audit of historical data.
  • Monitored key metrics associated with warranty and service quality through Salesforce, supporting leadership in making data-driven decisions.
  • Devised a detailed product lifecycle and warranty forecasting model, reducing unexpected warranty costs by $6 annually.
  • Collaborated with the finance department to ensure streamlined claim reimbursement, saving the company $12 annually through process optimization.
  • Automated parts of the warranty auditing process using Workday, reducing audit time by 64% while improving thoroughness and accuracy.
  • Trained a team of 7 warranty analysts, improving response times to customer inquiries by 70%.
  • Ensured company compliance with federal warranty regulations, avoiding potential fines totaling $14 through refined reporting practices.
  • Streamlined the product replacement process, resulting in a 71% faster cycle time on claims from initial filing to resolution.

Affiliations

  • National Warranty Claims Management Association
  • Product Warranty and Returns Management Association
  • Warranty Week – Advisory Panel Membership
  • American Society for Quality (ASQ)
  • Certified Warranty Claims Manager (CWCM) – OSHA
  • Association for Supply Chain Management (APICS)
  • Warranty Chain Conference (WCC) – Annual Forums
  • Toastmasters
  • Warranty Risk & Compliance Association
  • International Manufacturing Technology Show (IMTS) – Warranty Innovations Panel

Certifications

  • Certified Maintenance and Reliability Professional (CMRP)
  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Fraud Detection in Business Systems Certification
  • Advanced Warranty Management Certification - Global Warranty & Service Contract Association (GWSCA)
  • Certified Warranty Chain Manager (CWCM) - Institute of Warranty Chain Management (IWCM)
  • Certified Supply Chain Professional (CSCP) – APICS
  • Project Management Professional (PMP)
  • Warranty Performance Measurement Certification - International Warranty Institute (IWI)
  • Certified Automotive Warranty Professional (CAWP) - Institute of Motor Industry (IMI)

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