Alicia Guzman
Douglasville,GA
Summary
10 years of experience in customer service field. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Emissions Defect Reporting/Running Change Analyst
Porsche Cars North America
06.2022 - Current
- Managed time efficiently in order to complete all Running Changes within deadlines
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Monitored and reported all defects that meet a certain criteria
Diesel Support/Warranty Support
Porsche Cars North America
07.2019 - 06.2022
- Ensure compliance of Porsche Warranty Policies and Procedures and assist in training dealers on proper claim administration
- Review warranty for payment determination; evaluate component test findings and supporting documentation; make payment adjustment to dealer claims based on warranty policy interpretation and parts test results for warranty programs
- Review and process dealer requests for short warranty claim payment, which requires research and review of prior submitted claims to ascertain if subsequent claims adjustments are warranted
- Respond to Field Service/parts personnel and dealers on claim entry or on various warranty policy matters for clarification and decision making purposes
- Correct warranty claims to assure prompt dealer payments and
Senior Member Services Representative
Revolos
08.2015 - 06.2019
- Receive and respond to routine customer inquiries; resolve customer concerns relating to Warranty Contract coverage and claims
- Investigate errors and fraudulent claims
- Assist with training for new colleagues
- Provide information and support to agents, dealers and repair facilities relating to dealer labor rates, coverage, claim status and claim payments.
Admin Assistant
Ed Voyles Kia
01.2013 - 08.2015
- Booking appointments for service
- Answering and forwarding calls for service
- Collecting money from customers and closing out repair orders
- Greeting customers on service lane and pre-writing repair orders
- Complete daily deposits for all of service and parts
- General filing and scanning of items in parts and service
- Filling in on the service lane when a advisor is absent of unavailable
Education
High School Diploma -
Skills
- Proficient in Microsoft word,Excel, and publisher
- Knowledge of dealer programs such as ADP, Arkona,Dealertrack
- Business Analysis
- Data Collection
- Excellent Communication
- Active Listening
- Recordkeeping
- Multitasking Abilities
Timeline
Emissions Defect Reporting/Running Change Analyst
Porsche Cars North America
06.2022 - Current
Diesel Support/Warranty Support
Porsche Cars North America
07.2019 - 06.2022
Senior Member Services Representative
Revolos
08.2015 - 06.2019
Admin Assistant
Ed Voyles Kia
01.2013 - 08.2015