Ana Santiago
Wilmington
Summary
Warranty professional with strong background in managing warranty claims and ensuring policy adherence. Demonstrated ability to improve warranty processes and effectively handle customer inquiries. Known for collaborative approach and flexibility in meeting changing business needs, with focus on detailed record-keeping and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Warranty Administrator/Service Coordinator
Porsche Delaware (Piazza Auto Group)
09.2021 - Current
- Answering phones, Scheduling service appointments, Answering questions in reference to warranty, Processing warranty claims through PCSS, Accepting payments for warranty claims and processing through the DMS systems, Organizing drivers for valets and vehicles going to the car wash for service clients, Keeping loaner vehicles up to date and charging fuel to the vehicles Wawa account, Working in the CDK service system
Assistant Manager
Mavis Tire And Brakes
05.2021 - 09.2021
- Answering phones, Helping customers, Writing Estimates, Selling automotive service work, Managing technicians and the shop. Making sure the work is done in a timely manner and done correctly. Opening and closing the store. Ordering parts and tires as needed.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Store Manager
AutoZone
12.2019 - 05.2021
- Maintaining store inventory, Helping customers with Automotive needs, Training new Zoners, Creating a weekly schedule, Cycle counting planograms, Resetting planograms as needed, Motivating Zoners to do their very best, Ordering inventory as needed for the store, Helping with commercial accounts as needed, Coaching Zoners on selling skills, Traveling to stores in the district to help with inventory counts.
Commercial Sales Manager
AutoZone
01.2018 - 12.2019
- Creating relationships with commercial customers, Helping customers with automotive needs, Installing batteries, wipers, and light bulbs, Providing top notch customer service, Answering phones, providing correct parts for the needs of the shops, ordering shop supplies for commercial accounts.
Service Advisor
AAA CCIT of West Chester
07.2016 - 01.2018
- Answer phones, Write up repair orders on customer vehicles, Work up estimates for repairs on customer vehicles, dispatch work to the mechanics, schedule appointments, recommend maintenance services to customers, order parts, work with members and customers on the phone and in person on the needs and recommended services for their vehicle, work with the mechanics to assure the work in progress is done in a timely manner, regularly keep in contact with customers on the progress of the repairs being performed on their vehicle.
Service Advisor
Hertrich of New Castle
02.2016 - 07.2016
- Answer phones, Write up repair orders on customer vehicles, Work up estimates for repairs on customer vehicles, dispatch work to the mechanics, schedule appointments, recommend maintenance services to customers, work with warranty department to process claims, set up rental vehicles for customers, work with the mechanics to assure the work in progress is done in a timely manner, regularly keep in contact with customers on the progress of the repairs being performed on their vehicle.
Customer Service Coordinator
Penske Truck Leasing
09.2015 - 01.2016
- Work with customers to schedule units in for service. Answer phones. Answer customer questions. Send out daily emails on the status of units in for service. Call customers when units are completed and ready for pick up. Email and call customers on units coming due for service. Call vendors on units that are being serviced for status updates. Help drivers when coming in with issues on their units. Assign work to the technicians on a daily basis. Create a schedule of work for technicians on all 3 shifts. Schedule work in that is on sub and dead line. Keep up with PM currency on a daily basis.
Parts Clerk
Penske Truck Leasing
10.2014 - 09.2015
- Order parts on a daily basis for technicians. Keep track of inventory levels. Reorder stock items. Take care of a monthly cycle count. Keep shop stocked with supplies needed for day to day work. Call vendors about issuing credits that were due. Answer phones for the shop. Help customers as they needed. Run reports for cycle counts and shop supplies.
Customer Service Admin
Penske Truck Leasing
03.2013 - 10.2014
- Scheduling customers trucks for PM services, Answering customer questions, Making and receiving phone calls, Assisting the shops with scheduling, working in AS400 and service net, updating customer contact information in the company rolodex, working with the shops to ensure the services are completed in a timely manner, sending reminder e-mails when services are due on units.
Purchase Order Coordinator
Penske Truck Leasing
04.2011 - 03.2013
- Answering phones, Assisting vendors with issuing payments, Assisted with the launch of the new Job Coding Program in AS400, Training new Purchase Order Coordinators, Answering billing question, Assisting with resolving payment issues, Creating training modules for the new employees.
Education
High School -
Reading Sr. High School
Reading, PA06-1993
Auto Body Repair
Reading Muhlenberg Vo-Tech
Reading, PA06-1993
Skills
- Sales
- Management skills
- Claims processing
- Warranty management
- Warranty analysis
- Records maintenance
- Automotive industry expertise
- Recordkeeping skills
- Software applications
- Claims submissions
- Appointment booking
- Paperwork processing
- Error reviews
- Team management
- Attention to detail
- Customer service
- Data entry
- Claims adjustment
References
Available upon request
Timeline
Warranty Administrator/Service Coordinator
Porsche Delaware (Piazza Auto Group)
09.2021 - Current
Assistant Manager
Mavis Tire And Brakes
05.2021 - 09.2021
Store Manager
AutoZone
12.2019 - 05.2021
Commercial Sales Manager
AutoZone
01.2018 - 12.2019
Service Advisor
AAA CCIT of West Chester
07.2016 - 01.2018
Service Advisor
Hertrich of New Castle
02.2016 - 07.2016
Customer Service Coordinator
Penske Truck Leasing
09.2015 - 01.2016
Parts Clerk
Penske Truck Leasing
10.2014 - 09.2015
Customer Service Admin
Penske Truck Leasing
03.2013 - 10.2014
Purchase Order Coordinator
Penske Truck Leasing
04.2011 - 03.2013
High School -
Reading Sr. High School
Auto Body Repair
Reading Muhlenberg Vo-Tech
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