BONNIE MARTELON
Parker,CO
Summary
Warranty and customer service professional coordinating service requests, appointments, approvals, and follow-up across multiple communities and business systems. Handles detailed records, missing information, billing-related follow-up, and difficult customer concerns with accuracy, professionalism, and consistent resolution focus.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Care Representative / Warranty Specialist
TRUMARK HOMES
Denver, CO
03.2025 - 07.2026
- Managed a high volume of time-sensitive warranty requests from intake through completion, maintaining accurate records, clear ownership, status updates, and dependable follow-through across competing deadlines.
- Acted as primary contact for homeowner warranty and service requests, gathering customer concerns, reviewing account information, documenting issues, and coordinating internal or vendor responses to ensure timely resolution.
- Provided ongoing warranty follow-up to customers, communicated approvals and next steps, and verified completed work before closing service requests.
- Coordinated appointments, site access, schedule changes, service details, and completion timelines with customers, field personnel, vendors, and internal teams.
- Evaluated customer records and documentation; gathered missing details and clarified requirements for resolution.
- Entered detailed customer, scheduling, communication, decision, deadline, and completion information in business systems with strong accuracy and attention to detail.
- Maintained professional communication during challenging customer concerns, applying empathy and practical problem-solving to guide resolutions with consistent ownership.
- Reference: Ashley Freitas, 925.999.3972
Customer Service Manager
BRIGHTLAND HOMES
Denver, CO
08.2023 - 02.2025
- Managed warranty and customer service activity across three residential communities and more than 200 homes, balancing inquiries, documentation, schedules, deadlines, and competing priorities.
- Served as the central point of communication among customers, field teams, vendors, accounting, sales, and leadership, coordinating handoffs, approvals, missing information, and next steps.
- Coordinated service appointments, access, work details, schedule changes, and execution, ensuring completion through follow-up with customers and service partners.
- Maintained clear communications with customers and employees, explaining expectations, responsibilities, approvals, timelines, and next steps to enhance understanding and collaboration.
- Researched documentation, scheduling, billing, payment, and service issues; resolved routine concerns independently and escalated unusual conditions promptly.
- Maintained accurate electronic records of customer communications, photographs, service decisions, approvals, status, and financial follow-up while protecting sensitive information.
- Prepared reports on open items, service trends, vendor performance, financial follow-up, recurring concerns, and workflow gaps for management review, facilitating informed decision-making.
- Corporate Office: 972.383.4300
Lead Warranty Administrator / Warranty Service Representative
DAVID WEEKLEY HOMES
Denver, CO
04.2016 - 07.2023
- Coordinated high-volume warranty and service operations, facilitating seamless communication among customers, field service personnel, vendors, accounting, and leadership from request intake through closure.
- Gathered and verified customer and work-order information; obtained missing details and confirmed service requirements.
- Entered, coded, documented, and tracked service requests in ERP and business systems with accurate data, clear responsibility assignments, deadline awareness, and dependable follow-through.
- Managed appointments, access, service details, status updates, and customer calls, ensuring clear communication of responsibilities, timelines, approvals, and next steps.
- Researched and resolved documentation, vendor, billing, payment, scheduling, and customer-service issues; independently addressed routine needs and escalated urgent or unusual conditions.
- Compiled monthly and quarterly reports on service volume, recurring issues, outstanding items, vendor activity, and performance measures to inform management decisions and drive process improvements.
- Trained new representatives, organized after-hours schedules, prioritized urgent requests, and served as an escalation resource in a busy, multi-team service environment.
- Managed corporate office communications
Skills
- Warranty Management
- Warranty Processing
- Claims Processing
- Billing Coordination
- Service Coordination
- Service Documentation
- Third-Party Vendor Coordination
- Transaction Management
- Reporting
- Documentation Accuracy
- Deadline Tracking
- Deadline Awareness
- Organization & Time Management
- Priority management
- Customer communication
- Customer service
- Technician communication
- Customer approval follow-up
- Process Optimization
- Team Collaboration
- Onboarding Assistance
- Judgment
- Process Optimization
Certification
- 30 Hour OSHA Certification
Timeline
Customer Care Representative / Warranty Specialist
TRUMARK HOMES
03.2025 - 07.2026
Customer Service Manager
BRIGHTLAND HOMES
08.2023 - 02.2025
Lead Warranty Administrator / Warranty Service Representative
DAVID WEEKLEY HOMES
04.2016 - 07.2023