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Skills

  • Business operations
  • Client communication and problem-solving
  • Cost-saving initiatives in part replacement
  • Multitasking across warranty claims
  • Customer complaint resolution
  • Budgets
  • Relationship development
  • Escalation management
  • Cross-functional team collaboration
  • Liaison between warranty and supply chain teams

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Saved $10 by putting in place cost-cutting measures that addressed long-standing issues.
  • Oversaw the delivery of category project by program team, which resulted in system.
  • Achieved results within 2021.
  • Addressed high-failure components.
  • Achieved a 29% drop in misplaced or lost claims.
  • Achieved 2 incident-free warranty repair jobs.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Followed safety procedures when using tools, equipment, and machinery.
  • Achieved a 76% reduction in unsupported claims.

Summaries

  • Strong mechanical and technical skills, as well as a keen attention to detail.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Warranty Technician.
  • Committed Warranty Technician with extensive experience in warranty repairs for Workday, consistently adhering to industry safety protocols with 5 incident-free projects.
  • Analyzed warranty claim data.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Achieved 31% approval ratings from customers.
  • Lifts up to 12 pounds safely and effectively, and completes tasks according to instructions.
  • Certified Warranty Technician.

Accomplishments

  • Proactively maintained knowledge of Tableau system warranties, gaining a 18-point increase in expertise-related certifications.
  • Trained 3 technicians on new warranty filing procedures, achieving a department-wide certification rate of 50%.
  • Optimized the on-site warranty inspection process, reducing average case handling times by 8 days.
  • Earned OSHA recognition for upholding warranty policies and improving oversight in large-scale product recalls in 2024.
  • Cultivated relationships with external repair vendors to enhance service quality, reducing total repair times on warranty claims by 70%.
  • Handled over 2 high-priority warranty cases and ensured compliance with framework regulations in all claims.
  • Introduced a predictive analytics model for warranty claim trends, helping the company prevent 4 recurring manufacturer issues.
  • Led cross-functional team to streamline return processes, processing over 13 units during framework, all under SLA.
  • Achieved 5% customer satisfaction in warranty resolutions by ensuring prompt communication and personalized follow-ups.
  • Led post-warranty customer engagement efforts which resulted in 15% increase in repeat business and renewals.

Affiliations

  • International Association of Warranty Administrators (IAWA)
  • Association for Service and Repair Professionals (ASRP)
  • Society of Human Resource Management
  • Continuous Improvement Professionals Organization (CIPO)
  • Association for Computing Machinery
  • American Society of Safety Professionals
  • Reliability and Maintenance Engineering Association (RMEA)
  • Society of Automotive Engineers (SAE)
  • Repair and Maintenance Council (RMC)
  • Professional Service Association (PSA) for Warranty Repair Standards

Certifications

  • Advanced Microsoft Excel for Warranty Reporting (Adobe Creative Suite, 2021)
  • Product Life Cycle Management Certification (Summit Group, 2016)
  • Certified Public Accountant
  • Project Management Professional (PMP)
  • Customer Warranty Escalation Management Certification (Lakeside Partners, 2022)
  • Certified Asset Lifecycle Manager (Beacon Labs, 2022)
  • Certified Maintenance & Reliability Professional (CMRP, Brightline, 2017)
  • Root Cause Failure Analysis (RCFA, Beacon Labs, 2020)
  • Certified SLA Controller (Beacon Labs, 2016)
  • Certified Business Analysis Professional (CBAP)

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